Job Title: Director of IT Operations
About Us:
Ennoble Care is a mobile primary care, palliative care, and hospice service provider with patients in New York, New Jersey, Pennsylvania, Maryland, DC, Virginia, Kansas, Oklahoma, Missouri, and Georgia. Ennoble Care’s clinicians go to the home of the patient, providing continuum of care for those with chronic conditions and limited mobility. To ensure that our patients receive the highest quality of care by a team they know and trust, Ennoble Care offers a variety of programs including remote patient monitoring, behavioral health management, and chronic care management. We seek individuals who are driven to making a difference and embodying our motto, “To Care is an Honor.” Join Ennoble Care today!
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 11 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, 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.
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. Handle M&A bulk onboarding of 20-50 new employees per acquisition.
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 using a Help Desk Ticketing System.
Full-time employees qualify for the following benefits:
- Medical, Dental, Vision and supplementary benefits such as Life Insurance, Short Term and Long-Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity.
- Paid Time Off
- Paid Office Holidays
All employees qualify for these benefits:
- 401(k) with up to 3% company match
- Referral Program
- Payactiv: pay-on-demand. Cash out earned money when and where you need it!
Ennoble Care is an Equal Opportunity Employer, committed to hiring the best team possible, and does not discriminate against protected characteristics including, but not limited to - race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.
