Manager, IT Field Operations

Role Summary

Manager, IT Operations reports to One Oncology’s Sr. Manager, IT Field Operations. This is a customer‑facing IT team leader role for a partner practice in Myrtle Beach, SC, focused on ensuring high quality IT service and continuous improvement.

• Act as liaison between practice stakeholders and One Oncology technical support teams.
• Communicate and track emergency or escalated issues in a timely manner.
• Lead and oversee technical projects in alignment with practice goals.
• Manage day‑to‑day IT support, including technical customer service, resolving escalated tickets, and related practice IT operations.
• Provide superior customer support ("white glove" experience) to users.
• Improve practice IT department processes and procedures in partnership with the central service delivery team.
• Provide feedback and updates to practice leadership and 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 support the mission of improving cancer care.
• Attend regularly; attendance is an essential job function.

• Preferred:
  Bachelor’s degree in information systems or a healthcare‑related field.
• 5+ years of progressively responsible technology support experience.
• 3+ years of IT people leadership or management experience.
• Healthcare‑related experience is a plus.
• Strong communication skills, both written and verbal, at all organizational levels.
• Proven technical leadership and solution‑oriented thinking.
• Understanding of HIPAA or similar regulatory and security/privacy frameworks.
• Critical thinking and problem‑management skills to sustain process improvements.
• Strong knowledge of hardware, software, and network systems; high‑level understanding of computer systems, telecommunications, security, network and system administration.
• Excellent leadership, decision‑making, and multitasking abilities under pressure.
• Proficient with MS Servers, SANs, network infrastructure, Active Directory, Group Policy, virtual environment management, M365 administration, VMWare, Remote Desktop Services, and VOIP phone systems (Zoom Phone preferred).
• Experience with Power Shell or scripting/automation techniques is preferred.

• Strong communication, including effective written and verbal communication with all levels.
• Technical leadership with proven solutions.
• Knowledge of HIPAA or comparable frameworks.
• Critical thinking and ability to manage incidents and problems.
• Capacity to recognize service gaps and act as a utility player.
• Strong knowledge of practice management principles.
• Decision‑making and leadership skills.
• Proficiency with Microsoft Server ecosystem, VMWare, Remote Desktop, M365, VoIP, and automation.
• Ability to multitask, prioritize, and work under pressure.