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, and represents

Hopper professionally at every location within the assigned markets.

• 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.

• 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 upscale 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.
• 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.

• 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.

• 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.

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

• Bachelor's 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.

• 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.

• Valid driver's license,…