Information Technology Operations Manager

SHR Talent’s healthcare client is seeking an IT Field Operations Manager to lead IT support and operations for a partner healthcare practice. The IT Field Operations Manager role is both hands-on and leadership-focused, serving as the primary IT leader onsite while collaborating closely with a centralized IT services team.

The IT Field Operations Manager is responsible for delivering exceptional, white-glove IT service, leading local IT staff, overseeing technical projects, and acting as a trusted liaison between practice leadership and centralized IT teams. The IT Field Operations Manager plays a critical part in ensuring technology services continuously evolve to support clinical and operational excellence.

Responsibilities:

• Act as the primary liaison between practice stakeholders and centralized IT technical support teams
• Lead day-to-day IT operations for the practice, including customer support, escalated ticket resolution, and local IT initiatives
• Ensure timely communication, coordination, and tracking of emergency or escalated issues
• Lead and manage local IT staff, including training, support, performance management, and development
• Oversee and execute technical projects aligned with practice and organizational goals
• Deliver exceptional “white glove” customer service to all end users
• Partner with centralized service delivery teams to improve IT processes, procedures, and service quality
• Provide consistent updates and feedback to practice leadership throughout the lifecycle of technology issues and projects
• Ensure service delivery processes, SLAs, performance metrics, and quality standards align with centralized IT core processes
• Collaborate with IT leadership to research, evaluate, recommend, and implement technology solutions
• Support clinical technology projects, including new clinic openings and practice expansions
• Perform other duties as assigned in support of the organization’s mission to improve patient care

Qualifications:

• Bachelor’s degree in Information Systems or a healthcare-related field preferred
• Minimum of 5 years of progressively responsible experience in IT or technology support
• 3 years of IT leadership or management experience
• Healthcare IT experience preferred
• Strong knowledge of hardware, software, and network infrastructure
• High-level understanding of computer systems, telecommunications, security, and systems/network administration
• Active Directory user and group management
• Group Policy design, management, and troubleshooting
• Virtual environment management and Microsoft 365 administration
• Working knowledge of Microsoft Server technologies, VMware, and Remote Desktop Services
• Experience with VOIP phone systems (Zoom Phone experience a plus)
• Experience with PowerShell and/or other scripting or automation tools preferred
• Strong written and verbal communication skills with the ability to engage effectively with clinical staff, leadership, and technical teams
• Proven experience as a technical leader delivering effective, scalable solutions
• Healthcare IT experience strongly preferred
• Working knowledge of HIPAA and related security, privacy, and regulatory frameworks
• Strong analytical and critical-thinking skills with the ability to adapt systems and processes as needed
• Demonstrated experience in incident analysis, problem management, and continuous process improvement
• Ability to identify service gaps and act as a hands-on utility player when needed
• Strong leadership, decision-making, and organizational skills
• Ability to multitask, prioritize, and perform under pressure