IT Operations Manager

We’re unique.  You should be, too.

We’re changing lives every day.  For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts?  Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The IT Operations Manager is responsible for technology business leadership and vision in IT Operations and Engineering space. The incumbent in this role provides and maintains a single source of consistent information on all IT services delivered to business. He/She ensures and verifies service performance against stated Service Level Agreements while overseeing and managing a vertical within the IT organization. The IT Operations Manager is responsible and accountable for day-to-day service operations and performance. The incumbent establishes and directs the strategic long-term goals, policies and procedures for development, service, operations, COTS applications or platform  development & engineering environments, supporting a national business across multiple business units.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Manages, coordinates, plans and leads technology-related activities within a single, functional IT Service Delivery domain including: analysis, development, and administration of tactical initiatives. 

• Provides leadership and customer support by meeting staffing needs through the hiring, training, counseling, evaluating, supervising and managing of direct reports.

• Monitors performance of information technology systems, infrastructure & operations, products, and applications to determine cost and productivity levels, and to make recommendations for improvements.

• Helps define strategy and processes for the Systems Operations & Engineering teams.

• Analyzes business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs.

• Oversees a centralized technical support and help desk team for a wide variety of corporate customers and technical assets.

• Ensures service operations meet and/or exceed stated Service Level Agreements and Operational Level Agreements.

• Manages relationships with IT vendors, service providers and contractors to ensure quality and cost control requirements are achieved.

• Defines and develops the overall service measurement framework that determines service efficiency.

• Grows and develops a team of IT professionals in technical proficiency and in service delivery effectiveness.

• Guides direct reports and peers in the Systems Operations & Engineering regarding policies, practices and procedures.

• Builds a direct team and influences peers and other team members across the organization.

• Cultivates opportunities to improve team morale and function wherever possible. 

• Evaluates interactions with cross functional teams and encourages collaboration.

• Ensures consistent delivery for all direct reports & teams

• Knowledge of code management and DevOps practices, including CI/CD pipelines, automation tools, and Infrastructure as Code such as Jenkins, Docker Helm, and Terraform.

• Monitors well-being and needs of team members and acts as required to ensure ongoing success.

• Maintains on-call rosters, scheduling procedures, and communication plans to ensure clear and effective communication among on-call and non-on-call team members.

• Analyze on-call rotation metrics, including response times, resolution rates, and incident frequency, and make recommendations to improve the on-call process and service delivery.

• Participate in on-call escalations, responding to incidents in a timely and efficient manner, while also ensuring continuity of service.

• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Highly-developed business acuity and acumen

• Solid understanding of the technology being applied by the team within the Systems Operations & Engineering space, as well as, other related functional areas such as Software Development, Application Administration, Network & Database Engineering. 

• Strong understanding of leadership best practices and standards.

• Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems and phone systems.

• Strong critical thinking and decision-making skills.

• Excellent project management skills and strong ability to prioritize.

• Firm grasp on information technology and operations best practices.

• Excellent knowledge of technical management, information analysis and/or computer hardware/software systems.

• Fundamental knowledge in data center management and data governance.

• Hands-on experience with computer networks, network administration and/or network installation.

• Mostly self-directed with minimal to no direct supervision. Expectation of weekly touchpoints with leaders.

• Proven ability to manage personnel through the accomplishment of business delivery for the team. Encourages career growth and personal growth for all team members

• Ability to positively impact peer-to-peer interactions, leading by example. Must possess the ability to effectively address any potential dysfunctions.

• Excellent written and verbal communication skills.

• Ability to effectively communicate with business stakeholders, managers in other functional areas and directors.

• Skilled in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software.

• Ability and willingness to travel locally, regionally and nationwide up to 15% of the time.

• Spoken and written fluency in English.

• This job requires use and exercise of independent judgment.

EDUCATION AND EXPERIENCE CRITERIA:

• BA/BS degree in Information Technology, Computer Information, Business Administration or a related field OR additional experience above the minimum will be considered in lieu of the required education on a year-for-year basis required
• A minimum of 6 years of professional work experience in the IT industry required
• A minimum of 2 years work experience in resource management required