What are the responsibilities and job description for the IT Field Operations Manager position at SHR Talent?
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 improvements
- 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