About the Role:

The Manager IT Service Delivery & Microsoft 365 leads the day-to-day technology support experience for Palmetto Infusion and owns the administration of the organization's Microsoft 365 and identity ecosystem. The Manager supervises the Help Desk team, sets and monitors service level expectations for ticket response and resolution, and owns employee onboarding, offboarding, and device lifecycle management. The Manager administers Entra ID, Intune, SharePoint Online, and Microsoft Copilot, along with the supporting server and infrastructure environment.

Schedule: Monday - Friday; 8:00 AM - 5:00 PM

Minimum Qualifications:

Experience/Education:

• 5 years of progressive information technology experience, including Microsoft 365, Windows Server administration supervising, leading, or serving as team lead for a help desk or IT support team
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• Proficient at partner programs (i.e.: MS Outlook, Word, Excel).
• Ability to cope with ambiguous, changing environment while under pressure in a calm
• Must be able to work as a team member and develop productive and cooperative working relationships with all members of the Palmetto Infusion team.

Essential Functions:

• Supervise the Help Desk team, including scheduling, coverage, workload balancing, coaching, and performance management.
• Own the ticketing system and service desk processes; establish, publish, and monitor service level targets for response and resolution, and report performance to IT leadership.
• Serve as the escalation point for complex or high-impact incidents affecting clinical or administrative operations, and drive them to resolution.
• Analyze ticket trends to identify root causes, eliminate recurring issues, and reduce overall support volume.
• Develop and maintain end-user documentation, knowledge base articles, and self-service resources.
• Champion the end-user experience across all sites, including clinics, administrative offices, and remote staff.
• Administer the Microsoft 365 tenant, including Intune, SharePoint Online, OneDrive for Business, and Microsoft Copilot.
• Manage identity and access through Entra ID, including user provisioning, groups, licensing, multi-factor authentication, conditional access, and role-based access control aligned to least-privilege principles.
• Govern SharePoint and Teams structure, permissions, external sharing, and lifecycle to keep collaboration organized and secure.
• Own employee onboarding and offboarding from an IT perspective, ensuring accurate, timely access provisioning and prompt access removal.
• Manage the device lifecycle end to end, including procurement, imaging, deployment, inventory, refresh, and secure disposal.
• Administer Microsoft Intune for device enrollment, configuration profiles, compliance policies, application deployment, and patching of endpoints.
• Maintain accurate asset and software license inventory and support related renewals and true-ups.

About the Benefits:

• Competitive Compensation
• Comprehensive Medical Insurance
• Dental and Vision Insurance
• Company Life Insurance
• Voluntary Life and Disability Insurance
• Additional Voluntary Supplemental Plans
• Flexible Spending Account (Medical and Dependent Care)
• Health Savings Account
• 401K Retirement Plan
• Employee Assistance Program (EAP)
• Employee Discounts
• Ramsey SmartDollar Program
• Referral Program
• Tuition Assistance
• Paid Time Off
• 8 Paid Company Holidays

Patient Advocacy Statement:

At Palmetto Infusion, we believe that patient advocacy is at the heart of everything we do, regardless of our roles within the organization. Each member of our team is dedicated to putting the needs and well-being of our patients first. Whether we're working directly with patients or supporting them behind the scenes, our commitment to being a compassionate advocate is paramount. We understand that every interaction, every decision, and every effort contribute to the quality of care our patients receive.

Together, we strive to ensure that every individual feels heard, supported, and empowered throughout their healthcare journey. This dedication to patient-centered care is what creates "The Palmetto Experience" - a standard of excellence that defines us and enriches the lives of those we serve.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee may be required to frequently stand, walk, sit, bend, twist, talk and hear. There may be prolonged periods of sitting, keyboarding, reading, as well as driving or riding in transport vehicles. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include reading, distance, computer, and color vision. Talking and hearing are essential to communicate with patients, vendors, and staff.

OTHER

All employees must uphold the confidentiality of protected health information and follow all HIPAA policies. This position has access to sensitive information and a breach of information may be grounds for immediate termination.

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