IT Manager

The IT Manager serves as the escalation point for on-site incidents manages technician coverage and scheduling across multiple locations and partners with the Service Desk Infrastructure Security Applications and Project Management teams to resolve issues that cross team boundaries. This role balances hands-on technical leadership people management of geographically distributed staff and accountability for service performance in each market.

This is a client-facing leadership role. The IT Manager builds working relationships with practice administrators clinical leaders and site staff protects clinic and procedural uptime andrepresentsHopper professionally at every location within the assigned markets.

ESSENTIAL FUNCTIONS

On-Site Support Leadership

• Lead Tier 1 and Tier 2 on-site support for endpoints peripherals clinical workstations printers telephony and conference equipment and hands-on network closet work.

• Serve as the escalation point for on-site incidents affecting clinic operations procedural schedules or patient throughput.

• Set response and resolution expectations for each supported location and hold technicians accountable to them.

• Establish and enforce consistent on-site standards runbooks checklists and escalation paths across all markets.

Coverage Scheduling & Market Operations

• Build andmaintaintechnician coverage schedules across assigned locations including multi-site routing on-call rotation and holiday and PTO backfill.

• Match staffing levels to site volume clinic hours procedure schedules and service commitments and escalate coverage gaps early.

• Coordinate support for early-morning evening and weekend procedural schedules where client operations require it.

• Travel to market locations on a regularcadencetoobserveservice quality meet client staff and support technicians in person.

Team Leadership & Development

• Manage mentor and develop on-site technicians and senior technicians working at locations away from direct supervision.

• Set clear expectations priorities and performance goals and hold regular one-on-one and performance conversations.

• Recruit onboard and train new technicians and build the technical and client-service skills that on-site work requires.

• Foster a culture of accountability documentation ownership and continuous learning across a distributed team.

Asset Hardware & Site Readiness

• Oversee endpoint lifecycle activities across markets including procurement requests imaging deployment refresh retirement and secure disposal.

• Maintain accurate asset inventory and appropriate spare stock in each market to keep resolution times short.

• Support new site openings relocations expansions andacquiredpractice onboarding including cabling coordination equipment staging and go-live support.

Service Performance & Continuous Improvement

• Track and report ticket volume response and resolution times first-visit resolution backlog and site-level satisfaction.

• Analyze recurring incidents and root causes by site and assettype anddrive corrective and preventative action.

• Reduce repeat visits through documentation standardization user training and proactive maintenance.

Client & Cross-Functional Partnership

• Build working relationships with practice administrators clinical leaders and site staff and act on their feedback.

• Act as the operational liaison between on-site teams and the Service Desk Infrastructure Security Applications and Project Management functions.

• Provide regular service health updates and incident summaries to IT leadershipand toclient site leadership.

• Confirm that support practices at every site meet HIPAA requirements and Hopper security and compliance standards.

EDUCATION

• Bachelors degree in Information Technology Computer Science or a related field preferred. Equivalent professional experience will be considered.

• CompTIA A or Network Microsoft 365 Certified Modern Desktop Administrator and ITIL Foundation preferred.

EXPERIENCE

• Five or more years in IT support desktop and field services or infrastructure operations.

• Two or more years leading technical support staff including team members working at locations away from the manager.

• Experience supporting multiple physical sites includingcoveragescheduling and routine travel between locations.

• Experience with endpoint management imaging and deployment hardware lifecycle and asset inventory.

• Experience supporting healthcare clinical environments strongly preferred including clinic procedural or ASC settings.

REQUIREMENTS

• Valid drivers license reliable transportation and willingness to travel routinely between market locations.

• Ability to work occasional early-morning evening weekend and on-call hours to match clinic and procedural schedules.

• Ability to manage distributed staff without daily in-person contact.

• Position is based in the United States and supports United States locations. Legal authorization to work in the United States without employer sponsorship isrequired.

KNOWLEDGE

• Windows endpoint administration imaging and deployment and endpoint management tooling including Intune.

• Microsoft 365 end-user support including Entra ID Exchange Online Teams and SharePoint.

• Networking fundamentals including switching wireless VLANs cabling and site-level troubleshooting.

• Clinical and practice technology in ambulatory settings including EHR workstations imaging and PACS viewers check-in devices label printers and peripherals.

• IT service management principles covering incident request problem and change management.

• HIPAA requirements and security fundamentals as they apply to on-site device handling physical security and user access.

SKILLS

• Strongpeopleleadership skills including hiring coaching and performance management of distributed staff.

• Strong verbal and written communication skills with clinical administrative and executive audiences.

• Strong organizational and scheduling skills across multiple sites and competing priorities.

• Strong hands-on troubleshooting skills across hardware endpoints peripherals and site networking.

• Strong documentation habits and attention to detail in asset and ticket records.

ABILITIES

• Ability to keep clinical and procedural operations running and to prioritize accordingly under pressure.

• Ability to build trust with practice administrators physicians and site staff.

• Ability to hold distributed technicians accountable while supporting their development.

• Ability to translate technical detail into plain language for clinical and administrative users.

• Ability to move between hands-on technical work and management responsibilities as the day requires.

ENVIRONMENTAL WORKING CONDITIONS

• Clinical ambulatory surgery center and office environments across assigned markets

• Requires routine travel between market locations

PHYSICAL/MENTAL DEMANDS

• Requires sitting and standing associated with a normal office environment.

• Manual dexterity using a calculator and computer keyboard.

• Requires occasional lifting and positioning of computer equipment and work in server rooms network closets and under desks.

ORGANIZATIONAL REQUIREMENTS

• HOPCoMission Vision and Values must be acknowledged and adhered to

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities knowledge skillsabilitiesand working conditions may change as needs evolve.

Required Experience:

Manager