Job Summary
The IT Operations Manager is an experienced IT Operations professional who oversees and directs the day-to-day IT operations activities that ensure systems, services, devices, and infrastructure work reliably and securely; and end-users receive the highest level of support in the use of IT products and services. This includes managing a team of IT operations and support staff; ensuring operations and maintenance activities are performed in a timely and efficient manner; engaging with technology suppliers/service providers; and driving continuous improvement through system performance analysis and learning.

As an IT Operations Manager, you will be responsible for overseeing the efficient management of an organization's IT infrastructure and user support. The core areas of responsibility for this role include:
Managing IT Infrastructure
Your first responsibility as an IT Operations Manager is to manage the IT infrastructure of the company. This will involve working closely with the Network and System Administrators on the team, vendors, and other specialists to ensure that the hardware, software, and networking components of the company's IT system are up-to-date and functioning efficiently.
In addition to the day-to-day management of the IT infrastructure, you will be responsible for planning and executing long-term strategies for infrastructure development, including the integration of new technology and the retirement of outdated systems.
Overseeing System Maintenance and Upgrades
Maintaining the smooth running of all IT systems is a pivotal part of an IT Operations Manager's role. You will take responsibility for ensuring that preventative maintenance tasks are carried out, and that appropriate upgrade plans are put in place to ensure that existing hardware and software remains up-to-date.
You will work with a variety of stakeholders to develop and implement system maintenance and testing schedules, user support, backup and disaster recovery strategies. You will also be responsible for ensuring compliance with all relevant standards and regulations.
Monitoring Network Performance
Your role as an IT Operations Manager will also require you to take responsibility for monitoring network performance. You will work closely with Network and System Administrations, vendors and monitoring tools to identify and resolve network performance issues as soon as they arise. You will also monitor network changes and ensure that they are well-documented and understood by all relevant parties.
Analyzing Data and Reporting Metrics
As an IT Operations Manager, you will be responsible for analyzing data to identify trends, patterns, and issues. You will communicate your findings to the relevant team members. Your reports will focus on both technical metrics and business impacts.
Leadership and Team Management
The IT Operations Manager leads and supports a team of System and Network Administrators and the IT Service Desk. The IT Administration team members implement and operate the CVCH network and systems infrastructure, serve as Tier 2 support for IT Service Desk, and monitor system stability and performance. The IT Service Desk team serves as the entry point and single point of contact for IT. The role of the IT Service Desk is to capture demand for incident resolution and resolve common, well-defined service requests. The IT Operations Manager provides direction and support for these team members, ensuring that they are equipped with the necessary resources to deliver quality products and services to the organization.

IT Service Management Practices and Standards
The IT Operations Manager is also responsible for developing, implementing, and continuously improving a set of IT practices for IT Asset Management, Change Management, Monitoring and Event Management, Configuration Management, Service Desk, Incident and Problem Management, Deployment Management, and others as identified.

An IT Operations Manager is responsible for overseeing the efficient management of an organization's IT infrastructure, maintaining the smooth running of all IT systems, monitoring network performance, analyzing data to report metrics, and helping to develop the skills of IT professionals. These duties require a deep understanding of IT systems, strong analytical skills, excellent communication skills, high standards for structure and organization, and a relentless desire to help people perform their best work.
Ideal candidates will have experience as a lead or supervisor and are looking to grow their leadership/management skills. Our team is seeking someone who is well-versed in best practices, standards, operational procedures for IT service management, and is passionate about helping teams grow and mature in these areas. This position reports to the Organization Technology Director.

Job Specific Competencies
•Technical Proficiency
o Oversee the daily IT operations and support ensuring that systems and networks are running smoothly, and end-user requests are being responded to in a timely manner.
o Working knowledge and holds a high bar for following industry standards and best practices for IT operations.
o Hands-on system and/or network administration experience that includes: maintaining and optimizing the enterprise network and servers; device management; data storage and backup; network/system security; hardware and software installation/upgrade/configuration; and data handling in a compliance-driven industry.
o Evaluate and implement new technologies and systems that improve the IT infrastructure and support the organization's strategic pillars.
o Assess system performance and recommend improvements.
•Leadership and Team Management
o Lead and coordinate a team of IT Operations professionals and provide guidance and support to ensure that they are meeting their work performance and professional development goals.
o Coach and mentor IT Operations staff in system installation, configuration, and analysis.
o Effectively manage multiple projects and tasks.
o Create and implement systems of organization and structure for self and the team.
o Effectively prioritizes and delegates work to the team while maintaining control and visibility.
•Process Implementation and Improvement
o Develop and implement processes and procedures, aligned to IT policies, to improve IT operations and increase efficiency and productivity.
o Ensure the organization's IT policies and procedures are up to date and compliant with industry standards and regulations.
o Knowledge of ITIL 4.0 principles and practices.
•Supplier Management
o Interface with vendors, suppliers, and other external parties to solicit quotes and proposals for new technology needs.
o Manage technology suppliers and service providers to ensure contractual commitments and performance expectations are being met.
o Review and approve invoices based on accuracy and alignment with contract terms.
•Fiscal Responsibility
o Track and monitor IT expenses to ensure they are in line with the IT budget.
o Oversee IT's inventory of devices, accessories, and other equipment to ensure appropriate levels of stock to quickly respond to business needs while not incurring unnecessary expenses.
o Continuously identifies opportunities to reduce IT costs and get more value out of the organization's IT investments.
•Learning Agility and Growth Mindset
o Keep up to date with the latest industry trends and developments in IT operations management.
o Challenge team members to learn new skills and hold them accountable to their professional development goals.
o Promote an environment where it is safe to experiment and learn through failures.
•Customer Service
o Sets a high standard of customer service and demonstrates creative problem-solving related to user/business needs.
o Able to communicate technical, complex information in practical, simplistic ways to users with varying levels of technical understanding.
o Handles escalations in a way that results in a win-win situation and leaves the user with a positive impression of IT.

General Duties and Responsibilities
1. Performs other duties and tasks as assigned by supervisor.
2. Expected to be prepared to start shift at scheduled time, meet attendance standards, and work the hours necessary to perform the essential functions of the job.
3. Follows all safety policies and general housekeeping practices. Ensures the area and its equipment and supplies are neat, clean, safe and utilized appropriately at all times, and participates in emergency drills.
4. Demonstrates sound work ethics, flexible, and shows dedication to the position and the community.
5. Demonstrates a positive attitude, is respectful, and possesses cultural awareness and sensitivity toward clients and co- workers.
6. Keeps customer service and the mission of the organization in mind when interacting with all clients, co-workers, and others.
7. Employees are expected to embrace, support and promote the core values of respect, integrity, trust, compassion and quality which align with the CVCH mission statement through their actions and interactions with all patients, staff, and others.
8. Conforms to CVCH policies and Joint Commission
9. Ensures the IT infrastructure and systems are compliant with HIPAA regulations, PCI (Payment Card Industry) standards, and other information/data security standards.

Job Specifications
1. Education: Bachelor's of Science or Arts degree in Information Technology, Computer Science, Business, or relevant field; three or more years related experience and/or training; or equivalent combination of education and experience

2. Certification/Licensure: The following certifications are preferred:

a. ITIL 4.0
b. MS-900 Microsoft 365 Fundamentals
c. AZ-900 Azure Fundamentals
d. Cisco Certified Network Associate
e. Microsoft 365 Certified: Administrator Expert

3. Experience: Minimum 1-year of people management/supervisory experience

4. Language Skills: English required; Spanish nice-to-have

5. Technical Skills: Technical proficiency and knowledge of IT infrastructure, networks, enterprise-level systems/apps, and cloud computing. Experience administering and managing Microsoft 365, Microsoft Azure, Cisco technologies, VMWare, and data storage/back-up solutions. Effectively applies problem-solving methods and techniques.

6. Interpersonal Skills: Strong interpersonal and communication skills and the ability to work effectively with other staff and management. Demonstrated skill in developing and maintaining productive work teams. Ability to demonstrate personal integrity in all interactions. Exhibit strong customer service skills through active listening, empathy, and a sense of urgency.

7. Essential Physical Requirements: This job is performed mostly in a typical inside, office environment. Essential physical requirements of this job include: light physical effort; repetitive motions of wrists, hands, and/or fingers; standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, and pulling; frequent sitting; lifting and/or moving items up to 50 pounds, with assistance as needed; ability to read forms and computer screens and to read correspondence and other documents.

8. Essential Mental Abilities: Ability to make decisions in line with state and federal regulations; ability to read, comprehend, and analyze documents, regulations, and policies; ability to prepare and submit complete and succinct documents necessary to the job. Ability to assess and evaluate, have attention to detail. Knowledge of auditing and compliance procedures, quality assurance and improvement practices, understanding of the elements of sponsored clinical protocols including consent forms, and reporting requirements. Problem solving and analytical skills are required with a heavy emphasis on detailed analysis of information to support actions.

9. Essential Sensory Requirements: Essential sensory requirements include the ability to: read computer keyboard, monitor, and documents; prepare and analyze documents; read extensively; see, recognize, receive and convey detailed information orally, by telephone and in person; convey accurate and detailed instructions by speaking to others in person and by telephone.

10. Exposure to Hazards: Worker is subject to inside environmental conditions on a frequent basis with moderate noise. Typical working conditions found in most administrative work areas. Worker has contact with consumers and other staff and may be exposed to medical conditions presented by them.

Blood/Fluid Exposure Risk
N/A

Age Specific Competency
Possesses knowledge and skills required to effectively care for and assist patients in the following age groups:
All age groups

Telecommuting
•Position eligible for partial Telecommuting

Benefits

*Coverage below based on a 1.0 FTE; Medical, Dental, Paid Leave, Holidays are prorated based on FTE

Benefit:

Coverage:

Effective:

Medical

Premera (Self Insured)

Preferred Provider

Employee covered - $50.00 per month

Dependents covered - please refer to the benefits Guide 2024 for rates

First of the month following the first date of employment.

Dental

Washington Dental

Employee covered - 100%

Dependents covered - 50%

First of the month following the first date of employment.

Paid Leave

120 hours - Year 1

136 hours - Year 2
Each year after that employee will accrue 8 hours of PTO each year, on their anniversary date, until they reach a maximum of 208 hours at 10+ years.

Paid Leave may be used immediately for sick leave and after 3 months employment for vacation. Maximum accrual cap of 320 hours; hours in excess of 320 hours will automatically transfer into the employees EIB.

Extended Illness Bank (EIB)

Allows for maximum accrual of 200 hours

PTO hours in excess of 320 will transfer into EIB. Employees are eligible to use EIB hours after at least 3 consecutive scheduled working days of PTO (max 24 hours) which have been used for a personal illness and/or a qualifying event under FMLA or the WA Family Care Act.

Holidays

88 hours related to:

•New Year's Day

•Memorial Day

•4th of July

•Labor Day

•Thanksgiving Day

•Day after Thanksgiving

•Christmas Eve

•Christmas Day

•3 Diversity Days

Holidays are calculated as 8-hour days if full time, 1.0 FTE, and paid based on the calendar year (January 1 through December 31). Holiday hours will be added to the employee's timecard automatically. If an employee is part-time, as documented in our HR/Payroll system, Holiday hours will be pro-rated. If an employee starts after the calendar year has begun, holiday hours will be prorated based on remaining holidays in the calendar year and diversity days will be prorated as outlined below:

•Jan 1- April 30: 3 diversity days (24 hours if 1.0 FTE)

•May 1 - August 31: 2 diversity days (16 hours if 1.0 FTE)

•Sept 1 - Dec 31: 1 diversity day (8 hours if 1.0 FTE)

Please refer to the Paid Leave policy for additional details.

403(b) Retirement Plan

Lincoln Financial

150% CVCH match up to 3% of the employee's contribution

Immediately. Vesting schedule:

20% at 2 years, 50% at 3 years, 60% at 4 years, and 100% at 5 years.

Employee Assistance Program

Mutual of Omaha

Free short-term counseling for employee and family

Immediately. Call 800-316-2796

Long-term Disability

Mutual of Omaha

Employee Only (variable)

First of the month following the first date of employment.

Benefit:

Coverage:

Effective:

Basic Term Life

Mutual of Omaha

Employee Only (1x annual salary, up to $200,000)

First of the month following the first date of employment.

Group Accidental Death and Dismemberment (AD&D )

Mutual of Omaha

Employee Only (1x annual salary, up to $200,000)

First of the month following the first date of employment.

Supplemental Term Life

Mutual of Omaha

Employee / Spouse / Dependent(s)

First of the month following the first date of employment.

Voluntary AD&D

Mutual of Omaha

Employee / Family

First of the month following the first date of employment.

Health Reimbursement Arrangement

RedQuote

Reimbursement for out of pocket expenses for services received at CVCH (medical, dental, and prescription) by employees and their dependents enrolled in our medical plan. Up to $750 per family per year.

First of the month following the first date of employment.

Flex Plan: Medical

RedQuote

Flex Plan: Maximum $3,200 per year

Direct Deposit available

First of the month following the first date of employment.

Flex Plan: Dependent Care

RedQuote

Flex Plan: Maximum $5,000 per year

Direct Deposit available

First of the month following the first date of employment.

AFLAC

Supplemental insurance - cafeteria plan

First of the month following the first date of employment.

Wellness Stipend

CVCH will reimburse staff up to $30 per month for a local gym membership

CVCH will reimburse up to $150 per year for a subscription type workout program service (i.e.: Beachbody on Demand, Les Mills, etc.)

Immediately. Once employee has submitted invoice to HR/Payroll department.

Cell Phone Discounts

Discounted monthly access fees

Discounted select accessories and special equipment

Available for personal cell phones, currently in place with AT&T & Verizon

Benefit:

Coverage:

Effective:

Tuition Reimbursement

For approved courses, the cost of tuition, books, and lab fees may be reimbursed at 75% of the actual costs up to a maximum of:

•$4,000 for an Associate's degree, vocational, technical, or certification program

•$6,000 for a Bachelor's degree

•$8,000 for a Master's degree

Upon approval; regular employees who work at least 20 hours per week, have successfully passed their evaluation period and are in good standing may apply.

Employees must agree to work for a period of two (2) years from the date of receipt of tuition reimbursement and obtain satisfactory completion of approved courses or Challenge Exams.

Compensation:

$92,290-$135,676 Annually (Depending on experience)