Manager IT Field Support - Pittsburgh PA

At GoHealth Urgent Care we place the needs of our patients first by providing an effortless patient experience a welcoming culture of care and seamless integration with marketleading health systems and our communities.

As the Manager of IT Field Support on GoHealths IT team you will be responsible for the planning implementation and support of the information technology infrastructure for outpatient healthcare facilities nationwide. This includes hardware and software deployment network and systems operations and telecommunications. You will directly manage Field Technicians to ensure that all centers open on time and are functioning in a way that provides our users and patients with an effortless experience. You will collaborate closely with the Manager of IT Support to ensure that the IT Support Center adheres to established team Key Performance Indicators (KPIs) and Standard Operating Procedures (SOPs) across both remote and field operations. You will be responsible for maintaining Tour Ready Centers ensuring that our facilities are consistently presented in excellent condition. As a manager at our company you will play a pivotal role in driving our culture and embodying our core values of Accountability Collaboration Courage & Integrity Diversity & Inclusion and Innovation fostering an environment that promotes teamwork ethical practices and continuous improvement.

Job Requirements

Education

• Bachelors or equivalent experience required.

Work Experience

• 5 years supporting IT operations required
• 2 years leading/managing IT team members preferred

Required Licenses/Certifications

Additional Knowledge Skills and Abilities Required

• Experience leading and motivating IT team members
• Demonstrated ability to deliver complex IT projects on time and within budget
• Knowledge and experience in routing switching firewalls WAN and wireless infrastructure VPN connectivity and VoIP.
• Experience managing MS Exchange/Outlook and Microsoft Teams for the corporate environment

Additional Knowledge Skills and Abilities Preferred

• Experience leading and managing internal and external/outsourced teams
• In depth knowledge and experience with server and desktop operating systems such as Windows 10 Windows 11 and Mac OS
• Thorough knowledge of network host and application technologies particularly in a healthcare environment.
• Familiarity and experience with Healthcare regulatory compliance and reporting bodies (HIPAA PCI etc.

Essential Functions

• Lead a team in making and executing technical decisions as it pertains to the IT needs of the urgent care centers.
• Lead/manage field technicians across multiple geographies and markets.
• Implement and support servers VMs desktop computers printers routers switches firewalls phones smartphones software deployment security updates and patches.
• Design deploy and support LANs WANs network segments internet and intranet systems to ensure network connectivity throughout infrastructure is on par with technical considerations. Provide support to the data circuit provisioning process. Adhere to timelines to make sure that internet connectivity is installed according to company guidelines.
• Plan and lead team(s) in implementing new site openings. Ensuring that all hardware is in place tested and operational prior to the date of go live.
• Manages communications with vendors and internal teams on ordering installation and turn up for primary and secondary circuits for new and existing locations.
• Proven time/project management across multiple projects in multiple geographic areas including different priorities and deadlines.
• Leads teams and staff in new market implementations providing subject matter expertise on implementations and field support processes.
• Lead process improvement initiatives for site checkup/maintenance new center opening and other support needs.
• Participate in system selections for enhancing patient care via new technologies.
• Identify and investigate ongoing and reoccurring IT related issues to determine root cause and provide solutions. Provide a plan for preventative maintenance of locations and ensure assigned tickets are resolved in a timely manner.
• Train and educate staff on solutions created to prevent reoccurring issues.
• Participate and provide subject matter expertise in regular staff meetings with technical team and crossfunctional teams to understand business needs develop functional specifications technical designs and/or workflow requirements.
• Troubleshoot technology problems reported by users.
• Identify needed resources for projects define and assign major project roles.
• Develop implement and monitor policies and controls to ensure data accuracy security legal and regulatory compliance.
• Assist with contract negotiations with consultants technical personnel and vendors for services and products.
• Develop proposals to optimize existing and introduce emerging technologies in support of increasing operational readiness and failover capabilities of IT systems in a healthcare setting.
• Take responsibility for results including costs methods and staffing.
• Work effectively and provide subject matter expertise with crossfunctional teams from IT Engineering and business functions including senior leadership team within and outside of your department and function.
• Collaborate with people from many different disciplines with varying degrees of technical experience.
• Adapt to a constantly changing environment; flexibility to work extended hours and weekends if needed occasional travel required.
• Provide feedback and leadership to team members to lead them effectively and help grow them for greater responsibilities.

All other duties as assigned.

Note: this job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time.

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