Manager, IT Field Operations

Role Summary:

Manager, IT Field Operationswill report to OneOncology’s Sr. Manager, IT Field Operations.As part ofOneOncology’stechnical support team, this role will act as an IT team leader for apartnerpractice ofOneOncology. The Manager, IT Field Operations, is tasked with assuring excellent IT service while being customer-facing and mustdemonstrateunparalleled customer service. The Manager, IT Operations will lead the local IT department and projects in partnership with theOneOncologycentral IT services team. The role willbe responsible fortraining, supporting, and leading the IT team supporting one of our partnered practices. This role willrepresenttheOneOncologyIT team and interface with practice stakeholders to ensure that IT service delivery to the practice is constantly developing and improving.

This is a full-time position requiringon-site presence at various New Jersey locations depending on daily work assignments and projects.

Responsibilities:

• Acts as a liaison between practice stakeholders andOneOncologytechnical support teams.

• Participates intimelycommunication 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 andresolvesrequests forassistancewith computer systems and provides superior customer support (“white glove”) experiences for users.

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

• Provide feedback and updates to practice leadership and otherappropriate teammatesfrom start through resolution of practice-wide technology issues and projects.

• Ensures service support processes, procedures, SLA’s, performancemetricsand 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.

• Additionalresponsibilitiesasassigned to help drive our mission of improving the lives of everyone living with cancer.

Requiredor PreferredQualifications:

• 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

EssentialCompetencies:

• Strong communicationskills, 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 theOneOncologyIT and service desk team.

• Experience as a technical leader providing proven solutions. Experience in healthcarea 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,networkand 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,managementand 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 withPowershelland/or other scripting/automation techniques is preferred.

• Attendance is an essential job function.

Salary range:

$80K-$100K

This job description does notcontaina full listing of activities,dutiesor responsibilities requiredofthis role. Duties,responsibilitiesand activities may change, or new ones may be assigned at any time with or without notice.