IT Support Operations Manager

2 weeks ago


Addison, Texas, United States HealthMark Group Full time
COMPANY: HealthMark Group is a prominent provider of healthcare release of information solutions, committed to enhancing and facilitating the exchange of medical data among healthcare providers, payers, and patients. We enable healthcare organizations to securely and effectively manage the transfer of health information, ensuring adherence to regulatory standards while upholding the highest levels of privacy and security.

LOCATION: Addison and Las Colinas, Texas

POSITION: IT Support Operations Manager

The primary objective of this role is to oversee the IT Support team responsible for the daily management of the Corporate Information Technology systems and infrastructure. This position entails supervising the team that delivers first-level support through the company help desk and provides access assistance for the HR and management teams. This role is crucial in managing computer systems for the organization and offering support to users of these systems, whether they are internal staff or external customers accessing the systems online.

KEY RESPONSIBILITIES:
  • Direct the internal IT support team in daily IT operations, equipment procurement & provisioning, user access management, endpoint maintenance, and contributing to the overall enhancement of our Corporate IT framework.
  • Oversee new hire onboarding/offboarding processes for IT-managed equipment, software, and access.
  • Manage help desk inquiries and support routine maintenance tasks, ensuring compliance with response and resolution SLAs.
  • Escalate issues as necessary to the security and/or systems administration teams.
  • Monitor and maintain the organization’s corporate computer systems and networks.
  • Install and configure computer systems, troubleshoot hardware and software issues, and resolve technical and application problems, either remotely or in person.
  • Install, configure, and troubleshoot software VPN connections on end-user devices.
  • Oversee the upgrade and patching of corporate computer systems and components in line with our patching policy.
  • Manage the inventory of Corporate IT infrastructure, licenses, and the replacement of out-of-warranty equipment.
  • Create and update manuals and documentation within our Knowledgebase.
  • Establish and monitor key metrics of IT Corporate Infrastructure.
  • Provide guidance, mentorship, and professional development opportunities to team members, fostering their growth and success.
  • Evaluate the performance of individual IT Support staff.
REQUIRED EXPERIENCE AND QUALIFICATIONS:
  • 3-5+ years of experience in IT Support.
  • Must be present in the office five days a week.
  • Advanced knowledge of Windows, Windows Server, and MS365 administration, including SharePoint, Teams, Exchange, Azure Active Directory, and Microsoft Endpoint Manager.
  • Experience in establishing and tracking key metrics of IT Corporate Infrastructure.
  • Exceptional customer service skills with a problem-solving mindset.
  • Ability to manage multiple projects simultaneously while maintaining high customer service standards.
  • Proven capability in troubleshooting a wide range of technical issues.
  • Task-oriented and organized, with experience managing a ticket queue and the ability to prioritize effectively.
  • Team management skills, demonstrating a collaborative and productive approach.
  • Strong attention to detail and organizational abilities.
  • Positive attitude and willingness to support team initiatives.
  • Excellent oral and written communication skills.
ADDITIONAL PREFERRED EXPERIENCE:
  • Experience in technical writing for documentation or instructional purposes.
  • Hardware and software certifications such as A+ and Microsoft Windows.
Note: This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.

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