IT Operations Manager

Scope: The IT Operations Manager is responsible for the day-to-day leadership, management, and execution of IT operations, including end user support, application support, EDI operations, business systems administration, and technology service delivery. The role directly supervises operational IT staff, serves as the primary escalation point for operational technology issues, and ensures the effective delivery of technology services across the organization.
Reporting directly to the Vice President of Technology, the IT Operations Manager implements departmental priorities and operational initiatives while collaborating with Development, Cybersecurity, Data Analytics, Infrastructure, and business stakeholders to ensure technology services align with organizational needs. The role is responsible for fostering a high-performing team environment, promoting cross-functional collaboration, and maintaining operational excellence across supported systems and services.
Education:

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Administration, Technology Management, or a related field required; equivalent combination of education and relevant experience may be considered.
• Additional education or training in IT service management, systems administration, cybersecurity, cloud technologies, project management, leadership, or healthcare technology operations is desirable.

Licensure/Certification Requirements:

• ITIL, Microsoft, CompTIA Security+, Project Management Professional (PMP), Certified Associate in Project Management (CAPM), or other relevant technology operations, service management, or leadership certifications preferred.
• Microsoft 365, Azure, cybersecurity, cloud administration, and business systems administration certifications are desirable.

Experience:

• Minimum of five (5) years of progressively responsible experience in IT operations, service delivery, technical support, application support, systems administration, or related technology functions.
• Minimum of two (2) years of supervisory, team leadership, or people management experience required.
• Demonstrated experience leading, mentoring, developing, or coordinating technical staff and operational technology activities.
• Experience supporting healthcare information systems, proprietary software solutions, client-server environments, remote workforces, and regulated operational environments is desirable.
• Experience coordinating activities across business users, software development, cybersecurity, analytics, vendors, and client-facing teams is preferred.
• Experience overseeing client implementations, EDI operations, business system administration, operational support services, and service delivery functions is highly desirable.
• Experience administering Microsoft 365 and supporting cloud-based technology platforms, identity management, software licensing, and SaaS applications is preferred.
• Experience supporting Azure environments and coordinating with infrastructure teams, managed service providers, and technology vendors is preferred.

Requirements/Skills:

• Strong understanding of IT operations, service delivery, application support, endpoint management, business systems administration, and operational security practices.
• Demonstrated ability to lead operational teams, establish priorities, manage competing demands, and ensure successful execution of departmental objectives.
• Strong understanding of customer service principles, incident management processes, escalation management, service performance measurement, and continuous improvement practices.
• Ability to evaluate technical and operational issues, determine appropriate resolution paths, and coordinate resources across multiple technical disciplines.
• Strong knowledge of Microsoft 365 administration, SaaS application management, software licensing, identity and access management, and cloud-based technologies.
• Working knowledge of Azure administration, infrastructure operations, reporting solutions, SQL databases, Crystal Reports, and business application environments.
• Ability to translate business needs into operational requirements and coordinate activities between business stakeholders and technical teams.
• Strong written, verbal, organizational, time management, problem-solving, and decision-making skills.
• Demonstrated ability to mentor, coach, develop, and manage technical staff while fostering accountability, collaboration, knowledge sharing, and continuous improvement.
• Ability to build productive working relationships across Development, Cybersecurity, Data Analytics, Infrastructure, IT Operations, vendors, clients, and executive leadership.
• Ability to communicate effectively with technical and non-technical audiences at all levels of the organization.
• Ability to handle complex situations tactfully, professionally, and diplomatically.
• Strong computer skills with proficiency in Microsoft Office Suite products.

Duties and Responsibilities:
IT Operations and Service Delivery

• Leads day-to-day IT operations, including help desk support, application support, service delivery, incident management, and operational technology administration.
• Ensures support requests, incidents, and operational issues are managed, prioritized, communicated, and resolved in accordance with established service expectations.
• Serves as the primary escalation point for operational technology issues affecting users, applications, systems, or business processes.
• Establishes and maintains operational procedures, support standards, documentation, and service delivery metrics.
• Monitors operational performance and identifies opportunities to improve efficiency, service quality, and user experience.
• Ensures operational activities support departmental priorities established by the Vice President of Technology.

Staff Leadership and Development

• Directly supervises Help Desk, EDI, and other IT operational support personnel as assigned.
• Provides leadership, mentoring, coaching, and performance management to support employee growth and development.
• Establishes performance expectations and promotes accountability, customer service excellence, and continuous improvement.
• Supports recruitment, onboarding, training, succession planning, and professional development activities.
• Ensures appropriate staffing coverage, workload distribution, and resource allocation to meet operational needs.

Business Systems Administration

• Oversee administration and support of assigned business technology platforms, including Microsoft 365, Adobe, RingCentral, AskNicely, NICE inContact, and other enterprise applications.
• Maintains responsibility for licensing, user provisioning, access management, and configuration governance for assigned platforms.
• Serves as the escalation point for complex business systems issues and coordinates resolution with internal staff, vendors, and service providers.
• Evaluates business system performance and recommends improvements to increase reliability, efficiency, and user adoption.
• Coordinates software licensing renewals, vendor relationships, and operational support requirements for assigned platforms.

EDI Operations and Client Implementation Support

• Oversee day-to-day EDI operations, client onboarding activities, implementation coordination, testing efforts, and production readiness.
• Directly supervises EDI support resources and serves as the escalation point for implementation and transaction-processing issues.
• Ensure EDI implementations, file modifications, and operational changes are completed accurately and within established timelines.
• Coordinates activities between clients, IT operations teams, vendors, development resources, and business stakeholders to support successful implementation outcomes.
• Monitors implementation progress, operational readiness, issue resolution, and post-implementation support activities.

Application Support, Reporting, and Operational Escalations

• Serves as the primary escalation point for application support, reporting, workflow, and operational technology issues.
• Oversees support processes for proprietary software applications and business systems to ensure effective issue resolution and user support.
• Provides guidance and oversight for reporting requests, data validation efforts, and reporting-related troubleshooting activities.
• Serves as an escalation resource for SQL-based reporting solutions, Crystal Reports development, and reporting data requirements when necessary.
• Ensures appropriate triage and escalation of issues to Development, Cybersecurity, Infrastructure, Data Analytics, vendors, or other resources as required.
• Identifies recurring issues, process gaps, and operational risks and develops recommendations for improvement.

Infrastructure and Cloud Operations Coordination

• Participates in administration and support of the organization's Azure environment in collaboration with the Vice President of Technology, Network Administrator, and managed service providers.
• Supports management of cloud services, identity systems, access controls, monitoring, and operational maintenance activities.
• Acts as a consulted stakeholder for infrastructure planning, operational changes, technology projects, and service improvements.
• Coordinates operational support activities involving infrastructure resources and external technology partners.
• Supports business continuity, disaster recovery, and incident response activities as assigned.

Cross-Functional Technology Collaboration

• Partners with the Vice President of Technology to promote effective collaboration between IT Operations, Development, Cybersecurity, Data Analytics, and Infrastructure teams.
• Coordinates operational readiness, communication, support planning, and adoption activities for technology initiatives.
• Helps align operational priorities and resource needs with departmental and organizational objectives.
• Communicates operational risks, challenges, recommendations, and improvement opportunities to technology leadership.
• Supports execution of departmental goals and strategic initiatives established by the Vice President of Technology.

Financial and Administrative Responsibilities

• Assists with planning, monitoring, and management of operational technology expenditures.
• Reviews and approves vendor invoices, purchases, and technology-related expenses as assigned.
• Participates in vendor management activities and supports contract administration efforts.
• Performs other duties as assigned by the Vice President of Technology or Chief Operations and Technology Officer.
• Adheres to all company policies and procedures.

Work Environment / Physical Demands: This position is in a typical office / home office environment which requires prolonged sitting in front of a computer.  Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.   

We are an Equal Opportunity Employer including disability/veterans.
 

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