Who we are

Third Way Health helps medical practices across the United States improve the patient experience while reducing the administrative burden on practice owners. We enable practices to enhance the experience of their patients by providing them with a leading service automation platform and a world class team of service representatives. What unites us is our passion to support physicians and provide better access for patients from all backgrounds.

About the position

We’re seeking a Head of IT to build and lead Third Way Health’s global IT function. This role owns the technology backbone that keeps a high-availability, high-touch healthcare operation running — spanning our US locations, our service delivery hub in Medellín, Colombia, our hybrid workforce, and the future sites we will open as the business scales.

You will set strategy, operating model, and standards for IT across the organization; lead an internal team alongside trusted external partners; deliver the day-to-day IT experience that supports thousands of patient interactions; and partner closely with our Information Security Lead to deliver the IT-side controls that support SOC 2 and customer trust commitments. This is a hands-on leadership role — ideal for someone who can set direction, write the playbook, and still operate at the ticket level when needed.

Responsibilities

• Lead the global IT function across US locations, Medellín, and future sites — setting strategy, operating model, budget, and the team needed to scale with the business.
• Build and operate a tiered support model — Tier 1 help desk for device, access, and connectivity issues, and Tier 2 infrastructure administration — including effective management of external managed service partners.
• Define and operationalize IT service-level commitments for response, resolution, network uptime and recovery, and performance, with disciplined measurement and continuous improvement.
• Own colleague onboarding and offboarding excellence — day-one technical readiness, timely access revocation — and partner with operations to ensure technical readiness for service launches and go-lives.
• Manage the full device and hardware lifecycle, including provisioning, encryption, mobile device management, inventory, refresh planning, and total cost of ownership.
• Operate network, connectivity, VPN, and voice infrastructure with proactive monitoring, incident response, and disciplined recovery, including verification of endpoint health and data loss prevention for the remote workforce.
• Partner closely with the Information Security Lead to deliver the IT-side controls supporting SOC 2 and customer trust commitments — patch management, privileged access, application allow/block lists, and audit evidence.
• Run a metrics-driven monthly operating cadence — real-time dashboards, monthly reporting, vendor and license management, and quarter-over-quarter improvement in service levels and total cost of ownership.

Required skills and qualifications

• 8+ years of IT operations, infrastructure, or end-user computing experience, including 3+ years in a leadership or department-head capacity.
• Track record of running IT for a multi-site, multi-country organization with an in-office hybrid, and remote workforce.
• Hands-on experience operating IT service management platforms (e.g., Jira Service
• Management, ServiceNow, Freshservice, GLPI), including queue design, SLA reporting, and ticket quality.
• Strong operational command of modern device management and identity tooling (e.g. Rippling, Jamf, Intune, Kandji), including encryption, configuration baselines, and patch deployment.
• Networking fluency across LAN/WAN, VPN, QoS for voice, firewalls, switches, and wireless access points, with the ability to lead diagnosis and incident recovery.
• Proven administration of core SaaS and identity platforms (e.g., Google Workspace, Slack, Salesforce, SSO/IdP), including provisioning, deprovisioning, and access governance.
• Experience supporting external audits and compliance programs (e.g., SOC 2, HIPAA, HITRUST, ISO 27001) from the IT operations side, including evidence collection and control ownership.
• Professional fluency in English and Spanish, with excellent written communication and a strong interest in healthcare innovation and high-touch service operations.

Desired skills and qualifications

• Experience building or transforming an IT function in a high-growth healthcare or otherwise regulated environment.
• Experience supporting contact center and voice infrastructure (e.g., Salesforce telephony, Five9, Genesys, Amazon Connect), including call quality and connectivity diagnostics.
• Hands-on experience evaluating and rolling out data loss prevention (DLP) tooling and endpoint detection and response (EDR) platforms.
• Experience designing and running business continuity and disaster recovery exercises.
• Experience owning IT budget, forecasting, and cost optimization, including hardware refresh cycles and license rationalization.
• Experience opening or operating IT for new office locations, including site surveys, ISP negotiation, and physical infrastructure build-out.
• Experience managing external managed service providers as accountable partners, with clear deliverables and performance reviews.
• Familiarity with AI-assisted IT operations, including ticket triage, knowledge base automation, and proactive monitoring.