IT TECHNOLOGY SUPPORT MANAGER in Lorain, Ohio at Lorain County Health & Dentistry
Job Description
Location: Onsite
Status: Full-time, Monday-Friday 8:30am - 5:00pm
PRIMARY PURPOSE
The IT / Technology Support Manager is responsible for the overall management, coordination, and operational effectiveness of technology services across Lorain County Health & Dentistry. This position provides leadership for the organization's technology support functions, supervises technology support staff, coordinates activities with the Managed Service Provider (MSP), and ensures the reliable, secure, and efficient operation of information systems that support patient care and business operations.
Unlike the Systems & Security Support Associate, which focuses on direct technical support and operational security activities, and the NextGen Support Specialist, which focuses on Electronic Health Record (EHR) administration and optimization, the IT / Technology Support Manager provides departmental leadership, strategic oversight, project coordination, staff supervision, vendor management, budgeting support, and technology governance for the organization.
ESSENTIAL FUNCTIONS
Leadership and Department Management
- Supervise, coach, and evaluate the performance of the Systems & Security Support Associate and NextGen Support Specialist.
- Establish departmental goals, priorities, and performance expectations.
- Coordinate workload assignments and ensure timely completion of help desk requests, system projects, and support activities.
- Develop and maintain technology-related policies, procedures, and standards.
- Serve as the primary technology advisor to organizational leadership.
- Participate in strategic planning and technology initiatives that support organizational objectives.
- Promote exceptional customer service and responsiveness throughout the technology department.
Technology Operations Oversight
- Oversee daily technology support operations across all LCH&D locations.
- Monitor service levels and ensure timely resolution of technology-related incidents.
- Ensure effective deployment, maintenance, and replacement of hardware and software assets.
- Oversee user account administration, access management, equipment inventories, and technology lifecycle management.
- Monitor system performance and operational reliability through coordination with internal staff and the MSP.
- Ensure business continuity through effective technology planning and support processes.
Vendor and Managed Service Provider Management
- Serve as the primary liaison between LCH&D and external technology vendors.
- Coordinate activities with the MSP related to infrastructure, cybersecurity, servers, cloud services, backups, and advanced technical support.
- Escalate and monitor complex technology issues through resolution.
- Evaluate vendor performance and service delivery.
- Assist leadership in evaluating technology solutions, contracts, and service agreements.
Technology Projects and Implementation
- Lead and coordinate technology implementation projects.
- Assist departments with evaluating technology needs and operational improvements.
- Coordinate upgrades, deployments, migrations, and technology initiatives.
- Ensure projects are completed on time and within budget.
- Support implementation and optimization of organizational technology systems.
Cybersecurity, Compliance, and Risk Management
- Oversee cybersecurity awareness efforts and security-related initiatives.
- Ensure compliance with HIPAA Security Rule requirements and organizational security standards.
- Coordinate security risk assessments, audits, remediation activities, and compliance reporting.
- Collaborate with the Systems & Security Support Associate regarding access control, security awareness training, and security monitoring activities.
- Coordinate incident response and remediation efforts with the MSP and organizational leadership.
Electronic Health Record (EHR) Coordination
- Provide oversight for EHR support operations performed by the NextGen Support Specialist.
- Partner with clinical and operational leadership to prioritize technology and EHR enhancement initiatives.
- Coordinate resolution of complex EHR-related issues involving vendors and support partners.
- Support EHR optimization, reporting initiatives, workflow improvements, and user adoption activities.
Budgeting and Asset Management
- Assist with annual technology budgeting and planning.
- Monitor technology expenditures and purchasing activities.
- Evaluate hardware and software replacement schedules.
- Maintain visibility into software licensing, warranties, subscriptions, and technology inventories.
- Provide recommendations regarding future technology investments
EDUCATION AND CERTIFICATION REQUIREMENTS
- Associates Degree in Computer Science, Network Engineering, or other comparable field is required, Bachelors Degree preferred.
- CompTIA A+ preferred.
- CompTIA Network+ preferred.
- Microsoft 365 Fundamentals.
- Other relevant technical certifications are a plus.
SKILL AND EXPERIENCE REQUIREMENTS
- Minimum of two (2) years of IT support, help desk, or technology support experience required.
- Experience supporting Microsoft 365 environments preferred.
- Experience in healthcare, community health centers, FQHCs, or medical practices strongly preferred.
- Experience supporting HER/EMR systems preferred.
- Strong troubleshooting and problem-solving skills.
- Knowledge of Microsoft 365 applications and applications.
- Understanding of basic networking concepts, workstation support, and device management.
- Excellent communication and customer service skills.
- Ability to explain technical concepts to non-technical users.
- Ability to prioritize multiple projects and support requests.
- Knowledge of HIPAA privacy and security requirements preferred.
- Ability to work independently and collaboratively in a healthcare environment.
PHYSICAL DEMANDS
- Extensive use of computer and telephone required.
- Some lifting of supplies and equipment up to 50 lbs.
- Some crawling, kneeling, and crouching under desks.
- 20% walking or standing, 80% sitting at a desk.
- Category II re: exposure to blood, bodily fluids, and communicable diseases.
PUBLIC AND PROFESSIONAL ACTIVITIES
- Travel between facilities is required.
- Participate in committees and provide feedback for improving services as directed.
- Attend relevant professional activities such as organization sponsored events as needed.
- Attend trainings and seminars as directed.
- Attend meetings as directed.
BENEFITS
- Public Service Loan Repayment Eligibility
- Paid Holidays
- Generous Paid Time Off (PTO)
- Health, Dental, and Vision Insurance
- Employer Paid Life Insurance
- Employer Paid Short- and Long-Term Disability
- 401(k) Retirement Plan
- Giving back, outreach, and true advocacy to the patient community we serve.
Lorain County Health & Dentistry (LCH&D) is an Equal Opportunity Employer and is committed to adhering to employment practices in accordance with the EEOC.
LCH&D will ensure that all persons with disabilities are provided reasonable accommodations for the hiring process. If an accommodation is needed please contact the LCH&D Human Resources Department.
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