Manager, IT Field Support

JOB SUMMARY

At GoHealth Urgent Care, we place the needs of our patients first - by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.

As the Field Support Manager on GoHealth's IT team, you will be responsible for the planning, implementation, and support of the information technology infrastructure for outpatient healthcare facilities nationwide. This includes hardware and software deployment, network and systems operations and telecommunications. You will directly manage field technicians to ensure that all centers open on time and are functioning in a way that provides our users and patients with an effortless experience. You will be a key player in establishing long term goals related to patient experience, provider throughput, and evolving technology. This position requires 3-5 years of IT operations (desktop, network, and server management) and experience in an environment dependent on technology for business continuity.

In addition to impacting our core values of collaboration, accountability, and innovation, you will also be responsible for internal infrastructure delivery. You will analyze the needs of functional departments and establish priorities for delivery of solutions, provide technical support for computer systems and systems software, and develop new and/or modify the company's information processing systems. This will be a challenging position working in a fast-paced environment with a focus around agile and rapid deployment.

JOB REQUIREMENTS

Education

 H.S Diploma or equivalent required
 Bachelors preferred

Work Experience 

 5+ years supporting IT operations required
 2+ years leading/managing IT team members required

Required Licenses /Certifications

Additional Knowledge, Skills and Abilities Required

 Experience leading and motivating IT team members
 Demonstrated ability to deliver complex IT projects on time and within budget
 Knowledge and experience in routing, switching, firewalls, WAN and wireless infrastructure, VPN connectivity, and VoIP.
 Experience managing MS Exchange/Outlook and Microsoft Teams for the corporate environment

Additional Knowledge, Skills, and Abilities Preferred

 Experience leading and managing internal and external/outsourced teams
 In depth knowledge and experience with server and desktop operating systems such as Windows Server 2016, Windows 10, and Mac OS
 Thorough knowledge of network, host and application technologies, particularly in a healthcare environment.
 Familiarity and experience with Healthcare regulatory compliance and reporting bodies (HIPAA, PCI, etc.)

ESSENTIAL FUNCTIONS

 Lead a team in making and executing technical decisions as it pertains to the IT needs of the urgent care centers.
 Lead/manage field technicians across multiple geographies and markets.
 Implement and support servers, VMs, desktop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates and patches.
 Design, deploy and support LANs, WANs, network segments, internet, and intranet systems to ensure network connectivity throughout infrastructure is on par with technical considerations. Provide support to the data circuit provisioning process. Adhere to timelines to make sure that internet connectivity is installed according to company guidelines.
 Plan and lead team(/s) in implementing new center site openings. Ensuring that all hardware is in place, tested, and operational prior to the date of go live.
 Manages communications with vendors and internal teams on ordering, installation, and turn up for primary and secondary circuits for new and existing locations.
 Proven time/project management across multiple project in multiple geographic areas including different priorities and deadlines.
 Works directly with Helpdesk team to identify and resolve broken processes and recurring issues in the centers.
 Leads teams and staff in new market implementations providing subject matter expertise on implementations and field support processes.
 Lead process improvement initiatives for site check-up/maintenance, new center opening, and other support needs.
 Participate in system selections for enhancing patient care via new technologies.
 Identify and investigate ongoing and reoccurring IT related issues to determine root cause and provide solutions. Provide a plan for preventative maintenance of locations and ensure assigned tickets are resolved in a timely manner.
 Train and educate staff on solutions created to prevent reoccurring issues.
 Participate and provide subject matter expertise in regular staff meetings with technical team and cross-functional teams to understand business needs, develop functional specifications, technical designs and/or workflow requirements.
 Troubleshoot technology problems reported by users.
 Identify needed resources for projects, define and assign major project roles.
 Develop, implement, and monitor policies and controls to ensure data accuracy, security, legal and regulatory compliance.
 Assist with contract negotiations with consultants, technical personnel and vendors for services and products.
 Develop proposals to optimize existing and introduce emerging technologies in support of increasing operational readiness and failover capabilities of IT systems in a healthcare setting.
 Take responsibility for results, including costs, methods, and staffing.
 Work effectively and provide subject matter expertise with cross-functional teams from IT, Engineering and business functions, including senior leadership team within and outside of your department and function.
 Collaborate with people from many different disciplines with varying degrees of technical experience.
 Adapt to a constantly changing environment; flexibility to work extended hours and weekends if needed, occasional travel required.
 Provide feedback and leadership to team members to lead them effectively and help grow them for greater responsibilities.