Location: Boston,MA, USA
Title: Information technology (IT) Support Manager
Reports to: VP, Information Technology
Classification: Manager
Location: Fenway Health
Job description revision number and date: V 3.0; 11.4.2024
Organization Summary:
Community Care Cooperative (C3) is a 501(c)(3) non-profit, Accountable Care Organization (ACO) governed by Federally Qualified Health Centers (FQHCs). Our mission is to leverage the collective strengths of FQHCs to improve the health and wellness of the people we serve. We are a fast-growing organization founded in 2016 with 9 health centers and now serving hundreds of thousands of beneficiaries who receive primary care at health centers and independent practices across Massachusetts. We are an innovative organization developing new partnerships and programs to improve the health of members and communities, and to strengthen our health center partners.
Job Summary:
The Information Technology (IT) Support Manager will oversee daily IT operations and support activities onsite at Fenway Health, managing a team of three helpdesk technicians. This role is crucial for ensuring the smooth operation of IT systems, assisting staff with technical issues, and enhancing patient care through technology.
Responsibilities:
* Tactical:
o Oversee IT service requests, ensuring all issues are routed to the appropriate team members and completed on time
o Monitor IT systems and applications to ensure they are functioning properly, coordinating with external support vendors for updates and maintenance
o Respond promptly to IT incidents and outages to minimize downtime and business impact
* Communication:
o Function as the primary liaison between the IT team and other departments
o Train IT staff to convey complex technical information clearly and concisely
o Ensure IT staff provide regular status updates, confirm the resolution of issues, and follow up to ensure problems are fully resolved
o Provide updates on the status, potential risks, and progress of IT initiatives to higher management and all stakeholders involved
o Manage relationships with internal stakeholders and IT vendors to ensure an understanding of the organization's IT needs
* Daily Operations:
o Manage and mentor a team of three helpdesk technicians to provide timely support to employees experiencing technical issues
o Maintain standard procedures for handling user accounts, permissions, and access controls to ensure security and compliance
o Oversee the procurement, installation, and maintenance of hardware and software
o Liaise and coordinate work performed by the managed service provider overseeing network engineering and network security
Required Skills:
* Strong knowledge of Azure, Active Directory, and EMR systems concepts, including account management, group policy, security, and authentication protocol; Epic EMR is a plus
* Familiarity with HIPAA regulations and ability to maintain compliance in all IT activities.
* Strong problem-solving skills and ability to troubleshoot technical issues
* Excellent written and verbal communication skills
* Strong team building skills
Desired Other Skills:
* Ability to work collaboratively across the organization
* Familiarity with Federally Qualified Health Centers
* Experience working in a provider organization
* Experience with anti-racism activities, and/or lived experience with racism is highly preferred
Qualifications:
* Bachelor's degree in Information Technology, Computer Science, or a related field
* Minimum of 4 years of experience in IT support, with at least 2 years in a supervisory or managerial role
In compliance with Covid-19 Infection Control practices per Mass.gov recommendations, we require all employees to be vaccinated consistent with applicable law.