Atria Senior Living

  • Director, IT Operations - Atria Senior Living

    Job Locations USA-KY-Louisville Metro
    Category
    Information Technology
    Community Name
    Atria Senior Living
    Requisition ID
    2018-75254
  • Overview

    Atria Senior Living is a leading operator of independent living, assisted living, supportive living, and memory care communities in 190 locations in 27 states and seven Canadian provinces. We are the residence of choice for more than 21,000 seniors, and the workplace of choice for more than 14,600 employees. We create vibrant communities where older adults can thrive and participate, know that their contributions are valued, and enjoy access to opportunities and support that help them continue making a difference in our world. 

     

    Atria is an equal opportunity employer.  Atria provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, veteran status, or any other classification protected by applicable law.  Atria also does not condone or tolerate an atmosphere of intimidation or harassment based on these protected classifications.  We require the cooperation of all employees in maintaining a discrimination-free and harassment-free work environment.

    Responsibilities

    The Director of IT Operations works closely with the Help Desk Manager and other Information Technology (IT) support staff to support end users and maintain remote IT infrastructure.  This individual is responsible for developing strong relationships with third party vendors, as well as developing support procedures, Service Level Agreements (SLAs), and metrics.  Additionally, this individual works with the Director of Technology and Support Services on annual budget and strategic planning.

     

    • Lead and manage an assigned team; Interview, hire, coach, train, develop, evaluate, and discipline assigned staff.
    • Manage and monitor end user environments including anti-virus, patching, configuration management and other activities that will ensure the stability and usability of those systems.
    • Manage all procedures related to the identification, prioritization, and resolution of end user service requests, including the monitoring, tracking, and coordination of essential functions.
    • Oversee the Company-wide backup and Disaster Recovery (including planning and testing).
    • Drive excellent, consistent customer service via operations.
    • Implement a service monitoring capability to proactively address the operational issues for all customer-facing infrastructure assets.
    • Ensure all technical procedures (Installation, Configuration, Run books) are documented and updated and are contributing to the maintenance of operational standards.
    • Automate infrastructure services and system administration tasks where possible.
    • Responsible for establishing strong partnerships with third party service providers including negotiating access agreements, establishing service level agreements, and ensuring contracts are in place to support the services provided by the infrastructure team.
    • Lead periodic vendor performance reviews for strategic vendors to ensure partners are meeting established SLAs and manage associated remediation plans as necessary.
    • Responsible for remote infrastructure lifecycle, improvement, and standardization.
    • Responsible for remote infrastructure asset inventory management, including hardware, software and related documents and contracts.
    • Develop internal Standard Operating Procedures (SOPs), processes and training to ensure IT Operations team members and third party providers work together in a consistent manner as well as have the needed skills and tools to support the production environments and deliver on project commitments.
    • Constantly evaluate the support models in place for efficiency, effectiveness and cost.
    • Assist with annual budget planning for infrastructure assets and services.
    • Provide technical leadership, mentoring and coaching for all staff and foster a culture of accountability, innovation and team building.
    • May perform other duties as needed and/or assigned

    Qualifications

    • Bachelor's degree in computer discipline, technology or engineering required.
    • Five (5) or more years of experience in an IT infrastructure environment, with three (3) or more years of management experience.
    • Proven track record of developing and providing Service Level Agreements and service desk deliverables.
    • Working knowledge of a range of diagnostic utilities and Service Desk ticketing systems.
    • Experienced with managing infrastructure in hundreds of remote locations.
    • Experience with technology and operational integration associated with mergers and acquisitions.
    • Knowledge and experience with designing and implementing metrics and measurements.
    • Strong project management, organizational/business planning and relationship building skills.
    • Enthusiastic, high-energy individual, self-motivated, people-oriented, and self-directed.
    • Excellent knowledge of best practices around management, control, and monitoring of IT infrastructure.
    • Strong communication skills, both written and verbal.
    • Passion for technologies and systems continuous improvement.
    • Must be willing to work extended hours, nights or weekends, when necessary.

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