Dir., Technical Operations & Infrastructure

**Career Title:** Director, Technical Operations & Infrastructure **Department:** Information Technology **Salary:** Competitive salary commensurate with experience **FLSA:** Exempt **Career Summary:** The American Nurses Enterprise (ANE) is seeking a Director, Technical Operations & Infrastructure to lead and support a highly skilled, high-performing team of up to four direct reports and six indirect reports. As the Director, Technical Operations & Infrastructure, you are a senior IT leader responsible for the availability, reliability, security, modernization, and operational performance of ANE’s core technology environment. The role spans infrastructure, cloud operations, end-user services, service desk management, cybersecurity operations partnership, physical/facilities technology, vendor oversight, and operational governance. As a member of the IT leadership team, this leader translates IT strategy into measurable service performance, risk reduction, and high-quality employee technology experience. This is both a strategic and execution-oriented leadership role. As a Director, Technical Operations and Infrastructure, you will be presenting to executives, managing complex vendors, leading teams through change, and stepping into operational details when needed to remove barriers and keep critical services running. Join the American Nurses Enterprise (ANE) and be part of the team building a healthy world through The Power of Nurses™. Our goals are to (1) Elevate the Profession of Nursing Globally (2) Evolve the Practice of Nursing to Improve Health, Health Care, and Health Equity and (3) Ensure the Professional Success of Nurses. Our core values: Trusted, Inclusive, Innovative and Empowered guide everything we do. We are committed to creating a supportive and dynamic workplace where employees can thrive. We understand the importance of work-life balance and offer flexible work arrangements and generous paid time off. Our modern office spaces are designed to foster collaboration and creativity. The collaborative culture and supportive team environment make ANE a great place to grow your career. **What You Will Do:** **Technical Operations, Infrastructure & Cloud Reliability** - Own operational reliability: Lead the design, performance, availability, and lifecycle management of ANA's core infrastructure, including cloud-hosted, on-premise, network, endpoint, and collaboration environments. - Modernize the infrastructure roadmap: Create and maintain a multi-year roadmap that improves resiliency, scalability, operational efficiency, and security posture while reducing technical debt. - Manage disaster recovery and continuity: Ensure disaster recovery, backup, recovery, business continuity, patching, and capacity practices are documented, tested, and continuously improved. - Optimize cloud and platform performance: Partner with Enterprise Architecture and Applications leadership to ensure cloud and infrastructure services support current operations, integrations, analytics, and future modernization needs. - Maintain operational documentation: Ensure SOPs, system diagrams, support runbooks, escalation paths, and asset inventories remain current and usable by the team. **Service Desk, End-User Services & Digital Workplace Experience** - Improve the employee technology experience: Lead service desk, endpoint, device provisioning, onboarding/offboarding support, collaboration support, software access, and VIP/executive support standards. - Govern service performance: Define and track KPIs, SLAs, service quality trends, ticket aging, root-cause patterns, end-user satisfaction, and service improvement plans. - Mature ITSM practices: Strengthen incident, problem, change, request, knowledge, configuration, and asset management practices with clear ownership and measurable outcomes. - Support hybrid work: Ensure Microsoft 365, Teams, conference room technology, remote access, access management, and collaboration tools support ANA's hybr…