Job Description
About the position
We are looking for a Director, IT & Help Desk to lead and scale our internal technology infrastructure and employee support function. This is a strategic and hands-on leadership role responsible for building a secure, efficient, and high-performing IT environment that enables every team at Hello Heart to do their best work.
Reporting into our VP of User Operations, you will define and execute our internal IT strategy, oversee help desk operations, and elevate the employee technology experience across our hybrid workforce with multiple locations. You will partner cross-functionally with Security, Legal, People, and Executive Leadership to ensure our systems are secure, compliant, scalable, and user-friendly.
- Responsibilities
- Define and execute a global IT strategy that supports a regulated healthcare environment to support 3x organizational growth across multiple locations around the world.
- Lead and scale a high-performing global IT and Help Desk organization with clear SLAs, executive white-glove support, and standardized processes across all locations
- Own IT risk, compliance, and audit readiness, including HIPAA alignment, access governance, endpoint security posture, logging, retention, and business continuity planning
- Architect and optimize identity, device, and collaboration infrastructure, including MDM, zero touch provisioning, SSO, Google Workspace Enterprise, and least privilege access models
- Own global office technology infrastructure, including networking, secure connectivity, A/V systems, and operational support for board meetings and company events
- Manage IT budget, vendor strategy, contract negotiation, licensing optimization, and third-party technology governance in partnership with Security and Legal
- Drive automation and modern workplace innovation, including secure adoption, governance, and enablement of Gen AI tools to improve employee productivity while mitigating data, privacy, and regulatory risk
- Requirements
- Ability to work hybrid from our Menlo Park office at least 2-3 days per week or as needed
- 10+ years of IT and Help Desk experience, including 5+ years in a leadership or management capacity
- Strong expertise in Google Workspace Enterprise, MDM platforms, and SSO systems
- Experience managing macOS, iOS, and Android environments in a hybrid or distributed workforce
- Proven ability to design and scale onboarding, device management, and user lifecycle processes
- Experience supporting executive leadership, including C-suite stakeholders
- Demonstrated success managing vendor relationships, negotiating contracts, and optimizing technology spend
- Demonstrated experience integrating AI-driven solutions into core workflows to improve efficiency, scalability, and decision-making
- Strong project management and cross-functional collaboration skills
- Data-driven mindset with experience building reports, dashboards, and operational metrics
- Bachelor’s degree or equivalent work experience
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