Manager, IT Field Operations

Responsibilities

• Acts as a liaison between practice stakeholders and OneOncology technical support teams.
• Participates in timely communication and tracking when emergency or escalated issues arise.
• Leads and oversees technical projects in alignment with practice goals.
• Leads day-to-day components of IT support for the practice.
• This includes, but is not limited to, technical customer service, resolving escalated tickets, and other items related to practice IT operations and projects.
• Responds to and resolves requests for assistance with computer systems and provides superior customer support (“white glove”) experiences for users.
• Led efforts to improve practice IT department processes and procedures in partnership with central service delivery team.
• Provide feedback and updates to practice leadership and other appropriate teammates from start through resolution of practice-wide technology issues and projects.
• Ensures service support processes, procedures, SLA’s, performance metrics and service quality align with central service team core processes.
• Coordinated with Director, IT Practice strategy to research, evaluate, recommend, and implement technology solutions.
• Serves as an extension of our IT technical project team for clinical technology projects, including but not limited to opening of new clinic locations, etc.

Qualifications

• Bachelor’s degree in information systems or healthcare related field is preferred.
• At least 5 years of progressively responsible work experience in technology support.
• 3+ years in IT leadership/management.
• Healthcare related experience a plus.