IT Operations Manager


Full Time

Supervised By

Director of IT

Job Description

IHS is currently searching for a dynamic and energetic leader to join our team as the Manager of IT Operations.  This position is a key member of the management team and will report to the Director of Enterprise Technology.  As a newly created position, the person filling this role will set the direction for the help desk, infrastructure and data center operations.

The Manager of IT Operations will be responsible for ensuring a consistent and high quality level 1 and 2 technical support and service, for implementing and operating technology infrastructure services, and for ensuring effective performance, capacity, and availability of technology infrastructure and applications are in place.


Summary of Job Responsibilities:

  • Supervise Help Desk Admins providing M-S 6-5, and S-S 5-10 on-call
  • Implement policies, procedures and SLA’s for Incident and Request processes
  • Manage workstation HW/SW, Microsoft user licensing (O365)
  • Supervise Network and Server Engineers
  • Implement policies, procedures and SLA’s for Change, Capacity, Performance, Availability
  • Manage all network, server, storage, and data center infrastructure
  • Perform Lean Daily Management for IT responsibilities
  • Lean Philosophy – Rapid Cycle Improvement Execution


Essential Duties and Responsibilities:

  • Manage compliance to organizations policies ensuring all incidents and service requests are logged, documented and managed to closure
  • Provide recurring (daily, weekly, monthly) Metric and SLA reporting
  • Manage the deployment, operations, maintenance, upgrade and support of all IT systems utilizing direct reports and external partners, vendors, and subcontractors.
  • Ensure hardware and software are kept current and maintained at the correct levels of support.
  • Manages the planning and deployment of IT Infrastructure to meet growth, performance, security and resiliency requirements
  • Define and implement a disaster recovery and business continuity strategy aligned with company high availability objectives.
  • Enforce security practices and ensure IT Operations is meeting defined security requirements for HIPAA, SAS 70, SSAE 16 & SOC.
  • Monitors on-going staff performance, collaborates with staff to determine training opportunities and set performance goals
  • Approve, prioritize, and control projects and the technology project portfolio
  • Sets the team’s priorities
  • Serves as the principal technology infrastructure advisor

Continuously improve and mature the procedural and process capabilities leveraging the ITIL framework






  • A minimum of 2 years of proven ITIL management in Service and Support:
    • Incident, Problem, Service Request, Performance, Capacity and Availability
    • Change, Release, CMBD are desirable
  • A minimum of 2 years managing an IT Service Desk, Help Desk, or Infrastructure Team
  • A minimum of 8 years of progressive technical experience with virtualization, storage, server and network
  • Healthcare IT desirable, Radiology RIS/PACS experience preferred
  • Experience in implementing Microsoft O365
  • Training or work experience with Lean Philosophy

To Apply

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