Job Summary:
The IT Manager leads the Information Systems Analyst and Helpdesk teams, ensuring effective and reliable delivery of technology services across clinical, business, and operational areas of the organization. This role partners closely with the IT Director to support enterprise initiatives spanning the organization. This role partners closely with the IT Director to support enterprise initiatives spanning the network, systems, and infrastructure functions, providing day-to-day operational leadership, project coordinator, and cross-team alignment.
The IT Manager is responsible for service quality, staff development, project execution, vendor coordinator, and the alignment of technology operations with organizational strategy and regulatory requirements. The successful candidate will demonstrate strong leadership, broad healthcare IT knowledge, excellent communication skills, and a proven ability to balance day-to-day operations with strategic initiatives.
Functions and Duties:
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Leads, supervises, and develops the Analyst and Helpdesk teams to meet service-level commitments, project deadlines, and organizational objectives.
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Manages IT Staff by recruiting, hiring, onboarding, training, coaching, and evaluating performance; communicates clear job expectations an accountability.
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Determines workload distribution, schedules, and on-call/after-hours rotations across Analyst and Helpdesk staff.
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Provides cross coordination of systems and network resources for IT driven projects
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Fosters a culture of customer service, collaboration, accountability, and continuous improvement.
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Supports career development through coaching, training plans, and mentorship.
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Fosters a culture of customer service, collaboration, accountability, and continuous improvement.
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Supports career development through coaching, training plans, and mentorship
Helpdesk & Service Operations:
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Oversees daily Helpdesk operations, including incident management, service request fulfillment, and end-user support across the organization
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Establishes, monitors, and reports on service-level metrics such as response time, resolution time, first-call resolution, and customer satisfaction
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Drives escalation processes between Helpdesk, analysts, and senior technical teams (Network, Systems, Security)
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Implements and continually refines ITSM processes for incident, problem, change, and knowledge management
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Champions end-user experience and ensures consistent communication during outages and major incidents
Application & Analyst Functions:
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Serves as a top point of escalation for the installation and support of Health Information System modules, business systems, and integrated applications
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Oversees implementation, installation, debugging, testing, documentation, support, training, and upgrades for clinical and business applications
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Coordinates with analysts on complex system issues, integrations, interface activity (e.g., HL7), and reporting needs
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Ensures accurate and current documentation of workflows, configurations, runbooks, and standard operating procedures
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Analyzes complex healthcare system problems and assesses how automated systems can be implemented to resolve them
Support to the IT Director (Network, Security & Systems):
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Partners with the IT Director to support cross-functional initiatives that span the Network, Server, Storage, Security, and Infrastructure teams
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Coordinates operational dependencies between Application/Helpdesk teams and the Network/Security/Systems teams to ensure smooth delivery of services
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Assists with planning, communication, and execution of infrastructure changes that impact end users and clinical workflows
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Acts as delegate for the IT Director in operational meetings, change advisory boards, and escalations as needed
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Contributes to IT roadmap development, capacity planning, and standardization efforts across the broader IT organization
Communication & Reporting:
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Drives effective communication between business leaders and Information Systems: translates complex technical information for non-technical audiences with sound diplomacy
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Keeps IS leadership informed of all events affecting supported systems, services, projects, or staff
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Performs ad hoc analysis and reporting as needed, including operational metrics and project updates
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Maintains transparent reporting on team performance, project status, and operational risks
Other:
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Provides after-hours, holiday, and weekend support coverage and on-call leadership as needed
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Leads or contributes to special projects assigned by management
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Performs other duties as assigned in support of the IT Director and overall IT organization
Minimum Qualifications:
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Bachelor of Science/Bachelor of Arts degree preferred, or an equivalent combination of education and experience. Ten or more years of relevant experience.
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7 or more years of progressive experience in healthcare, IT or similar environment
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3 or more years of leadership or supervisory experience over technical staff
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Experience supporting ancillary services and core hospital functions
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Experience overseeing helpdesk/service desk operations and ITSM processes
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Familiarity with HL7 messaging and interface translation preferred
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Experience with report writing and SQL query structures and distribution
Certification, Licenses, and Registrations:
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Technical or system certifications relevant to an environment leveraging Microsoft, Cisco and VMWare are a bonus
Skills and Abilities:
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Experience with Meditech Expanse or Athena Health Systems preferred
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Strong leadership, coaching, conflict-resolution, and team-building skills
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Proven ability to manage multiple priorities, competing deadlines, and shifting demands
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Working knowledge of network, server, and systems concepts sufficient to coordinate effectively with infrastructure teams
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Strong understanding of HIPAA, changement management, and IT general controls
Physical Demands:
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Must be able to sit and/or stand for prolonged periods of time
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Must be able to wear personal protective equipment (PPE) (mask, gown, gloves) when required
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Must be able to use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
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Must occasionally lift and/or move up to 25 pounds.
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Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
