Director of IT Operations

About the Role:

Ennoble Care is hiring a Director of IT Operations to lead the day-to-day technology operations that support our clinical and administrative workforce across 7 states and 15+ offices. This role owns the help desk, device lifecycle, platform administration, vendor management, procurement, onboarding/offboarding, and M&A IT integration.

This is an operator role, not a strategy role. The CIO sets technology direction. You make the trains run on time. You will inherit a team of 7, an existing AI-powered automation infrastructure, and a set of systems that need process discipline applied to them. The core responsibilities for this position include the following:

Help Desk and IT Support: Manage a Help Desk Lead and IT Support Technicians handling 700+ tickets per month. Establish and enforce SLAs with a target of median resolution under 4 hours. Own Zendesk configuration, triage workflows, routing rules, and escalation paths. Drive resolution time and first-response metrics.

Onboarding and Offboarding: Own the end-to-end new hire and termination lifecycle for IT, including accounts, devices, orientation, and equipment retrieval. Manage Onboarding/Offboarding Coordinators. Build and maintain repeatable checklists with measurable time-to-productive SLA. Handle M&A bulk onboarding of 20-50 new employees per acquisition.

Platform Administration: Manage a dedicated Platform Administrator for M365, Dialpad, Zendesk, and ADP. Own license management and cost optimization across all platforms. Ensure system configurations support business needs including call routing, form workflows, and access provisioning.

Vendor Management and Procurement: Manage a Vendor/Procurement Coordinator. Centralize contract tracking, renewal calendars, and SLA monitoring across IT vendors. Own procurement for hardware, software, office supplies, shipping/mail, and marketing materials.

M&A IT Integration: Oversee the M&A IT Integration Lead who runs the IT workstream for each acquisition. Ensure repeatable playbooks exist for practice onboarding including accounts, devices, phone system setup, system migration, and credentialing coordination with RCM.

Qualifications:

• 5-8 years of IT operations experience, including at least 2 years managing a team.
• Experience building IT processes from scratch (SLAs, triage workflows, vendor management frameworks).
• Strong vendor management and procurement skills.
• Comfortable managing help desk operations at scale (500+ tickets/month).
• Experience with M365 administration, device lifecycle management, and Intune.
• Proven ability to execute strategy set by someone else without needing to own the vision.

Preferred:

• Healthcare industry experience (HIPAA awareness, clinical workflow understanding).
• Experience supporting a distributed workforce across multiple states.
• M&A integration experience (IT workstream for acquisitions).
• Familiarity with AI-assisted IT operations (willingness to adopt AI tools, not build them).
• Experience with Dialpad, Zendesk, or ADP.

Location: This role will be based in our Marlton, NJ office 5 days a week. 

Salary: 130k with bonus based on hitting KPIs.