Manager, IT Field Operations

Job Description

The Manager, IT Field Operations reports to One Oncology’s Sr. Manager, IT Field Operations. The role leads the local IT department and projects in partnership with the One Oncology central IT services team, ensuring excellent IT service for partnered practices.

This is a full‑time, onsite position in Jacksonville, FL.

• Act as liaison between practice stakeholders and One Oncology technical support teams.
• Participate in timely communication and tracking of emergency or escalated issues.
• Lead and oversee technical projects aligned with practice goals.
• Lead day‑to‑day components of IT support for the practice, including technical customer service, resolving escalated tickets, and related IT operations and projects.
• Respond to and resolve requests for assistance with computer systems, providing superior customer support ("white glove") experiences for users.
• Lead efforts to improve practice IT department processes and procedures in partnership with the central service delivery team.
• Provide feedback and updates to practice leadership and other teammates from start through resolution of practice‑wide technology issues and projects.
• Ensure service support processes, procedures, SLAs, 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 the IT technical project team for clinical technology projects, including opening new clinic locations.
• Perform additional responsibilities as assigned to help drive the mission of improving patient care.

• Bachelor’s degree in information systems or healthcare‑related field (preferred); high school diploma or GED (required).
• 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, both written and verbal, with all levels of practice employees and stakeholders.
• Experience as a technical leader providing proven solutions.
• Understanding of HIPAA or similar regulatory and security/privacy frameworks.
• Ability to think critically about systems and adjust as needed.
• Proven experience in incident analysis, problem management, and removing support process inefficiencies.
• Ability to recognize service gaps and act as a utility player to 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.
• Ability to multitask and prioritize service issues while working under pressure.
• Strong knowledge of:
  Active Directory user and group maintenance, 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), Powershell and/or other scripting/automation techniques (preferred).
• Attendance is an essential job function.