Manager, IT Field Operations; East Brunswick

Manager, IT Field Operations

Manager, IT Field Operations will report to Sr. Manager, IT Field Operations. As part of the technical support team, this role will act as an IT team leader for a partner practice. 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 company's 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 company's IT team and interface with practice stakeholders to ensure that IT service delivery to the practice is constantly developing and improving.

• Acts as a liaison between practice stakeholders and the company's 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, SLA's, 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.

Other duties as assigned to help drive our mission of improving the lives of everyone living with cancer.