Information Technology Operations Manager

POSITION TITLE: Information Technology Operations Manager

Supervised by: Director, Information Technology

Supervises: IT Support Team, Database Team, Medical Necessity Team

Status: Full-time, Exempt

POSITION SUMMARY. An IT leader, with a detailed understanding of IT Service management principles. Manages teams providing technology support operations in the areas of end user support, IT incident Management, change management, problem management, knowledge management, endpoint management, database and storage management, and business controls. Lead and develop teams to support business growth, service goals, and compliance with corporate policies, standards and security regulations. This role requires a deep focus on execution, accountability, and results to improve the end user experience while driving operational efficiencies.

JOB DUTIES AND ESSENTIAL FUNCTIONS. A qualified individual must be able to perform the essential functions of the job as listed, with or without accommodation. (An Asterisk (*) Identifies an Essential Function)

1. ITSM and Service Management Owner. (*)
   1. Develops and owns ITSM platform and associated processes.
   2. Supervise the daily operations of the IT support desk, ensuring timely and effective resolution of incidents and requests.
   3. Manage escalations, troubleshoot complex technical issues, and provide guidance for issue resolution
   4. Negotiates and meets levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs and OLAs.
   5. Oversee the ticketing system and monitor SLAs to ensure compliance with established response and resolution times.
2. Process Improvement
   1. Develop, document, and enforce IT support processes focusing on efficiency and customer satisfaction.
   2. Identify and implement best practices in incident management, change management, and problem management.
   3. Conduct regular reviews of support metrics, user feedback, and performance data to identify areas for improvement.
   4. Leverages data, both quantitative and qualitative, to understand obstacles to delivering business value to IT Service Desk customers and takes action to address issues.
3. Documentation and Reporting
   1. Maintain accurate documentation of IT support processes, policies, and knowledge base articles.
   2. Generate and present regular reports on support metrics, trends, and key performance indicators (KPIs) to senior leadership.
   3. Monitor and analyze ticket trends to proactively identify areas requiring additional resources or support.
4. Cross-Departmental Collaboration
   1. Collaborate with other technology services teams, including infrastructure, security, and product development, to resolve cross-functional issues and improve inter-team processes.
   2. Collaborate with business teams, including solution delivery, HR, and sales to resolve crossfunctional issues and improve inter-team process.
   3. Act as the primary liaison between IT support and other departments, ensuring alignment with organizational goals and service expectations.
   4. Coordinate with vendors and third-party providers to manage outsourced services or escalations.
5. Training & Staff Development. (*)
   1. New Hire Onboarding – Prepares new hire 30-60-90-day training plan, and integrates feedback into daily, weekly, and monthly one-on-one meetings. Prepares initial feedback for IT team performance reviews.
   2. Performance Management – Conducts regularly-scheduled meetings with individual team members to review status of their work, clarify role expectations, provide feedback, identify training needs, discuss growth plans, and match up their skill sets with new and challenging projects. Ensures that performance appraisal meetings are conducted at agreed upon intervals (i.e., 90 days, semi- and annual reviews).
6. Coaching and Mentoring – Creates a learning environment and encourages staff to participate in skill development. Supports staff efforts to engage in self-directed training whether company-provided, college coursework, professional activities, or professional certifications.
   1. Collaborates with Human Resources and direct supervisor during the interview and hiring processes. Consistently aligns recruiting activities with established Human Resources processes.
   2. Actively works to fill open positions in a timely and judicious manner.

COMPETENCIES.

• Critical Thinking 
• Professionalism and Composure
• Team player
• Self-motivated
• Ability to handle ambiguity
• Strong documentation skills
• Exceptional interpersonal and communication skills
• Flexibility

QUALIFICATIONS

Required Education and Experience

• Bachelor's Degree in an Information Technology or Business discipline or related field of study (e.g., Computer Science, MIS, Business Management) and a minimum of two years of work experience leading or managing professionals or project delivery.
• In lieu of degree, 4 years of work experience leading or managing professionals or project delivery may be accepted.
• 5+ years of IT solutions or business domain experience with increasing levels of responsibility.
• 3+ years of experience collaborating with IT solution design/development teams (internal or external).
• ITIL, PMI, Microsoft or similar advanced certifications are highly desired.
• Broad knowledge of Information Technology functions which could include an individual focus on service management, data management, network management, systems engineering, project management, architecture, or other specialties.
• Must have prior experience successfully leading or managing a team of technical IT resources with demonstrated progression of increased scope and complexity.
• Ability to quickly learn new business functionality, technology and stay current with IT industry trends.
• Knowledge and experience applying project management methodology and discipline to improve the delivery of IT projects preferred.

Additional Eligibility Qualifications

• Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.
• Proven experience influencing the outcome of events to achieve desired results.
• Demonstrated analytical and problem-solving abilities.
• Ability to execute short and long-term plans, as well as react quickly to issues and develop both short and long-term solutions.
• Exceptional time management skills and ability to multitask, prioritize, and pay close attention to details.
• Experience coaching and/or mentoring others for improved performance and career success, which includes the ability to take proactive actions to address issues that may impact team performance.
• Ability to perform effectively under pressure or opposition.
• Prefer knowledge of HIPAA regulations involving PHI and HITECH.

Work Environment. Employees may work from our corporate headquarters or work from home. Employees may at times be required to travel to headquarters for meetings or company events. Remote workers will be provided with a company laptop and are responsible for maintaining access to highspeed internet.

Physical Demands. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for long periods of time, stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type and Expected Hours of Work. This is a full-time position, and the hours of work and days are typically Monday through Friday, 8:30 a.m. to 5 p.m. Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 9:00 a.m. to 3:30 p.m. and must work 40 hours each week to maintain full-time status. Occasional evening and weekend work may be required as job duties demand.

Travel. Incumbent will experience little to no and overnight travel.

Work Authorization. In compliance with Federal employment laws, MediQuant will verify the identity and employment authorization of each person hired. MediQuant participates in the Federal E-Verify program.

Security Clearance. Must be able to pass all security clearances mandated by various government contracts as well as client hospital/healthcare security requirements. Any employee working on government projects will be required to successfully pass a government background check and receive a Common Access Card (CAC). Additionally, the applicant must be a U.S. citizen and will be subject to a Public Trust security background investigation and must meet requirements to obtain a Department of Defense (DOD) network account.

AAP/EEO Statement. MediQuant, Inc. is an equal opportunity employer.

Compliance. Employees shall comply with all MediQuant policies, state and federal laws, regulations, and contractual obligations when accessing MediQuant or client Confidential Data, Confidential Information, and Information Assets.

Other Duties. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time.