Manager, IT Operations and Support

Job Description

Job Description

7,000 Diseases - 500 Treatments - 1 Rare Pharmacy

PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.

We are seeking team members who:

Are inspired and compassionate problem solvers;

Produce high quality work;

Thrive in the excitement of the ever-challenging environment of modern medicine; and

Are committed to achieving superior health outcomes for people living with rare and devastating diseases.

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases. |

Join the PANTHERx team, and define your own RxARE future in healthcare!

Location: Pittsburgh, PA (Hybrid)

Classification: Exempt

Status: Full-time

Reports to: Director of IT Infrastructure

Purpose

The Support & Operations Manager is responsible for transforming PANTHERx's support organization from a reactive help desk into a proactive, technical operations function. This role owns end-user support, IT service management, and the buildout of a Site Reliability Engineering (SRE) practice that drives monitoring, observability, and incident response across the enterprise. This is a technical leadership role requiring someone who can manage day-to-day operations, drive automation and self-service, and build scalable processes that improve the experience for PANTHERx teammates while reducing operational toil.

Responsibilities

• Manages a team of 7 across two sites (Pittsburgh, Memphis), including 5 helpdesk/support engineers and 2 SRE engineers. Provides leadership, removes blockers, and ensures operational excellence.
• Builds and operationalizes an SRE practice from the ground up, including monitoring strategy, observability tooling (Grafana), incident escalation workflows, on-call rotations, and runbook development.
• Partners with application teams to onboard systems into Grafana, build executive and engineering-level dashboards, and establish observability standards across infrastructure and application layers.
• Drives automation and self-service initiatives to reduce ticket volume and improve user experience, prioritizing password resets, laptop provisioning, and access request workflows.
• Partners with Application Support Manager to evaluate, select, and implement a modern IT service management (ITSM) platform that replaces current helpdesk software and supports ITIL-aligned processes.
• Owns end-user support for laptops, peripherals, conferencing technology (Teams Rooms), M365, and other productivity tools across PANTHERx sites.
• Designs and implements processes for IT service delivery, including incident management, change management, knowledge base development, and SLA tracking.
• Manages the full lifecycle of conferencing technology, including Teams Rooms provisioning, troubleshooting, AV coordination, room design, and collaboration with facilities on new buildouts.
• Evaluates and implements incident escalation tooling (PagerDuty, xMatters, or equivalent) to support 24/7 SRE operations and critical incident response.
• Develops and maintains documentation for support processes, SRE runbooks, escalation procedures, and system configurations.
• Monitors team performance, ticket metrics, and SLA compliance. Identifies trends, bottlenecks, and opportunities for process improvement.
• Participates in on-call rotation for critical infrastructure and application support.

Required Qualifications

• 7+ years of experience in IT operations, support, or SRE, with at least 3 years in a leadership or management role.
• Proven experience building an SRE practice, including monitoring/observability tooling, incident management, on-call workflows, and runbook development.
• Hands-on experience with Grafana or similar observability platforms (Datadog, Splunk, Prometheus, ELK) in hybrid or cloud environments.
• Experience evaluating and implementing ITSM platforms (ServiceNow, Jira Service Management, Freshservice, or equivalent).
• Strong background in IT automation and self-service tooling (PowerShell, Python, Intune, Azure Automation, or equivalent).
• Experience managing end-user support teams, including helpdesk operations, ticket triage, escalation processes, and SLA management.
• Knowledge of Microsoft Teams Rooms, AV systems, and conferencing technology lifecycle management.
• Experience with incident escalation tools (PagerDuty, xMatters, Opsgenie, or equivalent).
• Ability to partner cross-functionally with application, infrastructure, and security teams to drive shared operational goals.
• Strong process development skills, including the ability to design workflows, document procedures, and drive adoption across teams.

Preferred Qualifications

• Experience in healthcare or other highly regulated industries (HIPAA, SOC 2, or equivalent compliance frameworks).
• ITIL Foundation or higher certification.
• Background in DevOps or Infrastructure as Code practices (Terraform, Ansible, CI/CD pipelines).
• Experience with Azure Monitor, Log Analytics, or other cloud-native observability tools.
• Familiarity with Microsoft Intune, Autopilot, and endpoint management platforms.
• Knowledge of Active Directory, M365 administration, and identity/access management.

Work Environment

This position operates in a home or professional office environment with regular travel to PANTHERx sites (Pittsburgh, Memphis) as needed. This role routinely uses standard office equipment such as computers, phones, and collaboration tools.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, see, talk, or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms. Visual acuity is necessary for tasks such as reading or working with various forms of data on a screen. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Benefits:

Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program! Generous paid time off is also available to all full-time employees, as well as limited paid time off for part-time employees. Of course we offer paid holidays too!

Equal Opportunity:

PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.