The Manager, IT Field Operations will report to OneOncology’s Sr. Manager, IT Field Operations. As part of OneOncology’s technical support team, this role will act as an IT team leader for a partner practice of OneOncology. The Manager, IT Field Operations, is tasked with assuring excellent IT service while being customer-facing and must demonstrate unparalleled customer service. The Manager, IT Operations will lead the local IT department and projects in partnership with the OneOncology central IT services team. The role will be responsible for training, supporting, and leading the IT team supporting one of our partnered practices. This role will represent the OneOncology IT team and interface with practice stakeholders to ensure that IT service delivery to the practice is constantly developing and improving. This role is primarily on-site, located in Dallas/Fort Worth, TX metro area.

Responsibilities

• Acts as a liaison between practice stakeholders and OneOncology technical support teams.

• Participates in timely communication and tracking when emergency or escalated issues arise.

• Leads and oversees technical projects in alignment with practice goals.

• Leads day-to-day components of IT support for the practice. This includes, but is not limited to, technical customer service, resolving escalated tickets, and other items related to practice IT operations and projects.

• Responds to and resolves requests for assistance with computer systems and provides superior customer support (“white glove”) experiences for users.

• Leads efforts to improve practice IT department processes and procedures in partnership with central service delivery team.

• Provide feedback and updates to practice leadership and other appropriate teammates from start through resolution of practice-wide technology issues and projects.

• Ensures service support processes, procedures, SLA’s, performance metrics and service quality align with central service team core processes.

• Coordinated with Director, IT Practice strategy to research, evaluate, recommend, and implement technology solutions.

• Serves as an extension of our IT technical project team for clinical technology projects, including but not limited to opening of new clinic locations, etc.

• Other duties as assigned to help drive our mission of improving the lives of everyone living with cancer.

Key Competencies

• Strong communication skills, including the ability to communicate effectively in both written and verbal forms with all levels of practice employees and stakeholders, as well as peers and leadership within the OneOncology IT and service desk team.

• Experience as a technical leader providing proven solutions. Experience in healthcare a plus.

• An understanding of HIPAA or similar regulatory and security/privacy frameworks.

• An ability to think critically about systems and adjust as needed.

• Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process

• An ability to recognize service gaps and fill in as a utility player as necessary to complete work and resolve issues

• Strong knowledge of hardware, software, and network

• High level understanding of computer systems, telecommunications systems, security, network and systems administration

• Strong knowledge of practice management principles

• Excellent leadership and decision-making skills

• Strong technical ability with working knowledge of MS Servers, SANs, Network Infrastructure

• Able to successfully multitask and prioritize service issues while working under pressure

• Strong knowledge of:

• Active Directory user and group maintenance tasks

• Group Policy design, management and troubleshooting

• Virtual Environment Management, M365 management and administration, an understanding of various Microsoft Server and related products (VMWare, Remote Desktop Services, etc.)

• VOIP phone systems (Zoom Phone experience a plus)

• Experience with Powershell and/or other scripting/automation techniques is preferred.

Qualifications

• Bachelor’s degree in information systems or healthcare related field is preferred

• –At least 5 years of progressively responsible work experience in technology support

• 3+ years in IT leadership/management

• Healthcare related experience a plus

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