IT Manager

Job Title: IT Manager

Location: Columbia, SC

POSITION SUMMARY

The IT Manager is responsible for the day-to-day operations of Cooperative Health's information technology environment, providing direct oversight of technical support staff, managing IT projects and service delivery, and ensuring reliable, secure, and compliant technology systems across all locations. This role operates under the direction of the Director of Information Technology and serves as a primary point of escalation for complex technical and operational issues within the department.

This is a supervisory, hands-on leadership role in a Federally Qualified Health Center (FQHC) environment. The IT Manager is expected to balance day-to-day operational responsibilities with longer-term project management and staff development, supporting an IT team that serves clinic and administrative sites across Richland, Lexington, Fairfield, and Newberry counties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Infrastructure & Network Management

• Oversees day-to-day IT systems and availability, collaborating with senior network engineering staff on infrastructure alignment.
• Monitors system performance and implements proactive measures to ensure maximum uptime and reliability of servers, wireless networks, internet connectivity, telecommunications systems, and cloud-based services
• Coordinates and schedules large-scale hardware and software installations, upgrades, and system changes across the organization
• Supports the development and maintenance of disaster recovery and business continuity plans for IT systems and operations
• Analyzes hardware and software needs across the organization and identifies and recommends upgrades, changes, and replacements to maintain efficient and effective operations

Healthcare Technology & Clinical Systems

• Supports the maintenance and operation of Electronic Health Record (EHR) systems, practice management software, patient portals, telehealth platforms, and other clinical applications
• Coordinates with clinical leadership and the Director of Information Technology to ensure technology solutions align with patient care delivery requirements and regulatory standards
• Assists in overseeing system integrations between clinical, financial, operational, and third-party healthcare platforms
• Maintains awareness of healthcare IT trends and emerging technologies, advising the IT Director on developments that may impact organizational systems and operations

Cybersecurity & Compliance

• Supports the implementation and maintenance of cybersecurity programs designed to protect organizational data, systems, and patient information
• Ensures IT operations comply with HIPAA, HITECH, and other applicable healthcare information security regulations
• Participates in regular security assessments, vulnerability reviews, and user security awareness training initiatives
• Assists in managing incident response procedures for cybersecurity events and potential data breaches in coordination with the IT Director
• Any identified or suspected security or compliance concerns must be escalated to the Director of Information Technology immediately. The IT Manager is not authorized to unilaterally determine that an identified risk is acceptable - all such determinations are the responsibility of IT leadership.
• Documentation of reported concerns and the actions taken in response will be maintained by IT leadership.

Multi-Site Operations

• Assists in developing and enforcing IT standards and technology practices to ensure consistency across all Cooperative Health facilities
• Coordinates technology deployments, upgrades, and equipment replacements across multiple clinic and administrative locations
• Establishes and monitors service level expectations and performance metrics for IT support services
• Ensures IT-related projects and tasks are completed within scope, on time, and within budget

Vendor & Asset Management

• Manages day-to-day relationships with technology vendors, service providers, and telecommunications partners
• Oversees procurement, inventory control, lifecycle management, and replacement planning for IT equipment and software
• Assists in the negotiation and administration of technology contracts, licensing agreements, and service-level agreements under the direction of the IT Director

Budget & Strategic Planning

• Assists the Director of Information Technology in developing and managing the department's annual operating and capital budgets
• Participates in strategic planning initiatives to align technology resources with organizational goals and the broader IT roadmap
• Identifies opportunities to improve operational efficiency, reduce costs, and enhance service delivery through technology innovation and process improvement

Leadership & Staff Development

• Directly supervises, coaches, and evaluates IT Help Desk staff, ensuring proper daily coverage across all shifts and locations, and stepping in to provide direct ticket resolution or field support when coverage gaps or high volumes demand it.
• Organizes and oversees the schedules and workload of IT support personnel
• Develops and delivers training programs to enhance technical skills and professional development within the IT team
• Serves as the primary operational escalation point, coordinating with senior engineering resources to resolve complex technical issues beyond Help Desk scope.
• Fosters a collaborative, mission-driven team environment consistent with Cooperative Health's organizational values

Reporting & Analytics

• Develops and maintains IT performance dashboards and key performance indicators (KPIs) to track service quality; actively analyzes helpdesk ticket rends to identify systemic technical issues and implement permanent resolutions.
• Provides regular reports to the IT Director regarding system performance, cybersecurity posture, project status, and technology initiatives
• Maintains accurate documentation of IT assets, network configurations, user support activities, and system changes

MINIMUM QUALIFICATIONS

Education & Experience

• Associate's degree in Information Technology, Computer Science, or a related field with a minimum of seven (7) years of relevant IT experience, including at least two (2) years in a supervisory or team lead role; OR
• Bachelor's degree in Information Technology, Computer Science, or a related field with a minimum of five (5) years of relevant IT experience, including at least one (1) year in a supervisory or team lead role
• An equivalent combination of education, training, and experience sufficient to demonstrate the ability to perform the essential functions of the role may be considered at the discretion of the Director of Information Technology
• Experience in healthcare IT or another regulated industry strongly preferred
• Familiarity with HIPAA Security Rule requirements and practical compliance application

Technical Skills

• Proficiency with Microsoft Office Suite and Microsoft 365 environments
• Working knowledge of network infrastructure, server administration, and end-user computing environments
• Familiarity with IT service management (ITSM) platforms and Help Desk operations
• Ability to explain technical issues clearly to both technical and non-technical staff and stakeholders
• Strong analytical and problem-solving skills
• Proficient with or able to quickly learn an array of computer hardware and software platforms

Preferred Qualifications

• CompTIA Network+, CompTIA Security+, or equivalent industry certification
• Experience supporting Electronic Health Record (EHR) systems or comparable clinical information systems
• Experience working in a co-managed IT environment with a managed services provider (MSP)
• Project management experience or familiarity with IT project management methodologies