IT Manager, Field Operations

Manager, IT Field Operations

Overview

The Manager, IT Field Operations reports to the Sr. Manager, IT Field Operations and serves as the primary IT leader for a partnered healthcare practice. This role is highly hands-on technically, while also leading a small team and maintaining a strong executive presence with practice leadership.

You will act as the face of IT for the practice—responsible for delivering high-quality, “white glove” support, driving technical projects, and ensuring continuous improvement of IT services in a clinical healthcare environment.

Team & Environment

• Directly manages 3 onsite IT team members dedicated to the practice
• Acts as the primary IT point of contact for all practice stakeholders
• Partners closely with corporate/central IT teams
• Supports a clinical healthcare environment (EMR/EHR systems required)

Key Responsibilities

Leadership & Stakeholder Engagement

• Serve as the face of IT for the practice, maintaining strong relationships with clinical and executive stakeholders
• Act as a liaison between practice leadership and centralized IT teams
• Provide regular updates on IT initiatives, escalations, and ongoing projects
• Demonstrate strong executive presence and communication across all levels

IT Operations & Support

• Lead day-to-day IT operations, including:
• Escalation support
• Ticket resolution
• End-user “white glove” technical support
• Ensure service delivery aligns with SLAs, performance metrics, and company standards
• Identify service gaps and step in as a hands-on technical resource as needed

Team Management

• Manage, mentor, and develop a team of 3 IT professionals
• Provide training, performance guidance, and day-to-day leadership
• Foster a high-performance, customer-focused support environment

Project Leadership

• Lead and oversee IT projects aligned with practice goals, including:
• New clinic openings
• Clinical technology implementations
• Partner with IT strategy leadership to evaluate and implement new technologies
• Drive continuous improvement of IT processes and procedures

Technical Environment

• Support and maintain infrastructure including:
• Servers, SANs, and network infrastructure
• Active Directory & Group Policy
• Virtual environments (VMware, Remote Desktop Services)
• Microsoft 365 administration
• Support and work within EMR/EHR systems in a clinical setting

Required Qualifications

• 5 years of progressive experience in IT support
• 3 years of IT leadership/management experience
• Healthcare IT experience (REQUIRED)
• Experience supporting clinical environments (EMR/EHR systems)
• Strong hands-on technical background (infrastructure, systems, networking)

Technical Skills

• Active Directory (user/group management)
• Group Policy design & troubleshooting
• Microsoft Server environments
• VMware / virtual environments
• M365 administration
• Network infrastructure & telecommunications

Core Competencies

• Strong leadership and decision-making skills
• Excellent communication (technical & non-technical audiences)
• Ability to manage escalations and incident/problem management
• Process improvement mindset (identifying and removing inefficiencies)
• Strong multitasking and prioritization skills in high-pressure environments
• Familiarity with HIPAA/regulatory frameworks

Nice-to-Have Qualifications

• VoIP systems (Zoom Phone preferred)
• PowerShell or scripting/automation experience
• Bachelor’s degree in Information Systems, Healthcare IT, or related field