Manager, IT Field Operations

Job Description:

Role

Summary:

Manager, IT Field Operations will report to One Oncology’s Sr. Manager, IT Field Operations. As part of One Oncology’s technical support team, this role will act as an IT team leader for a partner practice of One Oncology. 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 One Oncology 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 One Oncology 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 position requiring on‑site presence at various New Jersey locations depending on daily work assignments and projects.

• Act as a liaison between practice stakeholders and One Oncology technical support teams.
• Participate in timely communication and tracking when emergency or escalated issues arise.
• Lead and oversee technical projects in alignment with practice goals.
• Lead 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.
• Respond to and resolve requests for assistance with computer systems and provide superior customer support (“white glove”) experiences for users.
• Lead 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.
• Ensure service support processes, procedures, SLA’s, performance metrics and service quality align with central service team core processes.
• Coordinate with Director, IT Practice strategy to research, evaluate, recommend, and implement technology solutions.
• Serve as an extension of our IT technical project team for clinical technology projects, including but not limited to opening of new clinic locations, etc.
• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

• Bachelor’s degree in information systems or healthcare related field is preferred.
• At least 5 years of progressively responsible work experience in technology support.
• 3+ years in IT leadership/management.
• Healthcare related experience a plus.

• 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 One Oncology IT and service desk team.
• Experience as a technical leader providing proven solutions. Experience in healthcare a plus.
• Understanding of HIPAA or similar regulatory and security/privacy frameworks.
• 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.
• 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, understanding of various Microsoft Server and related products (VMWare, Remote Desktop Services, etc.).
• VOIP phone systems (Zoom Phone experience a plus).
• Experience with Powershell and/or other scripting/automation techniques is preferred.
• Attendance is an essential job function.

Salary range:

$80K-$100K

This job description does not contain a full listing of activities, duties or responsibilities required of this role. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.