IT Operations Manager

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

The pay range for this position is $105,000 - $110,000 annually.