Vice President, Infrastructure Services

Role Overview

• Own the strategy, delivery, and continuous improvement of enterprise infrastructure and end-user technology services
• Ensure reliable, scalable, and cost-effective operations that support business continuity in a healthcare call center environment
• Oversee five teams focused on Production Infrastructure, Telephony, COTS support, End-user technology and support, and Project Management Office
• Lead the shift from reactive to proactive support
• Drive metrics-driven service management
• Design and execute a phased migration from colocation infrastructure to secure hybrid/cloud platforms
• Modernize and scale telephony technologies
• Adopt AI and automation technologies to improve resilience and efficiency
• Partner closely with business and technology leaders to align infrastructure with corporate objectives
• Define and execute the enterprise infrastructure strategy, aligned to business goals
• Lead and develop multi-disciplinary teams, fostering accountability, innovation, and a culture of service excellence
• Build leadership bench strength and grow organizational capability in automation, platform engineering, and data-driven operations
• Oversee the design, implementation, and operation of core infrastructure—servers, storage, cloud platforms, telephony, and end-user computing—ensuring high availability, performance, and reliability
• Lead end-user technology services, including device lifecycle management and service desk operations
• Lead incident, problem, and change management with a focus on root-cause resolution and operational stability
• Own solution design for infrastructure and workplace technology, translating business needs into scalable, supportable architectures
• Define and execute migration strategies (rehost, replatform, refactor, retire) with clear governance and business-case alignment
• Drive the shift to proactive service management through monitoring, automation, and preventative maintenance
• Establish service levels, KPIs, and operational reporting to improve performance and user experience
• Identify, prioritize, and operationalize AI use cases across infrastructure and service operations

Requirements

• Bachelor's degree in IT, Computer Science, Engineering, or a related field; advanced degree preferred
• 10+ years of progressive leadership in IT infrastructure and service operations, including enterprise infrastructure, end-user computing, and service desk functions
• Demonstrated success driving operational transformation and service maturity
• Strong financial management, vendor oversight, communication, and stakeholder management skills
• Strong knowledge of hybrid/cloud platforms, endpoint management, and ITSM practices
• Direct experience leading cloud migration across legacy and hybrid environments preferred
• Experience with large-scale telephony infrastructure in a call center environment preferred
• Experience with automation, analytics, or AI-driven operations preferred
• Healthcare or other regulated environment experience preferred·

Tech Stack

• Cloud
• ITSM

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, and short-term disability insurance