DIRECTOR, IT INFRASTRUCTURE & SERVICE DELIVERY

POSITION SUMMARY
PatientCare EMS Solutions is consolidating and standardizing IT across all operating companies. The Director, IT Infrastructure and Service Delivery owns the enterprise infrastructure strategy and the day-to-day delivery of infrastructure services across every location. The role leads internal support teams, directs infrastructure engineering, and holds managed service providers accountable for consistent service. It covers endpoints, servers, networks, telecommunications, and physical access systems, as well as the infrastructure work required for security remediation, acquisitions, new operations, and major platform changes. This is a hands-on leadership role with direct involvement in architecture, standards, implementation planning, and complex technical issues.

Key Responsibilities
• Set the enterprise infrastructure vision, architecture, standards, and phased roadmap across all five operating companies
• Translate the roadmap into priorities, dependencies, investment needs, and implementation plans, and communicate progress and risks to the CIO and operating-company leaders
• Lead endpoint engineering, including device builds and imaging, Microsoft Intune management, endpoint hardening, and standardized device configurations across sites
• Own server and network engineering, including compute, systems, resilience, and site connectivity, directing the network engineer and external partners
• Own telecommunications and connected physical systems, including phone, door, and access control systems, with clear support and escalation ownership
• Lead the service desk, site support specialists, and off-hours support model across all operating companies, defining responsibilities and escalation paths for internal teams and providers
• Establish service expectations and report performance through measures such as response time, resolution time, recurring incidents, service availability, and customer satisfaction
• Standardize support processes, asset management, lifecycle practices, and technical documentation across operating companies
• Consolidate and govern managed service providers, moving toward a single accountable partner model that covers all five operating companies and after-hours support
• Plan and execute the infrastructure side of security remediation and maintenance windows in coordination with the security engineer on the applications team
• Lead infrastructure delivery for new operating-company launches and acquisitions, and support infrastructure through major platform implementations
 
Required Qualifications
• Experience owning infrastructure engineering across endpoints, servers, networks, and telecommunications in a multi-site environment
• Experience defining technical architecture, standards, and infrastructure roadmaps and driving adoption across distinct business units or operating companies
• Hands-on experience with endpoint builds and imaging, Microsoft Intune administration, device configuration, and endpoint lifecycle management
• Experience leading an IT support organization that includes a service desk and field or site support
• Experience defining service expectations, escalation processes, and performance measures for internal support teams and external providers
• Experience selecting, consolidating, negotiating with, or governing outsourced and managed service providers
• Experience leading infrastructure work through acquisitions, new-site launches, or other major operational changes while maintaining reliable day-to-day service
• Experience delivering and supporting telecommunications and physical access or door systems
• Experience in a healthcare environment, with a working understanding of HIPAA and general security practices for healthcare data and systems
• Ability to explain technical priorities, risks, tradeoffs, and investment needs clearly to executive and operational leaders

Preferred Qualifications
• Experience in EMS or another field-based, multi-site operating environment
• Experience consolidating multiple MSPs or IT environments following acquisitions
• Experience supporting infrastructure through a major enterprise platform implementation or operating-model change

Work Environment
This is a fully remote position with travel of up to 25% to PatientCare EMS Solutions operating companies and other business locations as needed.

Equal Employment Opportunity
Patient Care EMS Solutions is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. Reasonable accommodations are available to qualified individuals with disabilities.