IT Manager

Job Summary:

The IT Manager leads the Information Systems Analyst and Helpdesk teams, ensuring effective and reliable delivery of technology services across clinical, business, and operational areas of the organization.  This role partners closely with the IT Director to support enterprise initiatives spanning the organization.  This role partners closely with the IT Director to support enterprise initiatives spanning the network, systems, and infrastructure functions, providing day-to-day operational leadership, project coordinator, and cross-team alignment. 

The IT Manager is responsible for service quality, staff development, project execution, vendor coordinator, and the alignment of technology operations with organizational strategy and regulatory requirements.  The successful candidate will demonstrate strong leadership, broad healthcare IT knowledge, excellent communication skills, and a proven ability to balance day-to-day operations with strategic initiatives.  

Functions and Duties:

• Leads, supervises, and develops the Analyst and Helpdesk teams to meet service-level commitments, project deadlines, and organizational objectives.  
• Manages IT Staff by recruiting, hiring, onboarding, training, coaching, and evaluating performance; communicates clear job expectations an accountability. 
• Determines workload distribution, schedules, and on-call/after-hourse rotations across Analyst and Helpdesk staff. 
• Provides cross coordinaton of systems and network resources for IT driven projects
• Fosters a culture of customer service, collaboration, accountability, and continuous improvement. 
• Supports career development thorugh coaching, training plans, and mentorship. 
• Fosters a culture of customer service, collaboration, accountability, and continuous improvement. 
• Supports career development through coaching, training plans, and mentorship

Helpdesk & Service Operations:

• Oversees daily Helpdesk operations, including incident management, service request fulfillment, and end-user support across the organization
• Estabilishes, monitors, and reports on service-level metrics such as response time, resolution time, first-call resolution, and customer satisfaction
• Drives escalation processes between Helpdesk, analysts, and senior technical teams (Network, Systems, Security)
• Implements and continually refines ITSM processes for incident, problem, change, and knowledge management
• Champions end-user experience and ensures consistent communication during outages and major incidents

Application & Analyst Functions:

• Serves as a top point of escalation for the installation and support of Health Information System modules, business systems, and integrated applications
• Oversees implementation, installation, debugging, testing, documentation, support, training, and upgrades for clinical and business applications
• Coordinates with analysts on complex system issues, integrations, interface activiety (e.g., HL7), and reporting needs
• Ensures accurate and current documentation of workflows, configurations, runbooks, and standard operating procedures
• Analyzes complex healthcare system problems and assesses how automated systems can be implemented to resolve them

Support to the IT Director (Network, Security & Systems):

• Partners with the IT Director to support cross-functional initiatives that span the Network, Server, Storage, Security, and Infrastructure teams
• Coordinates operational dependencies between Application/Helpdesk teams and the Network/Security/Systems teams to ensure smooth delivery of services
• Assists with planning, communication, and execution of infrastructure changes that impact end users and clinical workflows
• Acts as delegate for the IT Director in operational meetings, change advisory boards, and escalations as needed
• Contributes to IT roadmap development, capacity planning, and standarization efforts across the broader IT organization

Communication & Reporting:

• Drives effective communication between business leaders and Information Systems: translates complex technical information for non-technical audiences with sound diplomacy
• Keeps IS leadship informed of all events affecting supported systems, services, projects, or staff
• Performs ad hoc analysis and reporting as needed, including operational metrics and project updates
• Maintains transpartent reporting on team performance, project status, and operational risks

Other:

• Provides after-hours, holiday, and weekend support coverage and on-call leadership as needed
• Leads or contributes to special projects as assigned by management
• Performs other duties as assisgned in spport of the IT Director and overall IT organization

Minimum Qualifications:

• Bachelor of Science/Bachelor of Arts degree preferred, or an equivalent combination of education and experience.  Ten or more years of revelant experience.
• 7 or more years of progressive experience in healthcare, IT or similar environment
• 3 or more years of leadership or supervisry experience over technical staff
• Experience supporting ancillary services and core hospital functions
• Experience overseeing helpdeak/service desk operations and ITSM processes
• Familiarity with HL7 messaging and interface translation preferred
• Experience with report writing and SQL quiery structures and distribution

Certification, Licenses, and Registrations: 

• Technical or system certifications relevant to an environment leveraging Microsoft, Cisco and VMWare are a bonus

Skills and Abilities:

• Experience with Meditech Expanse or Athena Health Systems preferred
• Strong leadership, coaching, conflict-resolution and team-building skills
• Proven ability to manage multiple priorities, competing deadlines, and shifting demands
• Working knowledge of network, server and systems concets sufficient to coordinate effectively with infrastructure teams
• Strong understanding of HIPAA, changement management and IT general controls