Senior Manager, IT

The Opportunity

We are looking for a hands-on IT Manager to own our entire technology environment — from the pharmacy management system and HIPAA-compliant infrastructure to workstations, telecom, and the integrations that keep our patient journey running smoothly. This is a solo individual contributor role with broad ownership and real impact. You will report directly to the Director of Operations and work closely with pharmacy leadership to diagnose, prioritize, and solve the technology and process problems that are limiting our growth.

This is not a help desk role. We need someone who can architect solutions, manage vendors, enforce compliance, and also roll up their sleeves and fix a network issue on the same day. If you thrive in environments where the work is varied, the stakes are real, and your fingerprints are on everything, this role is for you.

What You'll Own

Pharmacy Systems & Software

• Own, administer, and optimize the Pharmacy Management System (PMS) — including configuration, user access, workflow setup, and vendor relationship management
• Manage integrations between the PMS and adjacent systems: e-prescribing platforms, physician portals, shipping/fulfillment software, and payment processing
• Evaluate, recommend, and implement new software tools that improve operational throughput, reduce manual work, and support clinical accuracy
• Serve as the internal point of contact and escalation for all system issues; manage vendor SLAs and ensure issues are resolved promptly

Patient Journey & Operational Technology

• Audit the end-to-end patient journey from a technology lens — identify friction points in intake, prescription processing, fulfillment, and communication
• Implement and maintain patient communication tools (SMS, automated refill reminders, secure messaging, patient portal)
• Support the shipping and fulfillment workflow — ensure integrations with shipping carriers are functional, accurate, and efficient; troubleshoot shipping label errors, tracking failures, and carrier API issues
• Coordinate with operations leadership to ensure technology supports (not slows) daily pharmacy throughput

Infrastructure, Network & Hardware

• Manage all on-site and cloud infrastructure: servers, workstations, printers, label printers, network switches, wireless access points, and pharmacy-specific hardware (e.g., scales, barcode scanners, compounding equipment interfaces)
• Maintain network reliability and performance across all pharmacy workstations and lab environments
• Manage vendor relationships for ISPs, phone/VoIP systems, and hardware vendors
• Maintain an accurate hardware and software asset inventory; manage refresh cycles proactively

HIPAA Compliance & Cybersecurity

• Own the pharmacy's HIPAA Security Rule compliance posture — conduct risk assessments, maintain policies and procedures, and manage remediation of identified gaps
• Implement and enforce security controls: endpoint protection, MFA, encrypted data storage, secure remote access, access control policies, and audit logging
• Manage data backup, disaster recovery, and business continuity planning — ensure the pharmacy can recover quickly from any system failure
• Conduct regular security awareness training for staff; serve as the go-to resource for phishing, password hygiene, and device security
• Coordinate with the Director of Operations and ownership on any potential breach events, following HIPAA breach notification requirements

Telecommunications

• Manage and optimize the pharmacy's phone system (VoIP or traditional) — including call routing, hold queues, voicemail, and any IVR configurations
• Ensure telecom reliability and redundancy; troubleshoot call quality and coverage issues
• Evaluate whether current telecom infrastructure is meeting the needs of the patient intake team and recommend upgrades as needed

Process Improvement & Internal Support

• Provide hands-on technical support to all pharmacy staff — be the first and last line of support for day-to-day technology issues
• Document all systems, configurations, and processes; build and maintain an internal IT knowledge base
• Train staff on new tools, workflows, and security practices — with patience and clarity
• Partner with the Director of Operations to identify technology-driven solutions to operational bottlenecks across compounding, fulfillment, and patient services

What We're Looking For

Required Experience & Skills

• 4 years of hands-on IT experience, ideally in a healthcare, pharmacy, or similarly regulated environment
• Working knowledge of HIPAA Security Rule requirements and practical experience implementing or maintaining compliance programs
• Demonstrated experience managing or supporting a Pharmacy Management System (e.g., PK Software, BestRx, Liberty Software, Rx30, or equivalent) strongly preferred
• Proficiency in network administration: TCP/IP, VLANs, Wi-Fi, firewalls, and switches
• Experience with Windows-based environments, Microsoft 365, and cloud platforms (Azure or AWS a plus)
• Hands-on experience with endpoint security tools, MFA deployment, and backup/recovery systems
• Comfortable managing VoIP/telecom systems
• Experience managing shipping integrations (UPS, FedEx, USPS APIs or platforms like ShipStation, EasyPost, or similar)
• Strong vendor management skills — you know how to hold a vendor accountable without burning the relationship

Preferred Qualifications

• Experience in a compounding pharmacy, specialty pharmacy, or 503A/503B facility
• Familiarity with e-prescribing platforms (Surescripts, DrFirst, or similar)
• Any relevant certifications: CompTIA Security , CompTIA Network , Microsoft certifications, or CISSP
• Experience supporting a growing small business through a period of systems change or technology modernization

Who You Are

• A self-starter who doesn't wait to be told what needs fixing — you find it, document it, and solve it
• Calm under pressure; the person staff trusts when something breaks at 9am on a Monday
• A clear communicator who can translate technical issues into plain language for non-technical stakeholders
• Highly organized — you track open issues, pending projects, and vendor contracts without letting things fall through the cracks
• Someone who takes HIPAA seriously — not as a checkbox, but as a responsibility to patients

The salary range for this role is: $85,000.00-$95,000.00