Role Description The Director, Enterprise IT Support is a people-first leadership role responsible for building, leading, and continuously improving a high-performing IT support organization. This role delivers value through team development, operational discipline, and a structured service delivery model — not as a hands-on technical expert. The Director owns the design and execution of the tiered support model (Tier 0–Tier 2) and ensures consistent, high-quality service delivery across a broad enterprise IT environment, operating in close partnership with the IT PMO, GRC, and Security teams. PRIMARY DUTIES: - People Leadership & Team Development: - Lead, coach, and develop IT support leaders and senior engineers. - Establish performance expectations, accountability structures, and career pathways. - Build a culture focused on ownership, service quality, and continuous improvement. - Service Delivery & Operations: - Own and mature the enterprise IT service delivery model including SLAs, escalation, and performance reporting. - Ensure consistent execution of incident, request, problem, and change management processes. - Tiered Support Model Ownership: - Design and continuously improve the Tier 0 (self-service), Tier 1 (service desk), and Tier 2 (technical escalation) model. - Increase automation and self-service adoption to reduce ticket volume. - Technology Operations Oversight: - Provide governance-level leadership across infrastructure, endpoint, identity, ITSM platforms, M365, and business application support. - This is a leadership role, not a hands-on technical position. - Cross-Functional Alignment: - Partner with IT PMO for operational readiness. - Align with GRC for compliance and audit adherence. - Coordinate with Security for incident response integration. - Ensure operations align with enterprise IT strategy. - Vendor & Financial Management: - Manage key vendor relationships and performance outcomes. - Own and manage an IT operations budget of approximately $5M. - Drive cost optimization and efficient resource utilization. Qualifications - Strong people leadership and team-building capabilities with a demonstrated track record. - Ability to operate effectively in a matrixed, cross-functional IT organization. - Broad working knowledge of enterprise IT domains; deep subject matter expertise not required. - Ability to translate strategy into operational execution. - Strong communication skills with both technical and business stakeholders. Requirements - Bachelor’s degree in Information Technology, Business, or a related field required. - 5+ years leading IT operations, infrastructure, or support teams. - Proven experience managing leaders or senior technical staff in a matrixed environment. - Experience operating or improving a tiered IT support model (Tier 0–Tier 2). - Exposure to multi-domain IT environments: infrastructure, security, endpoint, and applications. - Experience with ITSM platforms and vendor performance management. - Experience managing operational budgets and performance metrics. - Fluent in English required; additional languages beneficial for global coordination. Benefits - Competitive benefits package. - Continuous training and development opportunities. Physical Demands - Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment. - Ability to communicate effectively verbally and in writing. - Ability to see and read computer screens and printed documents, including prolonged periods at a screen. - Ability to travel to meet with clients or attend industry events. Work Environment - Remote. If based near a New Era Technology office (FL, IN, NY, MA, or PA) then Hybrid may be an option. - Travel to New Era Technology offices and client sites as needed. - Regular interaction with cross-functional teams and vendor partners across multiple time zones. Expected Hours of Work - Monday – Friday, 8am – 5pm Eastern Time. - Required hours may vary based on business needs, incident response, and global coordination obligations. Travel - Up to 10% travel may be required. Salary - $125,000 - $150,000 depending upon experience.

Role Description Quavo is looking for authentic and courageous professionals to join our team. If you're a driven, accountable, and innovative problem solver who thrives in a collaborative environment — working alongside like-minded teammates who are passionate about improving the client experience — then you're going to love working at Quavo! As an IT Intern at Quavo, you'll be an integral part of the team that keeps our internal technology running smoothly. Working closely with senior IT staff, you'll help maintain the health and integrity of our information systems — managing user access, supporting internal tools, and responding to employee requests. This role is a great fit for someone eager to build hands-on IT experience in a fast-paced, team-driven environment where your contributions genuinely matter. - Process and manage user access requests - Monitor dashboards to track, prioritize, and follow up on open issues and requests - Collaborate with Quavo employees to troubleshoot and resolve identified issues - Support project management tools including Azure DevOps, Confluence, and Jira - Provide laptop setup and support for internal staff Qualifications - Familiarity with Windows environments - Ability to juggle multiple tasks and prioritize effectively - Comfortable working independently with minimal supervision - Strong verbal and written communication skills, with the ability to work effectively across teams and with business stakeholders - A collaborative mindset and eagerness to contribute to a team-oriented culture

• Define and maintain enterprise architecture (EA) frameworks, standards, and reference architecture across business domains (application, data, infrastructure, and integration) • Collaborate with Governance Committee and Architecture Review Board (ARB) to ensure compliance with standards • Develop and enforce architecture principles, design patterns, and technology selection criteria • Align IT strategy with business capabilities, creating capability maps and future-state architecture roadmaps • Provide architectural oversight for major programs, ensuring scalability, interoperability, and long-term sustainability • Lead the development and adoption of enterprise reference architectures for on-prem and cloud applications, data, integration, security, and digital platforms • Standardize technology stacks, APIs, and integration patterns (e.g., microservices, event-driven architecture) • Define best practices for hybrid/multi-cloud environments and platform engineering • Ensure alignment with regulatory, compliance, and cybersecurity requirements • Establish and scale a unified DevSecFinOps model integrating development velocity, security posture, and cost optimization across Taylor • Drive adoption of CI/CD pipelines, infrastructure-as-code (IaC), automated testing, and release management frameworks • Embed security controls into development workflows and SDLC processes • Assess current application landscape and define modernization strategies (rehost, replatform, refactor, retire, replace) • Lead transformation toward cloud-native, API-first, and composable architectures • Partner with business stakeholders to prioritize modernization initiatives based on value and risk • Identify, evaluate, and incubate emerging technologies (Spec-Driven Development, AI/ML, Agentic AI, automation, data platforms, etc.) • Build partnerships with technology vendors, startups, and system integrators • Mentor architects and engineering teams, fostering a culture of engineering excellence and continuous improvement

Role Description We are seeking a Patient Portal and Technical Support Service Desk Associate to join our healthcare team. This role involves providing comprehensive support for patient portal applications and technical assistance to users. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a deep understanding of healthcare applications and technical support processes. - Handle inbound patient and user calls in a call center environment supporting customers 24x7x365. - Engage in ongoing training and development for next-level support and promotional advancement. - Respond to incoming Patient Portal and Technical Support Service Desk calls regarding workflow issues, application errors, access, and functionality. - Provide professional and high-quality customer service to patients and users through adherence to scripts, workflows, and compliance with corporate policies and procedures. - Provide front-line technical support for all patients and users, serving as the first point of contact for login and technical assistance. - Escalate complex technical and application issues to the appropriate teams when necessary. - Identify and suggest possible improvements to patient experience and deliver exceptional customer service to all callers. - Read text on computer screens for the duration of the shift. - Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks. - Ensure a quiet, private workspace with high speed, wired internet. - Have a working cell phone for manager communication and Two-Factor Authentication. Qualifications - Bilingual (speaking & writing). - 1 to 3 years of customer service experience, preferably in a contact center or medical environment. - 1 to 3 years of experience analyzing and solving customer problems. - Ability to communicate technical information clearly to non-technical users. - Strong organizational skills and attention to detail. - High school diploma or equivalent required. Requirements - Experience in a call center environment. - Demonstrate a service philosophy in all interactions. - Effective communication and interpersonal skills. - Proficient typing and English language skills (both verbally and in writing). - Demonstrate the ability to actively listen to callers, analyze their needs, and determine the appropriate action based on the customer's requirements. - Exceptional ability to work optimally in a fast-paced environment. Benefits - Full comprehensive benefits package starting from your first day of employment.