IT Support Manager

The IT Support Manager oversees implementation of company information systems, networks, and infrastructure. In addition, this role supervises and directs the daily work of IT support personnel and drives the implementation of IT strategy. The IT Support Manager ensures that technology aligns with business objectives, by delivering superior execution, scalability, and security across the organization. The IT Support Manager plays a pivotal role in understanding and supporting a positive employee experience through applicable use of technological resources.

ESSENTIAL RESPONSIBILITIES:

• Lead and execute IT strategy to ensure systems and services align with business objectives
• Evaluate, optimize, and enhance existing systems to improve performance, scalability, and cost efficiency
• Oversee IT business management functions, including budget, policy implementation, and strategic planning to maximize operational value
• Ensure successful delivery of IT projects by proactively managing scope, timelines, and budget
• Provide oversight and analysis of the company’s investment in technology to ensure responsible use of resources and business need
• Manage relationships with technology vendors and contractors
• Support seamless technology integration during organizational growth to enable efficient onboarding and system alignment
• Lead and develop IT support staff by allocating resources to meet support demands
• Serve as a technical and operational resource for the IT team, providing guidance, mentorship, and performance support
• Contribute to the development, maintenance, and execution of disaster recovery, business continuity, and cybersecurity plans
• Oversee and coordinate activities of Managed Service Providers (MSP)
• Manage relationship with the MSP responsible for Level 1 IT support
• Define and monitor service expectations, escalation paths, and operational workflows
• Monitor performance metrics against service levels (SLAs) and ensure accountability from MSP for results
• Lead regular operational reviews with MSP to drive continuous improvement
• Identify service or performance issues requiring escalation and recommend corrective actions for resolution
• Perform other duties as assigned

CORE LEADERSHIP EXPECTATIONS:

• Strategic Development:
  • Be a champion of the company's overall culture and commitment to patient care.
  • Align strategic goals and resources to maximize profitability.
  • Identify competitors, expansion opportunities, customers, markets, and new industry developments and standards.
  • Drive organizational innovation and change.
  • Collaborate across the organization to identify needs and develop scalable solutions.
  • Work on integration and post-acquisition teams as needed.
• Performance Management:
  • Drive operational excellence to achieve the organization’s financial goals.
  • Manage the company's finances, identifying ways to increase revenue and decrease costs, analyzing financial reports, and preparing operating budgets.
  • Deploy data and research to drive business objectives.
  • Manage the daily operations and revenue generation of the company and ensure its continual growth.
  • Maintain compliance with the organization’s policies and applicable regulatory guidelines.
• Staff Development:
  • Build and lead creative, collaborative teams; develop people; and link performance to overall business objectives.
  • Guide and evaluate the work of other employees, including peers, to ensure a healthy working environment.
  • Proactively recruit, hire, train, motivate and retain current and future leaders.

EDUCATION, EXPERIENCE, AND CERTIFICATION:

• Bachelor’s degree in information technology, computer science or related degree required
• 7+ years of experience in information technology or an IT-related field required
• 3+ years of experience in leading IT support teams required
• Prior technical employee and service management experience is preferred
• Experience working with healthcare facilities preferred
• Advanced experience in IT networking and operation system support is preferred

COMPETENCIES:

• Strategic Relationship Management
• Interpersonal Communication Skills
• Leadership & Influence Skills
• Cross-Functional Collaboration
• Process Improvement
• Problem Solving Skills
• Accountability
• Project & Time Management
• G…