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.
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 hybrid model and staff productivity.
- Create a service culture: Build a support model that is responsive, professional, accountable, and easy for staff and business partners to work with.
Cybersecurity, Privacy & Risk Partnership- Embed security into operations: Partner with cybersecurity, Data Governance, Legal, and business owners to ensure operational controls align with ANA's risk, privacy, and compliance expectations.
- Support incident response readiness: Ensure infrastructure and operations teams are prepared for security events, outages, escalations, and after-action reviews.
- Drive remediation discipline: Oversee infrastructure-related vulnerability remediation, patch management, endpoint protections, access hygiene, configuration hardening, and operational risk tracking.
- Support compliance needs: Help operationalize requirements related to PCI, privacy, NIST-aligned controls, vendor risk, and data protection where technology operations has custodial responsibility.
- Improve governance clarity: Document decision rights, escalation paths, ownership boundaries, and handoffs across infrastructure, applications, enterprise architecture, cybersecurity, Data Governance, Facilities, and vendors.
Facilities Technology, Physical Security & Executive Meeting Readiness- Serve as Facilities technology partner: Act as the primary IT operations liaison for building-related technology, office moves, room readiness, access control, surveillance-related technology, visitor/badging technology, and digital workplace needs.
- Own conference room technology reliability: Ensure Teams Rooms, conference room AV, hybrid meeting equipment, executive meeting technology, and collaboration tools are consistently ready, supported, and documented.
- Plan lifecycle replacements: Maintain lifecycle plans for facility-based technology, collaboration spaces, endpoint devices, and infrastructure components.
- Support business continuity at the office: Coordinate with Facilities and Business Services on operational readiness, emergency procedures, and technology support for office-based work.
Vendor, Contract & Budget Management- Manage critical vendors: Oversee managed service providers, infrastructure vendors, telecom/network providers, cloud service providers, endpoint suppliers, collaboration/AV vendors, and security operations partners.
- Create accountability: Establish vendor scorecards, service-level expectations, renewal calendars, escalation protocols, and performance reviews.
- Control spend: Develop and manage operating and capital budget inputs for infrastructure, operations, endpoint lifecycle, service desk tools, cloud services, and managed services.
- Optimize value: Identify opportunities to consolidate tools, retire redundant services, improve licensing discipline, and align spending to business value and risk reduction.
- Support procurement discipline: Partner with Finance, Legal, and Procurement stakeholders on contracts, renewals, statements of work, RFPs, and vendor risk reviews.
Leadership, Talent Development & Cross-Functional Partnership- Lead the team: Recruit, coach, mentor, and manage infrastructure, operations, service desk, security operations, and support personnel; set clear goals and career development expectations.
- Build bench strength: Create succession plans, skills development plans, cross-training, documentation standards, and coverage models that reduce single points of failure.
- Partner across IT: Work closely with Enterprise Applications, Enterprise Architecture, PMO, Cybersecurity, Data Governance, and business stakeholders to transition new solutions into sustainable operations.
- Communicate clearly: Translate technical risks, service trends, and infrastructure needs into executive-ready recommendations, decisions, and narratives.
- Model ANA values: Demonstrate trust, inclusiveness, innovation, empowerment, accountability, service orientation, and calm leadership under pressure.
What you bring to the American Nurses Enterprise:Required Education- Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field; equivalent experience may be considered.
Required Work Experience- 10+ years of progressive IT infrastructure, operations, service delivery, or technical operations experience.
- 5+ years of leadership experience managing technical teams, vendors, budgets, and enterprise service delivery.
- Demonstrated experience managing hybrid infrastructure environments, including cloud platforms, networks, endpoint services, collaboration tools, and high-availability systems.
- Strong knowledge of ITSM practices, operational KPIs, SLAs, incident/problem/change management, and continuous service improvement.
- Experience partnering with cybersecurity, compliance, privacy, Legal, Finance, Procurement, Facilities, and business stakeholders.
- Proven ability to communicate clearly with executive, technical, and non-technical audiences.
- Experience managing vendor contracts, renewals, service levels, procurement processes, and cost optimization initiatives.
Preferred Skills - Experience in association management, nonprofit, healthcare, member-based organizations, or similarly mission-driven environments.
- Experience with Microsoft 365, Azure, identity and access management, endpoint management, ITSM tools, network services, conferencing/AV technology, and cloud cost governance.
- Familiarity with Personify or other Association Management Systems (AMS), SaaS integrations, and enterprise data protection requirements.
- Knowledge of NIST CSF, SOC 2, PCI DSS, GDPR/privacy programs, HIPAA-adjacent controls, or vendor risk management frameworks.
- Certifications such as ITIL, CISSP, CISM, Security+, Azure/AWS, PMP, or similar leadership/technical credentials.
What ANE Offers You:- Join us and support more than 5 million Registered Nurses in the United States.
- Every role within ANE contributes to a healthier world through The Power of Nurses™.
- An opportunity to help transform a 129-year-old organization to meet the future needs and demands within Health Care.
- Be a role model for embracing and empowering the uniqueness of every employee.
- Continuously innovating through creative and strategic initiatives.
- Exceptional benefits including but not limited to 401K retirement contributions of up to 7%, generous PTO which includes the week-off between Dec 25 and Jan 1, in addition to Personal Days-off, 11 paid Holidays, excellent health/medical benefits, and much more.
- Commitment to your career development and advancement through ANE learning and development programs (internally and externally).
Work Schedule: Hybrid employees must work a minimum of 20% in the office.
Location: ANE Headquarters office located at: 8403 Colesville Road, Suite 500, Silver Spring, MD 20906
Learn more about the American Nurses Enterprise:https://www.nursingworld.org/ana-enterprise-jobs/
https://www.linkedin.com/company/american-nurses-association
