Infrastructure, Operations, Service and Project Manager

Job Description

Job Description

General Description:

The Infrastructure Operations, Service and Project Manager serves as the leader of the infrastructure and service management divisions of the technology department within a growing and innovative Community Health Center. This role includes responsibility for managing day-to-day help desk operations, participating in and ensuring delivery of IT projects, implementation of IT Service Management (ITSM) best practices and standard operating procedures, and ensuring seamless function of critical IT infrastructure. This newly developed position at Caring Health Center is responsible for the technology infrastructure (network, servers, systems and their usability) and ensures best in class IT Service Management delivery for approximately 400 end users. Through internal staff members and managed service providers, the Infrastructure Operations, Service and Project Manager ensures the performance and integrity of existing servers, network infrastructure, telephony and end user hardware while planning and delivering on continuous improvements, upgrades, enhancements and ensuring continuity of mission critical infrastructure, systems, applications and end point device usability. This role is expected to not only oversee the technology infrastructure and service management, but be particularly adept at project management and delivery, with responsibility to deliver on multiple, concurrent, mission critical projects at any given time utilizing both internal and outsourced resources.

Minimum Requirements:

1. Bachelor’s degree or equivalent and relevant industry-specific certifications are required. Relevant certifications for this role are project management (PMP), ITIL, ITSM, etc.
2. Project Management certification and/or a proven and very strong track record in successful project execution, with a particular preference for Agile project management methodologies.
3. 10+ years of experience in a technology related field
4. 5+ years of staff supervision or leadership, preferably within a healthcare organization and preferably with a mentor/coach leadership philosophy.
5. Knowledge of contracting, budgeting and managing a combination of internal and outsourced resources as part of a project team.
6. Demonstrated ability to create, publish, evaluate and improve on standard operating procedures, especially as it relates to IT service management, hardware life cycle management, service level agreements and identity management with a strong emphasis on ITSM and ITIL Best Practices.
7. Advanced knowledge of Infrastructure Technology, specifically, VMWare, Fortinet/gate, Extreme, SDWan, GSuite and/or MS 365, Cyber EDR, SOC and SIEM management and best practices for support, maintenance and quality assurance of system operation, stability and uptime.
8. Advanced knowledge of trouble shooting, implementation/configuration, and design required

Principle Responsibilities and Duties:

1. Manages, prioritizes and delivers on projects while over-seeing the daily work of the infrastructure and help desk teams
2. Responsible for research, planning, acquisition, and design of new or upgraded hardware technologies and recommended modifications as necessary, in collaboration with the CIO
3. Leverages internal subject matter experts and external MSPs to manage networking, systems engineering, and cybersecurity projects as designated by the CIO; Ensures the delivery of all projects on time, within originally scoped budget and in line with KPI’s identified at the initiation and acceptance of each project
4. Ensures and plans for business continuity and implements and oversees daily routines for back up, infrastructure alerts and disaster recovery/response
5. Serves as a key lead, in partnership with outsourced Security Operations Center, for all cyber security EDR deployment, virus detection, breach detection and security incident responses
6. Works as a liaison to the MSP for any escalated engineering request unable to be solved by internal technicians
7. Implements ITSM best practices to streamline help desk and support processes, ensuring timely and consistent resolution of technical issues
8. Crafts and ensures adherence to service level agreements in delivering best-in-class technical support to the organization
9. For any escalated issues, provides or advises high-level technical support requiring administrative permissions and access to restricted systems, including third-party vendors and relevant external requests
10. Oversees ticketing system, delegates tickets as needed, supports analysts in ticket completion as needed, and analyzes trends to improve service delivery and performance
11. Together with Engineering staff, produces documentation of inventory, LAN, WAN, Server and other Infrastructure Architecture and ensures the appropriate life cycle tracking, recommending renewals, upgrades and purchases to the CIO
12. Supports mission-critical infrastructure and help desk after hours as necessary
13. Assists in the investigation of new technologies that will improve workflow, processing speeds, and services related to infrastructure and mission critical business systems
14. Represents the organization with a positive, professional attitude when communicating with staff, patients, and visitors
15. Works collaboratively with others, leads as a mentor/coach with good humor and recognition of how to help each individual team member come to work every day with a joyful and productive attitude
16. Supervises and supports team members, fostering development through mentoring, training, and coaching
17. Performs other related duties as assigned