IT Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, coach, mentor, and develop the IT Support team.

• Directly manage MSP and IT support technicians to ensure consistent service delivery.

• Hold the outsourced MSP accountable to the agreed-upon SLAs.

• Conduct weekly support team meetings and one-on-one coaching sessions.

• Oversee team schedules, workload distribution, and performance expectations.

• Supervise daily Service Desk operations to guarantee that ticket SLAs are consistently met.

• Monitor ticket queues, escalations, backlog, and response times.

• Serve as the primary escalation point for complex technical and integration challenges.

• Review ticket quality and identify recurring issues that require long-term solutions.

• Maintain support documentation and knowledge base articles.

• Communicate technology issues, outages, and major incidents to employees and leadership.

• Provide executive-level support when necessary.

• Collaborate with external vendors to coordinate issue resolution.

• Build relationships with clinic leadership and corporate departments.

• Develop, monitor, and enhance Service Desk KPIs, presenting weekly/monthly reports to the Director of IT.

• Enhance support processes through automation and standardization.

• Participate in technology deployments, acquisitions, and onboarding initiatives.

⛳️ Requirements

• Bachelor's degree in Information Technology or equivalent experience.

• 5+ years of IT support experience, including at least 2 years in managing a technical support team.

• Experience in managing Service Desk operations and ticketing platforms.

• Strong knowledge of Microsoft 365, Windows, Entra ID/Active Directory, Intune, networking fundamentals, and endpoint management.

• Familiarity with healthcare system integrations is strongly preferred.

• Experience in multi-site or multi-EMR environments is a plus.

• Working knowledge of HIPAA and healthcare data handling requirements.

• Excellent leadership, communication, customer service, and organizational skills.

🏝️ Benefits

• Medical, Dental, and Vision Plans.

• HSA with Employer Contribution.

• FSA.

• Generous PTO Program.

• 401k with a 4% Match.

• Employee Assistance Program.

• Life and AD&D Insurance.

• Short-Term and Long-Term Disability.