Manager, IT Field Operations

TheManager IT Field Operationswill report toOneOncologysSr. Manager IT Field Operations.As part of OneOncologys technical support team this role will act as an IT team leader for a partner practice of OneOncology. The Manager IT Field Operations is tasked with assuring excellent IT service while being customer-facing and must demonstrate unparalleled customer service. The Manager IT Operations will lead the local IT department and projects in partnership with the OneOncology central IT services team. The role will be responsible for training supporting and leading the IT team supporting one of our partnered practices. This role will represent the OneOncology IT team and interface with practice stakeholders to ensure that IT service delivery to the practice is constantly developing and improving.

This is a full-time onsite position in Jacksonville FL.

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.

• Leads 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 SLAs 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.

• Additionalresponsibilitiesasassigned to help drive our mission of improving the lives of everyone living with cancer.

Requiredor PreferredQualifications(specify within):

• Bachelors degree in information systems or healthcare related field is preferred

• Ahigh schooldiploma or GED is required

• At least 5 years of progressively responsible work experience in technology support

• 3 years in IT leadership/management

• Healthcare related experience a plus

EssentialCompetencies:

• 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. 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

• High level understanding of computer systems telecommunications systems security network and systems administration

• Strong knowledge of practice management principles

• Excellent leadership and decision-making skills

• Strong technical ability with 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 an understanding of various Microsoft Server and related products (VMWare Remote Desktop Services etc.)

• VOIP phone systems (Zoom Phone experience a plus)

• Experience withPowershelland/or other scripting/automation techniques is preferred.

• Attendance is an essential job function.