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The Information Systems Manager (ISM) oversees the day-to-day operations of the IS department, including the helpdesk, network operations, telecommunications, and IS security. The ISM supervises IS staff, manages daily workflows, and ensures systems and support services are delivered in a timely, reliable, and cost-effective manner.

The ISM implements project timelines and transition plans set by the Director as systems move from development through implementation to production and manages day-to-day progress against those timelines. The ISM serves as the primary point of escalation for staff and end-user technical issues, coordinates day-to-day vendor support and troubleshooting, and maintains in-house systems and applications, including configuration, version control, and account administration.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Determines priorities and methods for completing the daily workload of the IS team to ensure responsibilities are carried out in a timely manner.
2. Supervises IS personnel, including hiring, discipline, and termination; coaches and directs staff on performance, problem solving, and decision making. Completes performance reviews on or before due dates.
3. Oversees network operations, including implementation, installation, and maintenance of routers, switches, remote access, wireless systems, DNS/DHCP, firewalls, and security infrastructure, as well as backbone Ethernet and LAN/WAN technology.
4. Oversees troubleshooting of network failures, operational issues, and project requests, including event management of network issues.
5. Oversees helpdesk operations, monitoring ticket volume and response/resolution times to ensure timely issue resolution and excellent customer service.
6. Manages IS projects and procedural initiatives requiring planning, technical expertise, and coordination of multiple tasks, ensuring processes are well documented.
7. Translates operational plans and IS policies into methods and procedures for service delivery, technology planning, and support.
8. Leads regular team meetings to communicate procedures, policy, and performance measurements related to day-to-day operations.
9. Assists in planning and monitoring the IS department budget.
10. Maintains software tools and systems supporting IS operations, including upgrades and patch management.
11. Oversees identity management, including user provisioning/termination, access rights, password resets, email accounts, and Active Directory.
12. Oversees data backup processes and assists in disaster recovery and business continuity planning.
13. Assists in monitoring IS security compliance, including vulnerability remediation and incident response, and IT-related HIPAA compliance (access controls, audit logs).
14. Maintains inventory of IS hardware/software assets, including license tracking and procurement coordination.
15. Assists in developing technology policies and trains staff on IS systems and tools.
16. Complies with organizational policies and procedures.
17. Works at all locations and hours, including evenings and weekends, as needed to meet patient care needs.
18. Performs other duties as assigned.

• Bachelor’s degree in information technology, Computer Science, or related field preferred; equivalent combination of experience and technical certifications may substitute for degree requirement.
• Minimum of 3-5 years of progressive IT/IS experience, including network administration, systems support, and helpdesk operations.
• Minimum of 1-2 years of supervisory or lead experience preferred.
• Strong working knowledge of network infrastructure, including routers, switches, firewalls, wireless systems, DNS/DHCP, and remote access technologies.
• Experience with Active Directory and identity/access management administration.
• Knowledge of IT security principles, including vulnerability management and incident response.
• Familiarity with HIPAA requirements as they relate to IT systems and access controls preferred.
• Experience supporting healthcare or community health center IT environments preferred.
• Experience with backup, disaster recovery, and business continuity practices.
• Relevant certifications (e.g., CompTIA Network+, Security+, Microsoft, Cisco CCNA) preferred but not required.
• Strong organizational, problem-solving, and communication skills with the ability to manage multiple projects and priorities in a fast-paced environment.
• Ability to train and support staff with varying levels of technical proficiency.