IT Manager

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 100,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you.

Overview and Purpose:

The IT Manager is responsible overseeing the IT Service Center, providing level one and two support to IT customers as defined by leadership. This includes managing a single point of contact for workstation repairs, password resets, and additional IT services. Leads and overseas IT service team, including service desk/helpdesk and workstation support staff, ensuring adherence to industry best practices. Manages the selection, implementation, and maintenance of service desk software and tools, while developing and refining processes and procedures. Oversee incident detection, recording, and resolution by service center agents, and negotiate service level agreements with IT customers. Establishes and reports on key performance indicators to measure and improve response times and customer satisfaction. Manage changes to IT service standards, workflows, and processes through formal change management protocols. Cultivates business relationships with IT customers, optimizing service quality and efficiency. Prioritizes and allocates resources to service center initiatives and ensures the team maintains technical and professional certifications. Makes funding allocation recommendations within department and organizational guidelines.

Responsibilities

• Overseeing IT Infrastructure: Ensure the organization's network, hardware, software, and other IT systems are running smoothly, secure, and up to date.
• Team Leadership and Management: Supervise and support IT staff, providing guidance, training, and performance evaluations. Also responsible for hiring, onboarding, and setting clear roles for each team member.
• Problem Resolution and Support: Act as a point of escalation for complex IT issues, ensuring quick resolution and minimizing downtime for clinical and business operations.
• Service Delivery Management: Manage the delivery of IT services to ensure customer satisfaction. This includes overseeing service level agreements (SLAs), response times, and the quality of IT support provided.
• Continuous Improvement: Identify opportunities for improving IT processes and service delivery, implementing new technologies or solutions that can enhance service efficiency and productivity.
• Collaboration with Other Departments: Work closely with other departments to understand their IT needs and ensure technology solutions align with the overall goals of the service and support.
• System Configuration & Troubleshooting: Manage the configuration and support of healthcare applications and hardware. Troubleshoot technical issues related to software, hardware, and network performance, ensuring minimal downtime for all operations.
• Security & Compliance: Implement and enforce technical security measures to protect sensitive healthcare data, ensuring compliance with HIPAA, HITECH, and other regulatory frameworks. Monitor for vulnerabilities, manage firewalls, and oversee encryption protocols.
• Technical Project Management: Plan and execute technical projects such as system upgrades, software deployments, or the integration of new technologies. Coordinate with clinical and administrative staff to ensure that technical solutions align with operational needs.
• Vendor and Stakeholder Collaboration: Manage relationships with third-party vendors and service providers for technical equipment and software solutions. Ensure service-level agreements (SLAs) are met and that all technical solutions are fully supported and scalable.
• Data Backup & Disaster Recovery: Ensure robust data backup, disaster recovery, and business continuity plans are in place and regularly tested. Oversee the implementation of automated backups, ensuring that healthcare data is recoverable in case of failure.
• System Performance Monitoring & Reporting: Continuously monitor the performance of IT systems and networks, analyzing performance data to proactively address potential issues. Provide regular reports on system health, performance, and ongoing improvements to leadership.
  
  

Qualifications

Education/Experience

• Bachelor’s degree, information systems, computer science or related healthcare/IT field required
• 5 -7 years Management experience or 7 -10 years Information Technology experience required
• 5 years related IT Customer service experience preferred
  
  

Additional Qualifications(Knowledge, Skills And Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner
• Ability to work under pressure and be flexible with changing site needs. Can work with people of all social and ethnic backgrounds and maintain confidentiality. Able to train and manage staff in a collaborative manner
  
  

Physical Requirements

• Ability to lift/carry 20 lbs/weight
• Ability to stand for long periods of time
  
  

Neighborhood Healthcare offers a generous benefit plan that includes: Partially company paid Medical, Dental, and Vision Plans. Two plus weeks of vacation, Nine Holidays including two Floating Holidays of your choosing, Sick/Personal time, Volunteer Time Off (VTO), 403b Retirement plan (similar to a 401k), optional Health and Wellness events, and much more!

Pay range: $124,100 - $191,000 annually, depending on experience

Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.