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Information Technology Manager

Position Summary

The Information Technology Manager is responsible for the day-to-day management, support, and continuous improvement of the organization's information technology environment. This hands-on position provides technical leadership for desktop computing, networking, enterprise systems, hardware lifecycle management, and end-user support while coordinating services provided by third-party Managed Service Providers (MSPs), Network Operations Center (NOC), Security Operations Center (SOC), telecommunications providers, and technology vendors.

Reporting to the Chief Information Officer (CIO), the Information Technology Manager serves as the primary onsite IT resource for the organization, resolving technical issues, supporting end users, maintaining technology assets, coordinating technology projects, and ensuring reliable, secure, and efficient IT operations. This position works closely with vendors and internal departments to deliver high-quality technology services while maintaining compliance with healthcare regulations and organizational policies.

Essential Duties and Responsibilities

IT Operations & Technical Support

1. Serve as the primary onsite technical resource responsible for troubleshooting and resolving daily hardware, software, networking, and end-user technology issues.
2. Install, configure, deploy, image, upgrade, maintain, and repair desktop computers, laptops, tablets, printers, scanners, mobile devices, peripherals, and related equipment.
3. Manage the organization's hardware depot, including receiving, staging, imaging, configuring, deploying, tracking, repairing, and retiring IT equipment.
4. Maintain accurate inventories of hardware assets, software licenses, warranties, maintenance agreements, and technology lifecycle documentation.
5. Configure and support Microsoft Windows workstations, Microsoft 365 applications, Outlook, Teams, SharePoint, OneDrive, and other enterprise productivity solutions.
6. Administer user accounts, Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365 licensing, group memberships, password resets, and Multi-Factor Authentication (MFA).
7. Provide Tier II and Tier III technical support for desktops, laptops, mobile devices, printers, conference room technology, audiovisual equipment, and related peripherals.
8. Troubleshoot wired and wireless networking issues, including switches, wireless access points, VPN connectivity, Internet services, DNS, DHCP, and VoIP telephone systems.
9. Coordinate workstation deployments, operating system upgrades, software installations, endpoint configuration, hardware replacements, and technology refresh initiatives.
10. Support onboarding and offboarding activities, including workstation setup, user provisioning, equipment deployment, account coordination, and technology recovery.
11. Assist with server maintenance, cloud migrations, infrastructure upgrades, telecommunications projects, and enterprise technology implementations in coordination with third-party vendors.
12. Support backup verification, disaster recovery testing, and business continuity activities in collaboration with managed service providers.
13. Maintain and update IT documentation, network diagrams, standard operating procedures, knowledge base articles, hardware inventories, and configuration records.
14. Evaluate, test, and recommend new hardware, software, and technology solutions to improve operational efficiency and user experience.
15. Participate in after-hours maintenance, scheduled upgrades, emergency response, and disaster recovery activities as required.

Vendor Management & Infrastructure Coordination

1. Serve as the primary liaison between the organization and third-party Managed Service Providers (MSPs), Security Operations Center (SOC), Network Operations Center (NOC), cloud providers, telecommunications providers, software vendors, and hardware vendors.
2. Coordinate vendor activities to ensure timely completion of support requests, infrastructure maintenance, cybersecurity services, network monitoring, system upgrades, and technology projects.
3. Monitor vendor performance by reviewing service levels, response times, project deliverables, system availability, and customer satisfaction while ensuring compliance with contractual service level agreements (SLAs).
4. Coordinate infrastructure changes, server maintenance, firewall updates, cloud services, network improvements, telecommunications projects, and system upgrades performed by third-party vendors.
5. Review vendor recommendations for infrastructure improvements, cybersecurity enhancements, hardware replacements, and technology investments, providing recommendations to the Chief Information Officer.
6. Manage vendor contracts, software licensing, maintenance renewals, warranties, procurement activities, and technology purchasing.
7. Coordinate technology projects by managing timelines, vendor deliverables, budgets, testing, implementation activities, documentation, and communication with organizational leadership.
8. Conduct operational meetings with vendors to review open issues, service performance, infrastructure health, cybersecurity status, project progress, and continuous improvement initiatives.
9. Build and maintain productive working relationships with technology partners while ensuring compliance with organizational standards, HIPAA requirements, contractual obligations, and applicable regulations.

Security, Compliance & Governance

1. Coordinate information security activities with third-party security providers and serve as the organization's primary point of contact for security-related operational matters.
2. Review security reports, vulnerability assessments, penetration testing results, and audit findings provided by third-party vendors while coordinating remediation activities with internal departments.
3. Assist with internal and external audits by coordinating documentation, evidence collection, and communication between organizational leadership and managed security providers.
4. Participate in technology risk assessments for new systems, applications, infrastructure changes, and vendor implementations.
5. Assist the Chief Information Officer in coordinating cybersecurity initiatives, disaster recovery planning, business continuity testing, and regulatory compliance efforts.
6. Maintain familiarity with HIPAA, HITECH, PCI DSS, NIST Cybersecurity Framework, and other healthcare technology standards to support organizational compliance.

Strategic Planning & Organizational Support

1. Collaborate with executive leadership to develop and implement technology strategies that support organizational goals and operational excellence.
2. Research, evaluate, and recommend technology improvements, infrastructure enhancements, and emerging solutions that improve reliability, security, and efficiency.
3. Prepare technology proposals, project documentation, budgets, and capital requests for technology investments.
4. Develop and maintain IT policies, procedures, standards, and operational documentation.
5. Provide technology training and guidance to end users as needed and promote the effective use of organizational technology resources.
6. Maintain professional knowledge through continuing education, certifications, conferences, and industry best practices.
7. Perform all responsibilities in accordance with organizational policies, HIPAA requirements, regulatory standards, and established performance expectations.
8. Provide onsite support during major storms, emergencies, disaster recovery efforts, and other critical business events as required.
9. Travel up to 50% within approximately 60 miles of the primary location. Reliable transportation is required.

Minimum Qualifications

• Minimum five (5) years of progressively responsible Information Technology experience supporting enterprise infrastructure, end-user computing, networking, and technology operations.
• Experience coordinating enterprise technology vendors, managed service providers, and cross-functional technology projects.
• Experience supporting Microsoft Windows, Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), networking, endpoint management, and enterprise hardware.
• Strong technical troubleshooting skills with desktops, laptops, printers, mobile devices, networking, and Microsoft technologies.
• Knowledge of healthcare technology environments and HIPAA compliance requirements preferred.
• Excellent analytical, organizational, communication, customer service, and problem-solving skills.
• Ability to manage multiple priorities while delivering exceptional technical support in a fast-paced environment.

Preferred Qualifications

• Experience working with outsourced MSP, NOC, and SOC providers.
• Experience with virtualization, cloud technologies, backup solutions, endpoint management, and mobile device management.
• Familiarity with ITIL service management practices.
• Industry certifications such as CompTIA Network+, Security+, Microsoft Certified, ITIL Foundation, or other relevant technical certifications are preferred.

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