Manager, IS Support and Operations

The IS Support and Operations Manager oversees frontline information systems support, and core IS operational services, ensuring dependable, secure, and compliant delivery of technology to enterprise-wide users. This role leads the help desk team, manages identity and access workflows for systems, and ensures that infrastructure and system monitoring processes support high-availability patient care operations. The manager partners closely with IS and operational directors, managers, and cybersecurity and compliance teams to operationalize security controls and maintain adherence to healthcare regulatory requirements.

1. Uses an appropriate problem-solving approach to plan performance of service.

• Serves as a key operational liaison between IT, departments, and administrative leadership.
• Promotes strong collaboration between help desk, system administrators, cybersecurity, network, integration, biomedical, and application support teams.
• Differentiates between issues related to software/hardware/network and determines which can be resolved and which must be escalated for resolution.
• Monitors service calls to ensure timely response, accurate resolution, reduce repeat issues, and increase first-call resolution.
• Follows up with IS managers relating to open tickets that need attention.
• Manages and monitors service desk system to ensure data integrity and accuracy.
• Maintains a strong customer-service culture with consideration of the urgency and sensitivity of patient-care operations.
• Proactively plans for support of systems by interacting with project leaders, managers, and end users to meet support needs.
• Assists our outside heath care partners with security measures.
• Ensures proper identity verification for third-party and offshore contractors.

2. Provides services with consideration of the physical, psychosocial, cultural/spiritual, and age specific needs of those served.

• Responds to service requests from enterprise-wide users relating to security, software, hardware, mobile devices, and network issues.
• Works collaboratively with information systems staff members in resolving issues in accordance with established policies and procedures.
• Manages system access request process, user provisioning, and terminations with consideration of system and data security.
• Standardizes onboarding/offboarding processes, including account creation and access to software applications.
• Works with end users to implement multi-factor authentication and secure and self-service password resets.
• Supervises and monitors daily activities of Help Desk personnel to ensure adherence to service level agreements and manage customer expectations.
• Acts as an escalation point for help desk staff to address end user issues or newly identified system issues.
• Coordinates and assists with all activities surrounding the management, implementation, and upgrade of the service desk system.

3. Uses equipment/supplies correctly.

• Has a working knowledge of hardware, software, operating systems, virtualization, business productivity tools (ex. M365), and the network.
• Manages the automated call distribution system workflows for the help desk and works with the network and telecommunications team to make pertinent modifications.
• Understands and follows established procedures for system down time and issue escalation.
• Assists internal staff and external vendors with installation, upgrade, and maintenance of hardware, software, and operating systems.

4. Uses appropriate safety and infection control measures.

• Maintains a clean, secure, and safe environment in the Data Center and Help Desk.
• Promotes a safe environment in the use of technology.
• Adheres to bloodborne pathogen standard, OSHA, and corporate requirements.
• Ensures staff are thoroughly trained in response to emergency events, including Data Center fire protection, temperature management, and water management.
• Implements the organization’s security posture, including protecting software and systems from outside intrusion, social engineering, and developing and managing appropriate user Active Directory accounts.\
• Monitors the Help Desk inbox for security alerts sent from security tools such as M365 Defender and Proofpoint and notifies the security team of these high priority alerts.
• Trains help desk analysts on identity processes for Active Directory, EHR systems, and software applications, including verifying user identity following processes defined by the cybersecurity policies.
• Ensures access provisioning aligns with HIPAA, security, and organizational policies.
• Collaborates with cybersecurity manager to implement MFA, privileged access workflows, and identity governance controls.
• Supports rapid response to access-related incidents, including disabling accounts, suspicious activity, and urgent clinical access needs.
• Works closely with cybersecurity, compliance, and privacy teams to operationalize security controls within IT operations.
• Supports privacy and security compliance efforts, including audits, access reviews, and documentation. 
• Assists with security incident response by providing system, access, and operational insights.

5. Teaches/directs/advises/informs others in an appropriate manner.

• Oversees daily operational monitoring for servers, storage, virtualization, and network components that support EHR, clinical, and business systems.
• Ensures proactive detection and resolution of issues that could impact patient care or operational continuity.
• Maintains staffing levels by interviewing, selecting, orienting, and training help desk analysts and computer operators.
• Supervises Help Desk staff by monitoring, mentoring, and evaluating work performance.
• Leads, coaches, and develops the help desk team to deliver responsive, high-quality support to clinical, business, and remote staff.
• Plans, assigns, and directs work schedules to ensure 24x7 coverage of the Data Center and the Help Desk with minimal overtime.
• Develops and updates functional and technical training programs and documentation for departmental personnel in conjunction with other IS managers.
• Communicates, trains, and mentors staff on new processes, new systems, and support information.

6. Reports/records information correctly.

• Uses appropriate software and reporting tools to document issues.
• Tracks and analyzes trends in help desk calls/tickets to ensure high-level customer service and accountability for team performance.
• Communicates and escalates service impacts, risks, and priorities in a clear, timely manner

Education and Formal Training:

• BS/BA degree in Information Systems, Business, or related field required or equivalent combination of education and advanced industry experience.

Work Experience:

• Minimum five years’ experience in help desk, computer operations, information systems, or customer service environment.

Preferred experience:

• Supervisory or leadership
• Knowledge of service desk systems, Active Directory, or automatic call distribution.
• Experience supporting 24/7 operations.
• Healthcare experience.
• Understanding of Active Directory, identity lifecycle management, and access control principles
• Familiarity with EHR and healthcare systems.
• Knowledge of HIPAA, healthcare compliance requirements, and security best practices