IT Operations Manager

You can Make A Difference in the lives of others!
At Heart to Heart Hospice, we provide “Compassionate Care from Our Hearts to Yours.” Our employees enhance the lives of patients with life-limiting illnesses and their loved ones,during a time when compassionate care is needed most. We are dedicated to making a difference in the lives of employees, offering the opportunity to be associated with caring teammates, and creating positive contributions in each community we serve.

Manager, IT Operations

Department: Information Technology

Reports To: Senior Director of Information Technology

Location: Heart to Heart Hospice Holdings LLC — Plano, TX (Onsite)

FLSA Status: Exempt

Position Overview

The IT Operations Manager oversees the daily operations of the Heart to Heart Hospice Help Desk, ensuring high-quality, secure, and compliant technical support for all employees and contracted clinicians. This role manages a 5-person team, supported by a Team Lead, and is responsible for service delivery, operational communications, escalation handling, and adherence to HIPAA and ISO 27001-aligned controls across a multi-state hospice workforce.

The position focuses on operational excellence, patient‑critical service continuity, and aligning Help Desk practices with organizational goals related to security, compliance, and user experience.

Key Responsibilities Help Desk Operations and Service Delivery

• Supervise daily Help Desk operations, ensuring timely resolution of support requests.
• Monitor ticket queues and maintain SLA compliance across all support categories.
• Enforce escalation procedures, prioritization rules, and service‑level expectations.
• Oversee after‑hours support schedules, round‑robin rotations, and on‑call workflows.
• Ensure all support activities adhere to HIPAA and ISO/IEC 27001 Annex A controls.
• Ensure all identity and access changes follow documented authorization and access governance workflows.
• Maintain 24/7 patient‑critical support readiness through structured on‑call rotation and escalation procedures.
• Support clinicians and contracted staff who rely on mobile devices, tablets, and laptops for patient‑critical documentation.

Operational Communications

• Draft and distribute company‑wide IT Alert Notifications, outage updates, and maintenance communications.
• Ensure all notifications follow standard templates and meet organizational communication expectations.

Incident Escalation and Coordination

• Serve as the management escalation point for complex or unresolved Help Desk cases.
• Collaborate with Infrastructure, Security, Applications, and Compliance teams to drive incident resolution.
• Support incident response processes for high‑impact issues.
• Ensure escalations involving PHI are handled in accordance with HIPAA and internal access governance workflows.

Documentation and Knowledge Management

• Maintain and update Help Desk procedures, troubleshooting guides, and onboarding materials.
• Oversee support documentation to ensure consistency, accuracy, and audit readiness.
• Ensure documentation supports audit‑readiness for internal reviews, external assessments, and compliance audits.

Performance Management and Staff Development

• Hire, train, and mentor Help Desk staff in alignment with Heart to Heart’s mission and service values.
• Conduct performance reviews, set goals, and develop staff capabilities.
• Document performance issues and corrective actions in accordance with HR and IT governance requirements.
• Manage scheduling, PTO review, and timesheet approval.

Metrics, Reporting, and Continuous Improvement

• Track and report KPIs including FCR, MTTR, SLA compliance, backlog status, and user satisfaction.
• Maintain monthly and quarterly operational reporting for IT leadership and executive review.
• Identify recurring issues and recommend process, workflow, or technology improvements.

Help Desk System Ownership

• Manage configuration and optimization of the Help Desk ticketing system (Sys Aid, Service Now, or Jira Service Management).
• Ensure ticketing workflows, categorization, reporting functions, access controls, and data handling support operational needs and comply with HIPAA and ISO 27001 Annex A requirements.

Qualifications and Requirements

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