IT Infrastructure Systems Manager - Remote

Technology Infrastructure – Systems Manager, IT 

We are looking to have this position start in early Q1 2025

As Heartland Dental continues to grow and evolve as an organization, so will our technology needs and landscape.  In alignment with our broader technology strategy, Heartland Dental has expanded the capabilities and focus of our Technology Infrastructure team to better meet business needs.  

The Technology Infrastructure System Manager role at Heartland leads one of four teams (Technology Infrastructure Systems, Networking/Telephony, Client Technologies, and Operations) and oversees cloud and data center systems. This role shapes our infrastructure strategy, designs architecture, and ensures mission-critical systems are delivered. 

Collaboration with IT teams, stakeholders, and vendors is key, balancing technology with financial and contract management. The IT Infrastructure Manager drives enterprise standards, communicates infrastructure goals, and delivers cost-effective services. 

Key technologies include MS Active Directory, Nutanix hyper-converged infrastructure, VMWare hypervisor, Windows based servers, and data protection services.   

Heartland Dental is the country’s largest Dental Support Organization (DSO) and proudly supports 1700+ dental offices, with around 19,000 team members across the country and revenue exceeding $3 billion annually. In 2018, leading global investment firm, KKR, became a majority investor in Heartland Dental. Heartland has pioneered the DSO model and has grown significantly since its inception. The company has ambitious expansion plans, and to support future growth has created a dedicated program around scalability.  

Below is an overview of the duties and responsibilities you would take on in this role: 

• Establish a culture of accountability by setting and monitoring performance standards and departmental performance goals; mentor staff; measure staff performance and complete regular performance reviews and rankings.
• Possess and convey knowledge of infrastructure technologies as well as the ability to consistently implement process improvements to increase efficiency and effectiveness.
• Lead the development of Infrastructure standards, baselines and roadmaps for applicable technology areas. 
• Influences others outside of own job area regarding policies, practices and procedures​
• Leverage vendors and partners as appropriate to ensure solutions are up-to-date and are following industry best practices.
• Effectively manage technological risks and approaches by integrating security concepts into our solution designs.
• Ensure team adherence to Service Management goals and participate in Service Management process development.  
• Partner with Infrastructure Operations leadership to mature our operational capabilities.
• Acquire a deep understanding of Heartland’s business operations and collaborate with business teams to ensure seamless coordination of IT changes with minimal disruption to business processes.  Lead the Infrastructure team in our cloud strategy, migration and adoption efforts by collaborating with direct reports to implement technical solutions that align with existing strategies and project goals.
• Lead a multi-year initiative to optimize our Active Directory environment, enhancing performance, standardization, and overall organization in alignment with our strategic objectives. Act as the representative for your team in the ongoing enhancement of Technology Infrastructure strategic goals and spearhead the creation of supporting initiatives.
• Collaborate with Engineers to estimate the level of effort required, utilizing existing resource management processes.
• Establish processes for estimating effort, maintaining an accurate schedule, and forecasting engineering demand to consistently meet delivery commitments.

Minimum Requirements: 

• Bachelor's degree in relevant field, or equivalent work experience and 2+ years of strong leadership and supervisory responsibilities.
• 5+ years of experience in IT and 2+ years of strong leadership and supervisory responsibilities.
• Technical skills
  • In-depth knowledge and understanding of IT Infrastructure and Security, including industry best practices
  • IT Infrastructure Library (ITIL) knowledge or certification 
  • Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts to IT department.
  • Excellent organizational skills and attention to detail.
• Personality skills
  • Ability to navigate and embrace healthy conflict within the team, with vendors and with other business functions to deliver exceptional solutions.
  • Flexible team player who is always professional and service oriented.
  • Inquisitive personality striving to understand the business drivers for our Technology offerings.
  • Builds strong relationships inside and outside of Heartland’s IT teams.  
• Commitment skills
  • Strong ability to prioritize and delegate/coordinate completion of critical tasks as appropriate.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Actively manage portfolio of active projects and internally managed efforts.
  • Strong analytical and problem-solving skills.
  • Commitment to self-improvement and team development
• Travel is expected to be scoped to quarterly offsite and planning meetings.  Additional travel is expected to be as needed for internal and external training as well company gatherings/events.

Desirable Qualifications: 

• Master's degree in computer science, information systems, business administration or related field, or equivalent work experience.
• Five plus years of IT management experience, delivering in a multi-location, B2B, high availability, fast paced environment.
• Experience with IaaS, PaaS and other on other cloud-based technology models.
• Experience working in a hybrid cloud environment (Azure and GCP)
• Two or more years of experience in establishing standard ITIL processes and managing key metrics.
• Experience in the dental industry

Physical Requirements: 

• Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position 
• Prolonged periods sitting at a desk and working on a computer 
• Must be able to lift up to 15 pounds at times 

We put our people first at Heartland Dental, and that shows in our generous benefits package. 

Company retains the sole discretion to change the duties of the position at any time. 

We provide all employees and applicants for employment with the protections of federal, state, and local laws affording equal opportunity in employment.