The IT Manager provides day-to-day leadership and operational oversight for Mosaic Community Health's technology infrastructure and Service Desk functions. The role ensures reliable, secure, responsive, and effective technology services that support clinical, administrative, and operational needs across the organization. Working within the strategic direction established by the Chief Information Officer, the IT Manager leads assigned staff, coordinates infrastructure and Service Desk operations, supports cybersecurity and compliance activities, manages vendors and technical resources, and supports enterprise initiatives and organizational change.
Infrastructure Management- Manages the day-to-day operation, reliability, performance, and support of IT infrastructure, including servers, networks, storage, cloud services, endpoints, and related technologies.
- Ensures infrastructure is monitored, maintained, patched, documented, and supported; coordinates upgrades, lifecycle planning, capacity needs, and remediation of operational issues.
- Manages cloud-based services and integrations and recommends infrastructure improvements, investments, standards, and emerging technology needs.
Service Desk and Service Delivery- Provides operational oversight of the Service Desk and ensures responsive, consistent, and customer-focused technology support across Mosaic Community Health.
- Partners with the Service Desk Lead to establish priorities, manage workload and escalations, improve workflows, and maintain appropriate service standards.
- Monitors service performance and identifies opportunities to improve self-service, knowledge management, automation, standardization, and support processes.
Cybersecurity, Compliance and Resilience- Supports implementation and ongoing operation of cybersecurity controls within Infrastructure and Service Desk functions in accordance with organizational policies and standards.
- Ensures systems within the team's responsibility are appropriately patched, configured, monitored, and maintained; coordinates vulnerability remediation and participates in security incident response.
- Supports compliance with applicable healthcare, privacy, security, and technology requirements, including HIPAA, HITECH, NIST-based practices, audits, assessments, and remediation activities.
- Coordinates infrastructure disaster recovery procedures and testing and participates in business continuity planning.
Team Leadership and Collaboration- Provides day-to-day leadership and supervision for Infrastructure and Service Desk staff, including work priorities, coaching and development, performance feedback, workload management, cross-training, and accountability for established goals and service expectations.
- Manages staff performance and development, identifies staffing and resource needs, and promotes teamwork, knowledge sharing, communication, and continuous improvement.
- Collaborates with clinical, administrative, and operational departments to understand technology needs, coordinate service delivery, and communicate technical issues in clear business terms.
- Communicates significant technology risks, resource constraints, and recommendations to the Chief Information Officer.
Enterprise Initiatives, Vendors and Change- Coordinates Infrastructure and Service Desk participation in enterprise initiatives, including resources, technical dependencies, operational readiness, documentation, training, and transition to ongoing support.
- Manages assigned technology projects and workstreams, including milestones, resources, risks, issues, vendors, and stakeholder communication.
- Coordinates assigned technology vendors and consultants, monitors service delivery and escalations, and participates in evaluations, renewals, and selection activities.
- Supports organizational change and the responsible use of automation, AI-enabled capabilities, and emerging technologies to improve service quality and operational efficiency.
Operational Performance- Establishes and monitors appropriate Infrastructure and Service Desk measures, including service levels, ticket backlog and aging, resolution trends, infrastructure availability, security remediation, project milestones, and other agreed key performance indicators.
Work Experience: Minimum of five (5) years of progressively responsible experience in information technology, including IT infrastructure, operations, service delivery, or related areas. Demonstrated experience leading technical staff, coordinating technology services, and delivering projects or significant technology initiatives. Healthcare experience preferred.
Education, Certification and Licensure:Bachelor's degree in Computer Science, Information Technology, Business, or a related field preferred, or an equivalent combination of education and relevant experience. Relevant technical, IT service management, project management, cybersecurity, or leadership certifications are desirable.
Skills & Knowledge:- Working knowledge of enterprise infrastructure technologies, including networking, servers, virtualization, cloud services, endpoints, identity and access management, and related technologies.
- Understanding of IT service management and Service Desk operations, including incident, request, problem, escalation, and knowledge-management practices.
- Working knowledge of cybersecurity principles, controls, tools, and operational best practices, with an understanding of healthcare privacy, security, and compliance requirements.
- Demonstrated ability to lead technical professionals, establish priorities, provide feedback, coordinate vendors and projects, and hold teams accountable for results.
- Ability to use operational measures and key performance indicators to identify trends, exceptions, risks, and improvement opportunities.
- Strong problem-solving, decision-making, communication, and interpersonal skills, including the ability to explain technical issues and recommendations to non-technical stakeholders.
- Ability to manage multiple priorities in a changing technology environment while maintaining reliable day-to-day service.
