IT Support Director

The Director of IT Disaster Recovery and Support provides enterprise leadership for the resilience, compliance, and operational readiness of Medisys Health Network’s IT environment. Reporting to the CIO, this role sets the strategic direction for disaster recovery, emergency management, and business impact analysis, while leading Technical Support and Data Center operations to ensure continuity of critical services.

Job Role and Responsibilities:

Disaster Recovery Planning

Planning:

• Provides enterprise leadership for IT risk management, business continuity, and disaster recovery strategy to safeguard the integrity, availability, and security of organizational systems and data.
• Establishes disaster recovery and business resumption strategies for mission-critical processes and systems to sustain operations during significant disruptions.
• Ensures continuity plans are rigorously tested, documented, governed, and continuously improved to support timely response and recovery.
• Cultivates strategic relationships and external partnerships that strengthen disaster recovery capabilities and response readiness.

Recovery Operation:

• Directs the Command Center and Disaster Recovery team during incident response and recovery operations.
• Leads enterprise damage assessment efforts to inform response priorities and recovery planning.
• Identifies internal and external recovery contacts and contractors.
• Defines the scope of repair work.
• Develops site-specific repair plans and schedules.
• Oversees the restoration of critical operations in alignment with business priorities and recovery objectives.
• Implements mitigation measures.
• Drives post-incident review and integrates lessons learned into future recovery planning and organizational preparedness.

Emergency Management

• Provides strategic oversight for the design, implementation, and governance of enterprise emergency management programs and plans.
• Builds strong cross-functional partnerships to enable coordinated and effective organizational response during emergencies.
• Leads executive and stakeholder communications during unplanned IT/EHR downtime events, including after-hours incidents.

IT Technical Support, including Desktop and Phone Support

• Provides operational leadership for technical support services, ensuring performance against service levels, budget targets, and business expectations.
• Drives continuous improvement in customer support through performance oversight of ticketing, call volume, responsiveness, and service quality.
• Ensures physical inventory is monitored and replenished as needed.

Data Center

• Leads the Data Center function responsible for the performance, reliability, and maintenance of servers, network infrastructure, and critical hardware.
• Anticipates infrastructure growth requirements and implements scalable solutions to support long-term operational needs.

Business Impact Analysis

• Leads the ongoing review and refinement of the Business Impact Analysis to align recovery requirements with enterprise risk priorities.
• Documents issues and lessons learned from business disruptions and tracks progress on open items.
• Evaluates the operational impact of business process disruptions and informs the development of effective recovery strategies.
• Identifies potential loss scenarios during risk assessments.
• Identifies and evaluates the impact of disasters.
• Informs investment decisions related to recovery, prevention, and mitigation initiatives across the enterprise.

Qualifications

• Executive-level communication, documentation, and presentation skills, with the ability to develop clear reporting, dashboards, and supporting materials.
• Demonstrated leadership in guiding teams, influencing technical direction, and managing complex initiatives across multiple priorities.
• Deep understanding of backup and recovery strategies, including synchronous and asynchronous replication, SAN technologies, and database replication.
• Track record of advancing IT processes, tools, and service delivery capabilities.
• Experience administering Epic applications is a plus.
• Ability to coordinate internal and external documentation and installations.
• Ability to work independently and collaborate professionally and courteously with colleagues.
• Knowledge of HIPAA, ISO, and continuous quality improvement principles is strongly preferred.
• Willingness to take on new responsibilities as department needs evolve.
• Ability to respond outside standard business hours when needed.

Work location

Work arrangement: Hybrid, with three days onsite and two days remote each week. The first 90 days require full onsite presence.

Work site: This role is based in Garden City, NY, and Jamaica Hospital Medical Center.