Description

Position Summary

The IT Manager, Enterprise Systems leads the day-to-day operations and support of enterprise applications and platforms critical to clinical and business functions. This role is responsible for operational oversight, ticket escalation management, resource and workload planning, staff development, and vendor management.

This position requires prior hands-on experience in healthcare IT and deep familiarity supporting systems that store, transmit, and process Protected Health Information (PHI). The manager oversees a team supporting clinical applications, Microsoft 365 collaboration tools, and back-end platforms used by Finance and Accounting. The role partners closely with clinical operations, compliance, revenue cycle, and security teams to ensure technology enables safe, efficient, and compliant patient care.

Primary Responsibilities

Operations & Ticket Escalations

• Own day-to-day operations for enterprise systems and ensure consistent, high-quality service delivery.
• Manage ticket escalations, including triage, prioritization, root-cause analysis, and communication to stakeholders.
• Establish and monitor SLAs, escalation paths, and on-call/after-hours support processes as needed.
• Drive incident and problem management practices to reduce recurring issues and improve system stability.
• Maintain documentation, runbooks, and knowledge articles to support the Service Desk and end users.

Resource Management & Team Leadership

• Lead, coach, and develop a team responsible for enterprise systems support and administration.
• Manage staffing, scheduling, workload distribution, and coverage plans to ensure service continuity.
• Provide performance management, mentoring, training plans, and career development for team members.
• Foster a culture of accountability, customer service, and continuous improvement.

Vendor & Stakeholder Management

• Manage relationships with system vendors, including support cases, renewals, contracts, and escalations.
• Coordinate vendor-led implementations, upgrades, patches, and maintenance activities.
• Partner with clinical operations, compliance, revenue cycle, finance/accounting, and security teams to align technology with operational needs and regulatory requirements.
• Communicate system status, risks, and remediation plans to leadership and business stakeholders.

Enterprise Systems Oversight

• Oversee support for clinical applications and workflows (EHR/PM/clinical imaging or related systems as applicable).
• Support and administer Microsoft 365 collaboration tools (e.g., Exchange/Outlook, Teams, SharePoint, OneDrive) and related governance.
• Ensure stable operation of back-end platforms supporting Finance and Accounting (e.g., ERP, payroll, AP/AR, reporting).
• Participate in system access controls and data governance practices related to PHI.
• Support audits, compliance requests, and security initiatives related to healthcare systems (HIPAA-aligned processes).

Required Qualifications

• 5+ years of progressive IT experience, including enterprise systems/application support.
• 2+ years of people management experience (direct leadership of IT staff).
• Prior hands-on healthcare IT experience, including support of systems involving PHI.
• Strong understanding of incident, problem, and change management practices.
• Demonstrated experience managing vendors and third-party support relationships.
• Excellent communication, prioritization, and stakeholder management skills.

Preferred Qualifications

• Experience supporting clinical applications (EHR/PM or comparable clinical systems).
• Microsoft 365 administration experience (Teams, Exchange, SharePoint/OneDrive governance).
• Familiarity with HIPAA, security controls, and audit support related to healthcare IT.
• Experience supporting finance/accounting enterprise platforms (ERP, payroll, revenue cycle tools).
• ITIL certification or strong working knowledge of ITIL practices.

Key Competencies

• Customer-focused service mindset
• Calm, decisive escalation leadership
• Strong analytical and troubleshooting skills
• Team development and coaching
• Process improvement and documentation discipline
• Cross-functional collaboration in regulated environments