National Registry of EMTs, Director of Information Technology
Cutting support cost while raising service satisfaction
Redesigned the IT support model, cutting cost about 40% and raising satisfaction from about 55% to 95%.
$4.5M
Technology budget
Owned across the technology function
About 40% lower
Support cost
After redesigning the support model
About 55% to 95%
Satisfaction
After the transition
The situation
As the organization grew, one in-house system administrator covered the help desk, laptop provisioning and decommissioning, network security, and administration of enterprise applications. That model had served the organization well, but the scope had outgrown what one generalist role could cover.
The organization needed deeper coverage across Microsoft 365, Azure, infrastructure, enterprise applications, devices, and help desk support, with one person accountable for how the whole function performed.
The responsibility I carried
Owned a $4.5M technology budget, including a 20-person team. Ran Entra ID and Okta SSO across enterprise applications.
Led PCI compliance and operated to NIST and HIPAA requirements. Reviewed third-party SOC 2 reports before enterprise adoption. Oversaw BCP/DR for systems serving 600,000 clinicians at 99.95% uptime.
What changed
I redesigned the support model around a managed-services partner with specialized coverage across Microsoft 365, enterprise applications, Azure, infrastructure, device provisioning and decommissioning, and the help desk.
The change gave the organization broader technical coverage and clearer accountability than one generalist role could provide.
The result
Redesigned the IT support model, cutting cost about 40% and raising satisfaction from about 55% to 95%.
The organization gained specialized coverage across more areas, while internal leadership retained ownership of priorities, risk, vendors, and results.
Why it matters for your organization
The right support model depends on your size, systems, risk, and required coverage. A single internal generalist can run out of depth and availability. An MSP without clear executive ownership can become overhead your team still has to manage.
The goal is to decide what belongs inside, what should be handled by specialists, and who remains accountable for the result. That ownership decision comes before selecting a vendor or opening a new role.
Technology
Microsoft 365, Azure, Entra ID, Okta SSO, enterprise applications, device management, help desk operations, security governance, and business continuity planning.