Senior Manager of IT

About the Role

The Senior Manager of IT leads the IT function across Altus Community Healthcare’s clinic portfolio, with accountability for technology infrastructure, systems reliability, cybersecurity readiness, vendor performance, and scalable technology processes. This senior leadership role combines people leadership, operational ownership, and hands‑on technical expertise to ensure clinic locations receive reliable, secure, and efficient technology support. The Senior Manager serves as the primary escalation point and incident commander during network outages, system failures, or other technology disruptions, directing the team, prioritizing triage, communicating with leadership, and personally troubleshooting when needed to drive timely resolution. The role also oversees roadmap planning, budget oversight, vendor management, documentation, team development, HIPAA‑aligned security practices, and technology improvements that support current operations and future growth.

Responsibilities

• Leadership and Team Management: Lead, mentor, and develop the IT support team responsible for clinic locations, including on‑call expectations, response procedures, escalation paths, and training.
• IT Strategy and Operations: Own IT strategy, roadmap planning, infrastructure priorities, budget planning, and technology processes for the clinic portfolio.
• Technical Escalation and Infrastructure Support: Serve as the final technical escalation point for complex issues, including network architecture, switches, firewalls, VPNs, Wi‑Fi, site connectivity, servers, workstations, and phone/VoIP systems.
• Systems Administration: Configure, manage, and troubleshoot Cisco switches, Microsoft 365, Azure AD/Entra, user accounts, licensing, security groups, access controls, and related compliance requirements.
• Vendor, Asset, and Lifecycle Management: Manage IT vendors, service providers, contracts, renewals, invoices, asset inventory, software licensing, warranties, cost tracking, and equipment lifecycle planning.
• Security, Documentation, and Continuous Improvement: Ensure HIPAA‑aligned practices, backup and disaster recovery processes, technology policies, documentation, runbooks, SOPs, knowledge resources, and recommendations that improve reliability, security, efficiency, user experience, and cost‑effectiveness.
• Clinic Technology Support: Coordinate new clinic technology setup, onboarding, equipment deployment, and decommissioning of retired systems and devices.

Core Competencies

• Technical Leadership – Hands‑on knowledge of networks, systems, infrastructure, and troubleshooting; leads by expertise as well as authority.
• Incident Management – Leads triage during outages, communicates clearly, and drives timely resolution with urgency and accountability.
• Strategic Planning – Aligns IT roadmap, infrastructure investments, vendor decisions, and security priorities with business and clinic operational needs.
• People Leadership – Coaches and develops IT staff while setting clear expectations, accountability standards, and service response procedures.
• Vendor and Budget Management – Manages contracts, renewals, negotiations, vendor performance, invoices, and cost controls across the IT portfolio.
• Security and Compliance Mindset – Applies HIPAA‑aligned practices, access controls, disaster recovery planning, data protection, and security best practices.
• Operational Discipline – Builds documentation, runbooks, inventory controls, and repeatable processes that improve service consistency and reduce preventable escalations.
• Communication and Collaboration – Communicates technical issues to non‑technical leaders, partners with clinic leadership, and balances competing priorities across multiple sites.

Key Performance Indicators

• System Uptime – Maintain targeted clinic network and system uptime; document, escalate, and resolve outages according to established service expectations.
• Response and Resolution Time – Meet or improve response and resolution time targets for priority tickets, outages, and executive or clinic escalations.
• Incident Documentation – Complete root cause analysis and corrective action documentation for significant network or system incidents.
• Asset and Lifecycle Accuracy – Maintain accurate IT asset inventory, licensing records, warranty information, and equipment lifecycle plans across clinic locations.
• Access and Licensing Controls – Keep Microsoft 365/Azure user access, licensing, security groups, and account changes current, accurate, and aligned with approved processes.
• Security and Compliance Readiness – Maintain HIPAA‑aligned access control, backup, disaster recovery, and security documentation with timely remediation of identified gaps.
• Vendor and Budget Accountability – Complete vendor renewals, contract reviews, invoice approvals, and service performance reviews within established timelines and budget parameters.
• Process Documentation – Develop and maintain current runbooks, SOPs, escalation procedures, and training resources for recurring IT support needs.
• Team Development – Improve team capability through documented coaching, cross‑training, and reduced dependency on senior‑level escalation for routine issues.

Marginal Duties

• Participate in special projects, technology evaluations, audits, and organizational initiatives as assigned by leadership.
• Support clinic expansion, relocation, onboarding, or decommissioning activities requiring IT planning or coordination.
• Provide technical guidance for business continuity planning, emergency preparedness, and operational readiness efforts.
• Perform other related duties as assigned based on business needs, clinic priorities, or leadership direction.

Requirements

• Bachelor’s degree in information technology, computer science, or related field preferred; equivalent experience may be considered.
• Minimum of 10 years of progressive IT experience, including at least 3–4 years in an IT Manager, Senior IT Manager, or similar leadership role.
• Experience supporting multi‑site operations required; healthcare, medical clinic, or similarly regulated environments strongly preferred.
• Prior experience managing IT for a growing multi‑site organization preferred.
• Experience with EHR/EMR or practice management systems preferred.
• Hands‑on technical depth with the ability to personally troubleshoot and resolve infrastructure issues rather than solely delegating tickets.
• Demonstrated ability to lead through active outages by staying calm, directing a team, making sound technical decisions, and driving resolution.
• Vendor management experience, including contracts, renewals, negotiations, service‑level expectations, and performance accountability.
• Excellent communication, organization, documentation, and prioritization skills; able to manage multiple sites, a team, vendors, and competing priorities.
• Valid driver’s license and ability to travel to clinic locations as needed.

Physical Demands

The role requires the ability to sit, stand, walk, bend, reach, and move throughout office, clinic, server/network, and equipment areas as needed. The incumbent must use hands and arms to operate computers, phones, networking equipment, tools, and standard office equipment. Occasionally lifting, carrying, or moving IT equipment, hardware, and related materials is necessary. Travel to clinic locations and response to urgent technology issues—including after‑hours, on‑call, or emergency situations—is required.

Work Environment

Work is performed in corporate office, clinic, network/server, and multi‑site healthcare environments. The role operates in a fast‑paced, high‑accountability setting where technology uptime, security, and timely communication are critical to clinic operations. The position requires balancing strategic planning, people leadership, vendor management, and hands‑on troubleshooting across multiple locations, with travel to clinic sites for infrastructure support, site assessments, new clinic setup, vendor coordination, and issue resolution.