Manager IT Operation

POSITION SUMMARY:

The Manager of IT Operations will be an escalation point for a technical team; requires subject matter expertise across multiple applications within a complex multi-facility healthcare system.  The Manager of IT Operations is responsible for IT Helpdesk services, ensures timely completion of IT tickets, and serves as the project manager on technical projects.  This position will assist in the development of policies/procedures to implement standardization, tracks utilization of tools/software, identifies opportunities for optimization and implements best practices in technical services.  

The Manager of IT Operations will manage off-site teams and be responsible for meeting service level agreements with key stakeholders, vendors, and hospital leadership.  This role will work collaboratively with other internal IT teams (Cloud and Meditech Applications) to ensure technology alignment and standardization.

JOB SPECIFIC RESPONSIBILITIES:

•    Must have strong people management skills, personal drive, and the ability to see strategy through to execution in a matrix reporting environment.

•    Proven ability to communicate effectively with diverse audiences, both verbally and in writing, expert use of various business tools: Microsoft suite to create educational tools for customer base, facilitation of knowledge and enhancing end user computer competencies.

•    Ensures that the design and use of technical services adhere to established Nexus policies, procedures, and standards.

•    Skilled expertise and collaboration with other departments; apply the complete lifecycle of IT infrastructure, including physical servers, hospital/facility back-ups, virtualized environments, storage solutions, network devices, and system security. Implement best practices for configuration management, capacity planning, and resource optimization.

•    Expert understanding and ability to manage highly available (HA) and scalable virtual environments using vSphere and Hyper-V.

•    Expertise in Windows Server administration, including Active Directory (AD), Group Policy, DNS, and implement industry best practices for user and group management, security, disaster recovery. Lead Active Directory migration projects and ensure Active Directory synchronization with Azure AD/Entra.

•    Possess a strong understanding of network protocols, network security principles (Firewalls, VPNs, ACLs), and network troubleshooting methodologies. Implement segmentation strategies to enhance security and network performance.  

•    Collaborate with the Cloud Services team to manage and optimize our hybrid infrastructure, including Microsoft 365, Azure, and Intune.

•    Strong in the use of scripting languages (PowerShell, Python) to automate routine IT tasks, improve efficiency, and minimize human error.

•    Assists in creation of policy and procedures; implement and rigorously test disaster plans, incorporating automated failover.

•    Travel requirement:  Must have reliable transportation to complete project requirements at multiple sites.

•    Performs other duties as assigned.

POSITION QUALIFICATIONS:

EDUCATION:

•    Bachelor’s degree in computer science, Information Technology, or a related field (or an Associated degree with extensive experience). 

EXPERIENCE:

•    4 years of Strong Technical Project management and leadership experience managing project teams, technical deliverables, issue resolutions, risk, and client escalation.

•    3 years of experience in leading technical services support; leading and managing IT teams of 15 FTE’s or more.

•    Working knowledge of relevant industry regulations (DMV, JCAHO, HIPAA) and their application to technical support.  

•    Familiarity with healthcare modalities preferred: Lab, Pyxis Med Dispense, Nurse Call, Radiology, Telemetry, etc

•    Experience in the development and construction of hospitals and healthcare facilities.

•    Experience in Active Directory Domain and Certificate services, including the migration of domain services.

•    Advanced knowledge of virtualization technologies:  VMWare vSphere, Microsoft Hyper-V.

•    Working knowledge of cloud computing platforms (Microsoft 365, Azure, Intune)

•    Experience with managing IT ticketing systems (Jira, Service Now, or equivalent)

•    Familiarity with network security solutions (IDS/IPS, SIEM) and network troubleshooting methodologies.

LICENSURE/CERTIFICATION: 

•    One of the following certifications:  Windows Server Hybrid Administrator, MCSE, VCP-DCV.

•    Project management skills in Microsoft Planner or Visio. PMP certification preferred but not required.