Manager, IT Services

Description:

The IT Manager will oversee and manage relationships with IT vendors delivering critical services such as managed network, Office 365 administration, data analytics, automation, and Power BI reporting. This role also includes direct management of internal IT staff to ensure efficient support for end-users. Strong project management skills are essential to drive technology initiatives, optimize vendor performance, and align IT operations with organizational strategic goals and initiatives.

Responsibilities:

Vendor Management:

• Source, evaluate, negotiate, select, and manage contracts with IT vendors providing managed network, Office 365, and analytics services.
• Monitor and manage vendor performance against SLAs and ensure compliance with security and regulatory standards.
• Conduct regular vendor reviews and risk assessments to optimize cost and service quality.

Help Desk Management:

• Manage internal help desk staff to include, but not limited to; providing guidance, training, mentorship, and performance management.
• Ensure timely resolution of user issues and maintain high customer satisfaction.
• Implement policies and best practices for ticketing, escalation, and reporting.

Technology Oversight:

• Manage internal IT data system staff to include, but not limited to; providing guidance, training, mentorship and performance management.
• Oversee implementation and maintenance of Office 365, Teams, and related collaboration tools.
• Responsible for oversight of the integration of data analytics and automation platforms, including Power BI reporting solutions.
• Ensure network infrastructure operates securely and efficiently.
• Write and optimize SQL code to prepare, join, and validate data from multiple sources, ensuring accuracy and performance in reporting models.
• Leverage Power BI to design dashboards and automate data workflows for operational reporting

Project Management:

• Lead IT projects from planning through execution to include; project action items, ownership, ensuring timelines, budgets, and quality standards are met.
• Develop project plans, track milestones, manage project teams, and communicate progress to stakeholders.

Strategic Initiative:

• Identify opportunities for automation and process improvement across IT and RCM operations.
• Collaborate with business units to align technology solutions with organizational objectives.
• Define KPI’s/targets and monitor actions coming out of operational reviews to ensure continuous improvement in initiatives designed to drive company profitability.

Compliance & Security:

• Maintain adherence to compliance frameworks (HIPAA, SOC 2) and implement risk management protocols.
• Oversee disaster recovery and business continuity planning and execution.

Other:

• Lead, mentor, and manage IT staff to deliver high quality technical support and solutions.
• Develop, implement, and maintain all IT policies, security protocols, and disaster recovery/business continuity plans.
• Manage IT budgets and procurement of technology resources.
• Stay up to date on emerging technologies to recommend improvements, innovations, and best practices.
• Manage and uphold accountability across all internal and external technical resources.
• Uphold company core values to drive a positive culture across teams.
• Perform all other functionally related duties as needed.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 10+ years of IT experience, with 5+ years in a leadership role, including vendor management and project leadership experience. 
• Proven expertise in Office 365 administration, network management, and Power BI reporting.
• Strong understanding of SQL.
• Strong working knowledge of cybersecurity and cloud-based technologies.
• Strong project management skills (PMP certification preferred).
• Experience managing held desk teams and IT support operations.
• Excellent problem solving, analytical, and critical thinking skills.
• Excellent communication, negotiation skills, with ability to collaborate across various levels.
• Experience with automation tools and data analytics platforms, with the ability to comprehend, manipulate, and interpret statistical data.
• Familiarity with healthcare IT environments and compliance requirements.
• Ability to manage multiple vendors and complex technology ecosystems.
• Ability to multi-task and shift priorities to meet company goals and timelines.
• Must be able to commute via reliable personal vehicle to and from Beachwood, Ohio Corporate Office in a hybrid work capacity 3 days per week. Travel may also include to and from client and vendor locations as needed or required.

Physical Demands:

• Work may require sitting for long periods of time. 
• Occasionally lifting files, paper, or IT equipment.
• Operating a computer, keyboard, telephone, copier, fax, scanner or other such office equipment through a normal business day. 
• Vision must be correctable to 20/20 for viewing information on computer screen and reading information in a paper format. 
• Hearing must be in the normal range for telephone contacts.
• Will require viewing computer screen and typing on a keyboard for prolonged periods of time.