Overview

The IT Operations Manager oversees the administration and management of the PHC network infrastructure, server functionality, and telecommunication (VoIP) systems. The IT Operations Manager is required to manage, prioritize, and coordinate workloads and efforts across IT network operations. In collaboration with the Director of Network Operations, the IT Operations Manager provides training to the IT Operations staff on key areas of network, server management, and VoIP systems so they can act as a backup in an emergency.

The IT Operations Manager is responsible for establishing, prioritizing, and supervising varied tasks as it applies to the network infrastructure, servers, and VoIP systems. Responsible for the review and architecture of emerging and innovative technologies. Develops policy and procedures for various IT infrastructure operational procedures and maintain them. Practices systems change management procedures. Works with IT Operations and other IT staff to resolve server/network/application problems on a priority basis.

Responsibilities

• Information Technology Network Infrastructure, Servers, and Telecommunications (VoIP) Duties:
  • Takes ownership of end user and external third-party issues reported to team members and ensures problems are resolved.
  • Proactive in communication to end users and IT System Administrators as issues arise, ensuring prompt and accurate feedback.
  • Oversees administration of the PHC Network Infrastructure, Servers, and VoIP systems.
  • Management of IT System Administrators responsible for Network Infrastructure, Servers, VoIP systems, projects, and installations.
  • Manages team resources to ensure problem and incident management SLAs are achieved, and end user expectations are met (or exceeded).
  • Ensures business-critical IT tasks, maintenance, and systems administration are executed according to IT best practices and policy.
  • Nurtures dependable IT infrastructure and networking that’s always up and running.
  • Manages contracts with vendors (e.g., development platforms, telecommunication companies, password managers) and software licenses.
  • Controls costs and budgets regarding IT systems.
  • Resolves issues escalated by technicians and IT System Administrators.
  • Maintains internal infrastructure requirements including servers, routers, switches, firewalls, printers, phones, support internet, intranet, LANs, WANs, and network segments.
  • Assesses system performance and recommends improvements.
  • Performs routine/scheduled audits of IT systems.
  • Builds and manages service relationships with departments and technology vendors.
  • Works with Director of Network Operations to specify systems, processes, and methodologies to ensure effective monitoring, control, and support of PHC’s Network Infrastructure, Servers, and VoIP systems.
  • Works with the Information Security team to ensure security compliance, conduct testing/audits, and implement security best practices.
  • Works with the Security Analyst to ensure reports are provided per an agreed schedule (or on request), including management and account performance reports.
  • Helps develop and facilitate workshops and training courses for IT System Administrators.
• Network Infrastructure, Server, and VoIP Lead:
  • Provides leadership for the planning, design, and implementation of the IT Network Infrastructure, Servers, and VoIP systems.
  • Manages staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance.
  • Works with the Director of Network Operations to assist and advise in development and setting up of long-term plans of the IT Network Infrastructure, Servers, and VoIP systems.
  • Leads remediation efforts for gaps in networking, IT infrastructure, and VoIP systems.
  • Evaluates new technologies for usefulness within the business.
  • Defines best practices and standards for how the IT Network Infrastructure, Servers, and VoIP systems will execute work.
  • Identifies new solutions and services for the IT System Administrators that align with business objectives and performance metrics.
  • Contributes to the project planning of hardware and software procurement process.
  • Leads the planning and organization of the deployment of new systems.
  • Provides subject matter expertise in resolving incidents and problems.
  • Leads and trains IT System Administrators (IT Network Infrastructure, Servers, and VoIP systems).
  • Creates technical and operational management documentation and updates, including but not limited to, Visio environment diagrams, functional and technical requirements, process flows, and guidelines.

Secondary Duties and Responsibilities

• Must carry a mobile phone and be available 24/7 to assist in troubleshooting problems.
• Performs other assigned or needed activities required to assure success of the Infrastructure, Service Delivery, and A/V functions of the IT Department.
• Other duties as assigned.

Qualifications

Education and Experience

Bachelor’s Degree in Computer Science or Business related field; or equivalent experience. Minimum six (6) years of the following: Virtualization, Desktop, Networking, Storage, and Windows Server Administration experience. IT experience in healthcare, managed care, or practice management a plus. Prior service delivery, resource management, and/or project management experience required. Minimum four (4) years of experience designing, implementing, administering, and supporting enterprise level VDI/Network/Storage/Server systems. Experience managing, administering, and or supporting the following technologies preferred – PureStorage, Cisco Networking, VMWare, Citrix Xen, Cisco UC Servers, Nutanix, and Rubrik. Minimum three (3) years of experience supervising infrastructure support resources and/or infrastructure Management.

Special Skills, Licenses and Certifications

Lead/Engineer level knowledge on Server, Networking, Storage, or Virtualization Infrastructure is required.

Candidate must have strong communications skills and must be a team player, willing to work on an on-call basis to accommodate production environment demands. Willing to lead and mentor more junior staff members, and take direction on projects from Director of IT/Network Operations.

Performance Based Competencies

Ability to quickly acquire in-depth knowledge of software and managed care issues. Ability to self-manage and develop timelines for projects required. Ability to work effectively with members and employees at all levels in the organization. Ability to maintain complete confidentiality of member, employee, and Health Plan information. Strong written and oral communication skills with ability to interpret and understand technical requirements. Excellent analytical skills to troubleshoot and resolve systems problems.

Work Environment And Physical Demands

More than 80% of work time is spent in front of a computer monitor. May be required to lift, carry, or move equipment of varying size, weighing up to 50 lbs. May be required to bend, stoop, kneel, crawl, or work in other non-standing and non-sitting positions to install cabling, systems hardware, and other related equipment.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE:

$136,296.78 - $177,185.82

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.