Director, Infrastructure and Operations

Job Posting Title: Director, Infrastructure and Operations ---- Hiring Department: Dell Medical School ---- Position Open To: All Applicants ---- Weekly Scheduled Hours: 40 ---- FLSA Status: Exempt from FLSA ---- Earliest Start Date: Immediately ---- Position Duration: Expected to Continue ---- Location: UT MAIN CAMPUS ---- Job Details: General Notes The Director, Infrastructure and Operations owns the technology infrastructure and end-user service experience for Dell Medical School, UT Dell Medicine, and the UT Dell Medical Center. This role is accountable for the full scope of infrastructure delivery and technology support across clinical, research, education, and administrative functions. Reporting to the Deputy CIO and Deputy CISO, the Director drives the strategic direction for endpoints, server compute, network, data center, edge compute—including infrastructure supporting AI-enabled clinical applications and real-time device integration—connectivity, telecommunications, and audio-visual technologies across public cloud, private cloud, and on-premises environments. The Director is also accountable for day-to-day service quality across all user communities and is expected to maintain a visible presence within those communities to understand firsthand where the technology experience is falling short and to own the outcome of addressing it. Purpose The Director, Infrastructure and Operations provides strategic and operational leadership for enterprise infrastructure and technology support services across Dell Medical School, UT Dell Medicine, and the UT Dell Medical Center. The position leads infrastructure strategy, technology support, hospital infrastructure planning and buildout, Epic infrastructure, cloud infrastructure, network and endpoint management, business continuity and disaster recovery, budget and vendor management, and team development. The role ensures infrastructure and support models are scalable, resilient, secure, and aligned with the needs of clinical care, research, education, and administrative operations while preparing the organization for continued growth and the opening of the new UT Medical Center. Responsibilities Infrastructure Strategy and Federated Operations Develop and communicate a multi-year infrastructure strategy spanning cloud, on-premises, network, biomedical, endpoints, telecommunications, and audio-visual capabilities. Build and operate edge computing infrastructure to support AI-enabled clinical workflows, real-time biomedical device integration, and low-latency data processing at the point of care, in coordination with enterprise AI and data strategy. Maintain a comprehensive integration plan defining shared infrastructure scope, ownership boundaries, and shared service agreements between Dell Medical School and UT Austin ITS/Enterprise Technology. Align infrastructure strategy with Epic EHR, Adobe AEM, Salesforce, Workday, Microsoft Fabric, and enterprise application roadmaps to ensure platform readiness ahead of demand. Establish and govern research computing infrastructure, including high-performance/GPU compute, research data storage, and collaboration with UT Austin's central research computing resources such as TACC, with clear separation between research and clinical production environments to meet differing data sensitivity, IRB, and compliance requirements. Define infrastructure standards, reference architectures, and lifecycle management policies across all technology domains. Design infrastructure and support models that scale efficiently as clinical volume, staff headcount, and facility footprint grow, including the new hospital, future clinics, and program expansion, without proportional increases in cost or headcount. Evaluate technology trends continuously to keep the organization at the leading edge of healthcare infrastructure practice. Integrate cybersecurity and resilience principles into all infrastructure planning in partnership with the Deputy CIO and CISO. Technology Support Services Own the technology service experience for all end users of Dell Medical School and UT Medicine, including clinical staff, researchers, educators, and administrative personnel, with direct accountability for the quality of that experience. Lead and develop the technology support function delivering frontline service across all Dell Medical School and UT Medicine locations, with staffing models and service designs reflecting the distinct needs of clinical care, research operations, and educational programs. Design and staff infrastructure support to operate on a 24x365 basis appropriate to a hospital environment, including on-call escalation tiers, off-hours coverage, and defined availability and uptime targets for clinical-critical systems. Round regularly in clinical, research, and educational spaces to build direct knowledge of the user environment, surface issues before they escalate, and demonstrate visible technology leadership and accountability. Establish and report on service delivery metrics, including first-call resolution, customer satisfaction, and mean time to resolution, with transparent performance accountability. Apply formal continuous improvement methodologies, such as Lean and ITSM maturity practices, to drive measurable and sustained improvements in service delivery. Drive automation and self-service capabilities to improve support efficiency and reduce ticket volume. Manage audio-visual infrastructure for conference rooms, clinical spaces, and educational environments, including design standards, procurement, and ongoing support. Partner with clinical, research, educational, and administrative leaders to ensure technology support aligns with workflows, anticipates emerging needs, and responds effectively when service falls short. Ensure clear ownership boundaries between support operations and endpoint lifecycle strategy, with documented service levels and proces