Manager, IT Field Operations

About the role

OneOncology is positioning community oncologists to drive the future of medical care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer and other diseases. Our team is bringing together leaders to the market place to help drive OneOncology’s mission and vision. This is an exciting time to join OneOncology, with a values-driven culture that reflects our startup enthusiasm supported by industry leaders in oncology, urology, technology, and finance.

We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of independent physicians and the patients they serve. The Manager, IT Field Operations will report to OneOncology’s Sr. Manager, IT Field Operations and will be responsible for leading the local IT department and projects in partnership with the OneOncology central IT services team.

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, including 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.
• Leads efforts to improve practice IT department processes and procedures in partnership with central service delivery team.
• Provides 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.
• Coordinates 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

A Bachelor’s degree in information systems or healthcare related field is preferred, although a high school diploma or GED is required. At least 5 years of progressively responsible work experience in technology support is necessary, with 3+ years in IT leadership/management. Healthcare related experience is a plus.

Skills

• Strong communication skills, including the ability to communicate effectively in both written and verbal forms with all levels of practice employees and stakeholders, as well as peers and leadership within the OneOncology IT and service desk team.
• Experience as a technical leader providing proven solutions, with experience in healthcare a plus.
• An understanding of HIPAA or similar regulatory and security/privacy frameworks.
• An ability to think critically about systems and adjust as needed.
• Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process.
• An ability to recognize service gaps and fill in as a utility player as necessary to complete work and resolve issues.
• Strong knowledge of hardware, software, and network, as well as practice management principles.
• Excellent leadership and decision-making skills, with strong technical ability and working knowledge of MS Servers, SANs, Network Infrastructure.
• Able to successfully multitask and prioritize service issues while working under pressure.
• Strong knowledge of: Active Directory user and group maintenance tasks, Group Policy design, management and troubleshooting, Virtual Environment Management, M365 management and administration, and various Microsoft Server and related products (VMWare, Remote Desktop Services, etc.).
• Experience with Powershell and/or other scripting/automation techniques is preferred, as well as experience with VOIP phone systems (Zoom Phone experience a plus).

Attendance is an essential job function. This is a full-time, onsite position in Jacksonville, FL.