Manager, IT Field Operations
On-siteJacksonville, Florida, United States
Job Summary
Lead the local IT department and oversee technical projects for a partnered practice, acting as the primary liaison between practice stakeholders and OneOncology's central technical support teams. Manage day-to-day IT support operations, including resolving escalated tickets, providing superior customer service for computer systems, and ensuring service processes, SLAs, and performance metrics align with core team standards. Drive continuous improvement by leading efforts to enhance departmental procedures, analyzing incidents to remove inefficiencies, and collaborating with central services to implement technology solutions for new clinic locations. Represent OneOncology's mission to improve lives through patient-centric, physician-driven care while maintaining full-time onsite attendance in Jacksonville, FL.
Required Qualifications
- A high school diploma or GED
- At least 5 years of progressively responsible work experience in technology support
- 3+ years in IT leadership/management
- 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
- 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
- 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.)
- Experience with Powershell and/or other scripting/automation techniques
- Attendance is an essential job function
Desired Qualifications
- Bachelor's degree in information systems or healthcare related field
- Healthcare related experience
- An understanding of HIPAA or similar regulatory and security/privacy frameworks
- VOIP phone systems (Zoom Phone experience a plus)
- Strong knowledge of: Active Directory user and group maintenance tasks
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