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IT Operations Manager

Company: Ennoble Care

Location: Marlton, NJ (on-site, with flexibility)

Reports to: Chief Information Officer

Compensation: $95,000 - $120,000 total cash (base + performance bonus)

Type: Full-time, exempt

About Ennoble Care

Ennoble Care delivers primary care housecalls and hospice services across 7 states with 1,500+ employees and 15+ offices. We acquire 4-6 companies per year and are scaling toward 100,000 patients by 2029.

The Role

You will run IT operations for a fast-growing healthcare company. You manage a team of 5, own the help desk, handle vendor relationships, and keep the infrastructure working across 15 offices in 11 states.

This is a hands-on role. You will personally triage tickets, ship laptops, reset accounts, negotiate with vendors, and train junior techs. You also build the processes that make these things repeatable as we scale through acquisitions. You are a player-coach: half your time doing the work, half your time developing the team and building systems.

You are not setting technology strategy. The CIO handles security, identity, cloud infrastructure, and automation. You make the operational side reliable, fast, and measurable.

The environment is different from most IT shops. We run 60+ automations that handle onboarding, offboarding, monitoring, and alerting. AI tools are embedded in daily operations. Your job is not to build automation but to use it, extend it, and focus your team's time on the work that still requires a human.

What Your Week Looks Like

- Monday: review the weekend's Zendesk queue, assign tickets, check SLA compliance, run a 15-minute team standup

- Tuesday: vendor call with AT&T about the billing issue that's been open for 3 weeks. You prepared a summary because you pulled the invoices yourself

- Wednesday: an acquisition closes. You're shipping 12 laptops, creating 30 M365 accounts, and setting up Dialpad extensions. You've done this 4 times before and have a checklist

- Thursday: one of your techs can't figure out an Intune enrollment issue. You sit with them and walk through it. Now they can do it next time

- Friday: you notice equipment returns from terminated employees have dropped off. You build a tracking sheet, assign ownership, and set a weekly check

This is not a role where you design governance frameworks, build ITIL Centers of Excellence, or produce strategy decks. If those phrases describe your career, this is not the right fit.

What You Own

Help Desk (1,000+ tickets/month)

- Manage a Help Desk Lead and 2-3 IT Support Technicians

- Set and enforce SLAs (target: median resolution under 24 hours)

- Own Zendesk configuration, triage, routing, and escalation

- Personally handle escalated tickets when needed

Team (5 people today, growing)

- You develop these people. Cross-train them. Give them ownership of problems, not just task lists

- Hire 1-2 additional helpdesk staff in your first 6 months

Vendor Management

- Own relationships with AT&T, Waytek, Insight, Pensacola Computers, and others

- Track contracts, renewals, and spend. Negotiate when the opportunity is there

- Centralize procurement for hardware, software, and office supplies

Device Lifecycle and Onboarding

- Provisioning, shipping, tracking, and decommissioning of all devices

- End-to-end onboarding/offboarding for IT: accounts, devices, orientation, equipment retrieval

- M&A bulk onboarding (20-50 new employees per acquisition, 4-6 times per year)

Facilities Support (shared)

- Partner with the Facilities Manager on office IT: internet, printers, conference rooms, badge access

- Own the IT side of new office standup for acquisitions

What You Don't Own

- Security architecture, incident response, identity management (CIO)

- AI/automation development (AI Strategy Manager)

- Azure infrastructure, Intune policy, M365 tenant administration (CIO)

- Clinical systems / EHR (CTO)

- Cybersecurity vendor relationships (CIO)

First 90 Days

Month 1: Learn the team. Audit the Zendesk queue (there are unassigned tickets sitting for days). Fix triage. Set SLAs. Meet every vendor. Map the onboarding process end-to-end and find where it breaks. Handle tickets yourself so you understand the workload.

Month 2: Implement SLA tiers in Zendesk. Start a daily pending review with the Help Desk Lead. Document the M&A IT integration playbook. Publish a weekly IT operations report. Begin hiring additional helpdesk staff.

Month 3: Drive median resolution time under 24 hours. Deliver first vendor cost optimization. Adopt existing AI tools (Claude Code, automation scripts) to streamline workflows. Assign your first DRI: give one of your techs ownership of a specific problem for the quarter and let them run it.

Requirements

Must have:

- 5-8 years of IT operations experience, including at least 2 years managing a small team (under 15 people)

- You have personally triaged tickets, reset passwords, configured devices, and shipped hardware in the last 2 years (not 10 years ago)

- Experience building IT processes from scratch at a growing company (not optimizing mature ones at a large org)

- Comfortable with M365, Intune, and Entra at an admin level (not "governance oversight")

- Vendor management skills: you've negotiated contracts, tracked renewals, and held vendors accountable

- You can write a clear email, run a concise meeting, and make a decision without a committee

Nice to have:

- Healthcare experience (HIPAA awareness, clinical workflow understanding)

- M&A integration experience (IT workstream for acquisitions)

- Multi-state, multi-office IT support experience

- Familiarity with Zendesk, Dialpad, or ADP

- Comfortable with AI tools (you'll use them, not build them)

This role is not for you if:

- Your last hands-on technical work was more than 3 years ago

- You describe yourself as a "strategic leader" or "IT governance professional"

- Your default response to a 5pm escalation is to escalate it again

- You need a team of 20+ to be effective

- You want to set technology vision (the CIO does that, and he's very hands-on)

Why This Role

You will run IT for one of the fastest-growing healthcare companies in the country. The automation infrastructure is already built. The team is in place. What's missing is an operator who brings process discipline, develops the people, and keeps things running as we add 200+ employees per year through acquisitions.

You won't be buried in status meetings or alignment sessions. The systems carry the context. You focus on the work and the people.