IT Operations Manager

Overview

With over 50 years of proven success, ECG, ranked as a Best Midsized Firm to Work For 2025 by Consulting Magazine, is the most experienced healthcare consulting firm in the US. Working exclusively in this space, our people consistently demonstrate their ability to solve challenges for providers and achieve better patient outcomes. Across our eight office locations, we’re seeking individuals who will show the courage to find innovative solutions and make a direct impact on the delivery of healthcare services nationwide.

ECG is a national consulting firm that is redefining healthcare together with its clients. We provide a broad range of strategic, financial, operational, and technology-enabled consulting services to the full continuum of care, including hospitals, health systems, medical groups, academic medical centers, children’s hospitals, cancer centers, ambulatory surgery centers, investors, and payers/health plans.

Our work focuses on creating practical, tailored solutions that help clients maximize resources and achieve sustainable results. We value collaboration, integrity, and innovation, and are committed to fostering an inclusive and supportive work environment.

Your Opportunity with ECG: IT Operations Manager

Reporting to the IT director, the IT operations manager will lead our internal IT operations function in a modern, cloud-first environment. This role is responsible for ensuring the reliability, performance, and security of IT services that support a highly mobile consulting workforce.

This role will oversee service delivery and infrastructure operations while enabling the adoption and operational support of cloud platforms, SaaS applications, data and analytics, and AI-powered productivity tools. This individual will play a key role in advancing ECG’s cloud operations (Cloud Ops), IT service management (ITSM), and emerging AI support capabilities to enhance employee productivity and organizational scalability.

• Lead day-to-day IT operations, including incident management, service requests, and on-call support, ensuring adherence to service-level agreements (SLAs).
• Define, monitor, and report on IT operational performance metrics and service quality.
• Oversee problem management processes, including root cause analysis and continuous improvement initiatives.
• Develop and maintain IT operations documentation, standards, and procedures.

• Manage and optimize IT operations across cloud environments (Microsoft Azure, Microsoft 365) and on-premises systems.
• Oversee infrastructure operations, including networking, identity, and endpoint management, ensuring high availability and scalability.
• Support cloud migration and modernization initiatives, leading architecture and engineering teams.
• Implement monitoring, alerting, and performance optimization practices across cloud platforms.
• Partner with finance and leadership to manage cloud cost optimization and resource utilization (Fin Ops principles).

• Support the rollout and ongoing operations of AI-enabled tools, for both everyday AI (e.g., Microsoft Copilot and automation platforms) and business-transforming AI solutions.
• Establish support processes for AI tool usage, monitoring, and troubleshooting, in alignment with governance and compliance requirements.
• Enable end-user adoption of AI-driven capabilities through training, documentation, and support.
• Support efforts from our Analytics Hub related to AI, analytics, and automation.

• Ensure high-quality end-user experience across all IT services and technologies.
• Contribute to onboarding and IT orientation for new employees.
• Evaluate and recommend new end-user technologies to improve productivity and collaboration.

• Manage vendor relationships for IT infrastructure, cloud platforms, and enterprise applications.
• Oversee licensing compliance for hardware, software, and cloud services.
• Contribute to IT budgeting, forecasting, and cost management activities.

• Lead, mentor, and develop a small team of IT professionals.
• Foster a culture of accountability, continuous improvement, and customer service excellence.
• Manage team workload, priorities, and performance to ensure effective service delivery.

Required Qualifications

• Bachelor’s degree in computer science, information systems, or related field (or equivalent experience)
• 5+ years of progressive experience in IT operations, engineering, or technical support roles in an enterprise environment
• 3+ years of experience in a people management or team leadership role
• Experience supporting cloud platforms (Azure, Microsoft 365) and hybrid IT environments
• Working knowledge of networking, systems administration, and IT security practices
• Strong problem-solving, analytical, and troubleshooting skills
• Excellent communication, leadership, and customer service skills