IT Manager

Job Description

Job Description

The IT Manager serves as the escalation point for on-site incidents, manages technician coverage and scheduling across multiple locations, and partners with the Service Desk, Infrastructure, Security, Applications, and Project Management teams to resolve issues that cross team boundaries. This role balances hands-on technical leadership, people management of geographically distributed staff, and accountability for service performance in each market. 

This is a client-facing leadership role. The IT Manager builds working relationships with practice administrators, clinical leaders, and site staff, protects clinic and procedural uptime, and represents Hopper professionally at every location within the assigned markets. 

ESSENTIAL FUNCTIONS  

On-Site Support Leadership  

• Lead Tier 1 and Tier 2 on-site support for endpoints, peripherals, clinical workstations, printers, telephony and conference equipment, and hands-on network closet work. 

• Serve as the escalation point for on-site incidents affecting clinic operations, procedural schedules, or patient throughput. 

• Set response and resolution expectations for each supported location and hold technicians accountable to them. 

• Establish and enforce consistent on-site standards, runbooks, checklists, and escalation paths across all markets. 

Coverage, Scheduling & Market Operations  

• Build and maintain technician coverage schedules across assigned locations, including multi-site routing, on-call rotation, and holiday and PTO backfill. 

• Match staffing levels to site volume, clinic hours, procedure schedules, and service commitments, and escalate coverage gaps early. 

• Coordinate support for early-morning, evening, and weekend procedural schedules where client operations require it. 

• Travel to market locations on a regular cadence to observe service quality, meet client staff, and support technicians in person. 

Team Leadership & Development  

• Manage, mentor, and develop on-site technicians and senior technicians working at locations away from direct supervision. 

• Set clear expectations, priorities, and performance goals, and hold regular one-on-one and performance conversations. 

• Recruit, onboard, and train new technicians, and build the technical and client-service skills that on-site work requires. 

• Foster a culture of accountability, documentation, ownership, and continuous learning across a distributed team. 

Asset, Hardware & Site Readiness  

• Oversee endpoint lifecycle activities across markets, including procurement requests, imaging, deployment, refresh, retirement, and secure disposal. 

• Maintain accurate asset inventory and appropriate spare stock in each market to keep resolution times short. 

• Support new site openings, relocations, expansions, and acquired practice onboarding, including cabling coordination, equipment staging, and go-live support. 

Service Performance & Continuous Improvement  

• Track and report ticket volume, response and resolution times, first-visit resolution, backlog, and site-level satisfaction. 

• Analyze recurring incidents and root causes by site and asset type, and drive corrective and preventative action. 

• Reduce repeat visits through documentation, standardization, user training, and proactive maintenance. 

Client & Cross-Functional Partnership  

• Build working relationships with practice administrators, clinical leaders, and site staff, and act on their feedback. 

• Act as the operational liaison between on-site teams and the Service Desk, Infrastructure, Security, Applications, and Project Management functions. 

• Provide regular service health updates and incident summaries to IT leadership and to client site leadership. 

• Confirm that support practices at every site meet HIPAA requirements and Hopper security and compliance standards. 

EDUCATION  

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent professional experience will be considered. 

• CompTIA A+ or Network+, Microsoft 365 Certified Modern Desktop Administrator, and ITIL Foundation preferred. 

EXPERIENCE  

• Five or more years in IT support, desktop and field services, or infrastructure operations. 

• Two or more years leading technical support staff, including team members working at locations away from the manager. 

• Experience supporting multiple physical sites, including coverage scheduling and routine travel between locations. 

• Experience with endpoint management, imaging and deployment, hardware lifecycle, and asset inventory. 

• Experience supporting healthcare clinical environments strongly preferred, including clinic, procedural, or ASC settings. 

REQUIREMENTS  

• Valid driver's license, reliable transportation, and willingness to travel routinely between market locations. 

• Ability to work occasional early-morning, evening, weekend, and on-call hours to match clinic and procedural schedules. 

• Ability to manage distributed staff without daily in-person contact. 

• Position is based in the United States and supports United States locations. Legal authorization to work in the United States without employer sponsorship is required. 

KNOWLEDGE  

• Windows endpoint administration, imaging and deployment, and endpoint management tooling including Intune. 

• Microsoft 365 end-user support, including Entra ID, Exchange Online, Teams, and SharePoint. 

• Networking fundamentals, including switching, wireless, VLANs, cabling, and site-level troubleshooting. 

• Clinical and practice technology in ambulatory settings, including EHR workstations, imaging and PACS viewers, check-in devices, label printers, and peripherals. 

• IT service management principles covering incident, request, problem, and change management. 

• HIPAA requirements and security fundamentals as they apply to on-site device handling, physical security, and user access. 

SKILLS  

• Strong people leadership skills, including hiring, coaching, and performance management of distributed staff.