it support manager

justagain

<p>The Technical Support Manager is responsible for leading the IT support team, ensuring high-quality technical assistance, maintaining SLA compliance, improving service performance, and aligning support operations with business objectives.</p><p>Education</p><ul><li>Bachelor&rsquo;s degree in Computer Science, Information Technology, or related field.</li></ul><p>Experience</p><ul><li>3&ndash;5+ years in IT Support.</li><li>2&ndash;4+ years in leadership/managerial role.</li><li>Experience managing a team of 5+ members.</li><li>Strong background in ITIL processes (preferred).</li></ul><p>Technical Skills</p><ul><li>Windows Server &amp; Client OS</li><li>Active Directory</li><li>Office 365 / Microsoft 365</li><li>Networking fundamentals (TCP/IP, DNS, DHCP)</li><li>ITSM tools (e.g., ServiceNow, Jira, ManageEngine)</li><li>Basic cybersecurity awareness</li><li>Hardware &amp; software troubleshooting</li><li>Backup &amp; disaster recovery basics</li></ul><p>Job Type: Full-time</p><p>Pay: From E&pound;20,000.00 per month</p><p>Location:</p><ul><li>Cairo (Required)</li></ul>

IT Technical Support Manager

Borland-Groover Clinic

<div><div><b>POSITION TITLE: IT Applications Support Manager</b></div>
<div>Borland Groover is one of Florida's leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves in delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover and find your values aligning with ours, apply to join our team!</div>
<div></div><div><b>POSITION SUMMARY</b></div>
<div><b>The IT Applications Support Manager leads the day-to-day support, optimization, and roadmap execution for the practice&rsquo;s clinical and business applications. This role manages a team of application analysts/support specialists, oversees key projects and enhancements, and serves as the primary point of coordination with vendors and internal stakeholders. The ideal candidate brings strong healthcare application experience&mdash;preferably with NextGen&mdash;along with proven leadership, operational discipline, and a calm, service-oriented approach in a fast-paced clinical environment.</b></div>
<div></div><div><b>ESSENTIAL JOB FUNCTIONS</b></div>
<ul><li><b>Team Leadership &amp; Service Operations</b></li>
</ul><ul><li>Manage, coach, and develop an applications support team; establish clear expectations, coverage models, and escalation paths.</li>
</ul><ul><li>Drive incident and request management processes (triage, prioritization, root cause analysis, and follow-through) with measurable service levels.</li>
</ul><ul><li>Create and maintain documentation, policies &amp; procedures, knowledge articles, runbooks, and onboarding/training materials.</li>
</ul><ul><li>Coordinate after-hours/on-call support as needed to ensure clinical continuity.</li>
</ul><ul><li><b>Application Support &amp; Optimization</b></li>
</ul><ul><li>Provide oversight for production support of EMR/PM and related applications (scheduling, registration, billing, interfaces, reporting, patient portals, eRx, etc.).</li>
</ul><ul><li>Partner with clinical and revenue cycle leaders to identify workflow improvements and translate them into system enhancements.</li>
</ul><ul><li>Manage application configuration changes, upgrades, and release activities with appropriate testing and change control.</li>
</ul><ul><li>Ensure data integrity, role-based access, and alignment with security and compliance requirements (HIPAA and organizational policies).</li>
</ul><ul><li><b>Project &amp; Portfolio Management</b></li>
</ul><ul><li>Lead application projects from intake through delivery: requirements, scope, timeline, risks, communications, testing, training, and go-live support.</li>
</ul><ul><li>Coordinate cross-functional efforts among IT, clinical staff, front office, billing, and external partners.</li>
</ul><ul><li>Maintain a prioritized enhancement backlog and roadmap; report progress and outcomes to leadership.</li>
</ul><ul><li><b>Vendor &amp; Stakeholder Management</b></li>
</ul><ul><li>Own vendor relationships for supported applications: contracts coordination, performance management, support tickets, upgrade planning, and service reviews.</li>
<li>Act as a trusted advisor to practice leadership, balancing clinical needs, operational realities, and technical constraints.</li>
<li>Facilitate stakeholder governance (regular huddles, steering updates, and post-implementation reviews).</li>
<li><b>Reporting &amp; Analytics Enablement</b></li>
<li>Oversee standard reporting and dashboard needs; partner with analytics/BI resources as needed.</li>
<li>Support data extracts and operational reporting for clinic operations, quality initiatives, and revenue cycle performance.</li>
</ul><div><b>COMPETENCIES</b></div>
<div><ul><li><b>Practical leadership</b>: steady under pressure, fair, and consistent.</li>
</ul></div><ul><li><b>Communication - </b>Exhibits active listening and excellent comprehension skills. Clearly and concisely expresses thoughts and ideas in verbal or written form. Maintain an open line of communication with providers, patients, and managers to ensure patient needs are appropriately addressed. Selects and uses appropriate communication methods.</li>
<li><b>Critical Thinking and Problem Solving - </b>The ability to handle complex situations in the workplace and calmly develop creative solutions. Work through challenging situations and follow through to resolution. Anticipate patient needs and manage patient expectations of care delivery.</li>
<li><b>Compassion - </b>Exhibits empathy and a desire to take action to address the patient's needs. Communicate with patients in a warm and sincere manner. Have a strong desire to be of service to others.</li>
<li><b>Time Management - </b>The ability to plan your duties ahead of time and leverage technology to work efficiently. Effectively prioritize tasks and manage workload to ensure completion within appropriate timelines.</li>
<li><b>Collaboration - </b>Exhibiting interpersonal skills, working with others, building trust and communication to cultivate the ideal patient experience. Interact and cooperate with diverse multidisciplinary teams to coordinate patient care.
</li>
</ul><div></div><div><b>GENERAL QUALIFICATIONS</b></div>
<div><ul><li> Demonstrated experience managing multiple concurrent projects and priorities.</li></ul>
<ul><li> Strong vendor management experience, including ticket escalation and service performance oversight.</li></ul>
<ul><li> Working knowledge of healthcare operations and workflows (clinical, scheduling, and billing/revenue cycle).</li></ul>
<ul><li> Excellent communication skills&mdash;able to translate between clinical users, leadership, and technical teams.</li></ul>
<ul><li> NextGen experience strongly preferred; experience with other EMR/PM platforms (e.g., Epic, Cerner/Oracle Health, athenahealth, eClinicalWorks, Greenway, Meditech, Allscripts/Veradigm, etc.) is acceptable.</li></ul>
<ul><li> Experience supporting interfaces (HL7), e-prescribing, labs/imaging integrations, and patient portal functionality.</li></ul>
<ul><li> Familiarity with ITSM tools and practices (ServiceNow, Jira Service Management, Zendesk) and change management processes.</li></ul>
<ul><li> Experience with report writers/BI tools (e.g., SQL, SSRS, Power BI, Crystal Reports) and operational dashboards.</li></ul>
<ul><li> Experience in specialty physician practice environments (multi-site, high-volume scheduling, procedure-based workflows).</li></ul><br>
<div></div>
<div><b>EDUCATION AND EXPERIENCE</b></div>
<ul><li> Bachelor&rsquo;s degree in Information Systems, Healthcare Informatics, Business, or related field (or equivalent experience).</li></ul>
<ul><li> 5+ years of progressively responsible experience supporting healthcare applications (EMR/PM and related systems).</li></ul>
<ul><li> 2+ years of people management experience with demonstrated ability to lead, mentor, and retain teams.</li></ul><br>
<div></div>
<div></div><div><b>PHYSICAL REQUIREMENTS</b></div>
<div><div><b>Physical Demands</b></div>
<ul><li>Sitting: Prolonged periods of sitting at a desk and working on a computer: marginal</li>
<li>Heavy lifting: marginal (Moderate lifting (15-20 lbs.): essential</li>
<li>Walking: Must be able to access and navigate each department at the organization's facilities: essential</li>
<li>Pushing/Pulling: marginal</li>
<li>Standing: essential</li>
<li>Repetitive motion: marginal</li>
<li>Reaching: marginal</li>
<li>Bending: marginal</li>
</ul><div><b>Emotional Demands</b></div>
<ul><li>Fast pace: essential</li>
<li>Multiple Stimuli: essential</li>
<li>Intense customer interaction: essential</li>
<li>Frequent change: essential</li>
</ul><div><b>Mental/Sensory Demands</b></div>
<ul><li>Memory: essential</li>
<li>Reasoning: essential</li>
<li>Hearing: essential</li>
<li>Reading: essential</li>
<li>Analyzing: essential</li>
<li>Logic: essential</li>
<li>Verbal communication: essential</li>
<li>Written communication: essential</li>
</ul>
<div></div><div><div><b>BENEFITS (FULL-TIME EMPLOYEES)</b></div>
<ul><li>Health Insurance</li>
<li>Dental Insurance</li>
<li>Vision Insurance</li>
<li>401K Retirement Plan</li>
<li>Life Insurance</li>
<li>Short- and Long-term disability</li>
<li>Profit Sharing</li>
<li>Supplemental Insurance</li>
<li>Education and Tuition Reimbursement funding</li>
<li>Initial Uniform Allowance</li>
<li>Employee Assistance Program (EAP)</li>
<li>Paid Time Off (PTO)</li>
<li>Volunteer Time Off (VTO)</li>
<li>Paid Holidays</li>
</ul><div><div><b>IMPORTANT NOTE</b></div>
<div>The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We thank all applicants for their interest. However, only those selected for an interview will be contacted.</div></div></div></div></div></div><p></p>

IT Applications Support Manager

Wallis Companies

<div><div><p>The <b>IT Operations Manager</b> provides leadership and oversight for Wallis Companies&rsquo; infrastructure and technical support operations. This role supervises the Help Desk and Systems teams, leads strategic vendor relationships, and ensures service delivery, uptime, and cost-effective technology use. The IT Operations Manager plays a key role in technology planning, incident management, and departmental performance reporting. By balancing daily execution with strategic oversight, this role ensures reliable, scalable, and secure IT operations that align with business objectives.</p><br>
<p></p>
<p><b>
RESPONSIBILITIES BY COMPETENCY:</b></p>
<p><i>
(bolded text denotes an essential function of the position)</i></p>
<p>
 <b>Business Results Orientation</b></p>
<ul>
<li><b> </b>Ensure operational effectiveness across Help Desk, infrastructure, and support functions.</li>
<li>Monitor service delivery metrics, ticketing system performance, and response times.</li>
<li>Oversee staging, asset tracking, and on-call support processes.</li>
<li>Track and report infrastructure costs and usage for budgeting and optimization.</li>
<li>Maintain the vendor and contract tracker to monitor renewals, service levels, and ownership across IT.</li>
<li>Oversee cybersecurity policy development in collaboration with the IT Systems Manager and ensure alignment with organizational standards.</li>
</ul>
<p><b>Communication</b></p>
</div>
<div><ul><li>Report regularly to the Director of IT on support trends, infrastructure stability, and vendor performance.</li>
<li>Serve as a communication bridge between technical teams and executive leadership.</li>
<li>Coordinate cross-functional communication during outages, escalations, and critical events.</li>
<li>Ensure team alignment with IT goals and policies through consistent messaging and follow-up.</li>
</ul>
<p><b> </b><b>Technical Expertise</b></p>
</div>
<div><ul><li>Provide leadership in incident management, escalation paths, and root cause analysis.</li>
<li>Maintain high-level understanding of systems infrastructure, cloud environments, and end-user support needs.</li>
<li>Evaluate and support decisions on infrastructure platforms, tools, and lifecycle refreshes.</li>
<li>Collaborate with the IT Systems Manager to ensure system uptime and proper resource allocation.</li>
</ul>
<p> <b>Customer Service Orientation</b></p>
</div>
<div><ul><li>Promote a service-first culture throughout the Help Desk and Systems teams.</li>
<li>Review support escalations, ticket trends, and customer satisfaction data for continuous improvement.</li>
<li>Oversee quality control processes including documentation standards, user feedback, and follow-up procedures.
 </li></ul><p><b>Developing Talent</b></p>
</div>
<ul><li>Provide coaching, feedback, and growth opportunities for the Help Desk Manager and IT Systems Manager.</li>
<li>Lead by example in documentation discipline, customer service, and continuous improvement.</li>
<li>Support IT&rsquo;s succession planning and ensure that institutional knowledge is retained and shared.</li>
<li>Contribute to staff performance evaluations and training recommendations.</li>
<li>Ensure functional teams are regularly reviewing and updating IT policies under their purview.</li>
<li>Establish and oversee adherence to change management protocols for IT operational systems and services.</li>
</ul>
<p> <b>Vendor Management</b></p>
<ul>
<li> Own strategic vendor relationships for infrastructure, cloud services, networking, and security solutions.</li>
<li>Lead contract renewals, Service Level Agreement (SLA) evaluations, and quarterly vendor performance reviews.</li>
<li>Collaborate closely with the IT Systems Manager and the Microsoft 365 (M365) Administrator, who maintain day-to-day technical coordination with vendors.</li>
<li>Escalate vendor issues as needed and ensure alignment with organizational requirements.</li>
</ul>
<p><b>Technology Strategy</b></p>
<ul>
<li> Actively participate in IT strategy development, roadmap planning, and organizational technology assessments.</li>
<li>Represent the IT Operations branch in department-wide planning and coordination efforts.</li>
<li>Identify and recommend new tools, platforms, and practices to improve efficiency and reduce risk.</li>
<li>Support project resource planning by coordinating availability and workload across direct reports.</li>
</ul>
<p><b>Safety</b></p>
<ul>
<li> <b>Adhere to all company IT security policies and immediately report any security incidents to the supervisor</b></li>
<li><b>Proactively identify and report unsafe conditions within IT systems or operations, recommending corrective actions</b></li>
<li> <b>Lead by example in practicing safe IT operations and adhering to company safety policies</b></li></ul><br>
<p></p>
<p><b>
Supervisory Responsibilities</b></p>
<p><b>
 </b><b>Direct: </b>Help Desk Manager, IT Systems Manager</p>
<p><b>
</b><b> </b><b>Qualifications</b></p>
<p><i>
(bolded font denotes an essential qualification of the position)</i></p>
<p><b>
 </b>To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
</p><p>Education:<b> </b>Required: Equivalent to a High School diploma, Preferred: Associate&rsquo;s or Bachelor&rsquo;s degree in Information Technology, Business, or a related field.
</p><p>Experience:<b> 3-5 years of IT experience in an infrastructure, systems, or technical support with increasing leadership responsibilities</b></p>
<ul><li> Demonstrated ability to mentor and develop technical staff, with a proven track record of contributing to team growth and organizational knowledge. Broad exposure to infrastructure, cloud services, networking, and security operations.</li></ul>
<p>
Language Skills: <b>Ability to read, write, speak, and understand English in a manner </b><b>that is sufficient for effective communication with groups of managers, clients, customers and the general public</b></p>
<p>
Skills and Abilities:
</p><p><i>(May be representative but not all-inclusive of those commonly associated with the position)</i></p>
<p><b>
 </b>Strong leadership, communication, and organizational skills.</p>
<ul>
<li>Familiarity with IT support frameworks, infrastructure environments, and vendor management best practices.</li>
<li>Ability to prioritize and manage across multiple operational areas while maintaining attention to detail.</li>
</ul>
<p>Technology, Tools, and Equipment:
</p><ul><li>Ticketing and IT Service Management tools (ITSM) tools (e.g., iSupport), Microsoft 365, Teams, Excel, Power BI</li>
<li>Knowledge of network and cloud platforms, asset management systems, and security solutions</li>
</ul>
<p> Certifications, Licenses, and/or Registrations:</p>
<ul>
<li>Advanced certifications consistent with the Wallis Tech Level Matrix (e.g., Microsoft, CompTIA, cloud, networking, or security credentials).</li>
<li>Certifications are weighted within the Tech Level Matrix (difficulty, time, and relevance) and contribute to advancement.</li>
<li>Preferred examples include IT Infrastructure Library (ITIL) Foundation, CompTIA Security+/Net+, Microsoft Azure (AZ-900, AZ-500, AZ-700), or equivalent certifications.</li>
<li>Equivalent combinations of certifications, years of service, and applied expertise may be considered in line with Tech Level thresholds.</li>
<li>Valid driver&rsquo;s license required</li></ul><br>
<p></p>
<p><b>
PHYSICAL DEMANDS</b></p>
<p>
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p>
<div>
<div><div><div><p><b>Amount of Time</b></p></div><div><br>
<p><b>
None</b></p></div><div><br>
<p><b>
Under 1/3</b></p></div><div><br>
<p><b>
1/3 To 2/3</b></p></div><div><br>
<p><b>
Over 2/3</b></p></div><div><br>
<p><b>
Amount of Time</b></p></div><div><br>
<p><b>
None</b></p></div><div><br>
<p><b>
Under 1/3</b></p></div><div><br>
<p><b>
1/3 To 2/3</b></p></div><div><br>
<p><b>
Over 2/3</b></p></div></div><div><br>
<div>
<p>See:
</p><p>Must be able to read computer screen and reports.</p></div><p></p><div><br>
<p>
X</p></div><div><br>
<p>
Lifting</p></div></div><p></p><div><br>
<div>
<p>Stand/Walk:</p>
<p>
Occasional visits to other locations in the building.</p></div><p></p><div><br>
<p>
X</p></div><p></p><div><br>
<p>
Up to 10 pounds:</p></div><p></p><div><br>
<p>
X</p></div></div><div><br>
<div>
<p>Sit:</p>
<p>
Must be able to perform work at desk, computer, etc.</p></div><p></p><div><br>
<p>
X</p></div><div><br>
<p>
Up to 25 pounds</p></div><p></p><div><br>
<p>
X</p></div></div><p></p><div><br>
<div>
<p>Touch/Grasp/Feel:</p>
<p>
Must be able to input electronic data, manipulate paper, use phone system</p></div><p></p><div><br>
<p>
X</p></div><div><br>
<p>
Up to 50 pounds</p></div><p></p><div><br>
<p>
X</p></div></div><p></p><div><br>
<div>
<p>Climb or balance:</p></div><p></p><div><br>
<p>
X</p></div><p></p><div><br>
<p>
Up to 100 pounds</p></div><div><br>
<p>
X</p></div></div><p></p><div><br>
<div>
<p>Stoop, kneel or crawl:</p></div><p></p><div><br>
<p>
X</p></div><p></p><div><br>
<p>
Over 100 pounds</p></div><div><br>
<p>
X</p></div></div><p></p><div><br>
<div>
<p>Talk or hear:</p>
<p>
Must be able to communicate in person and on telephone system</p></div><p></p><div><br>
<p>
X</p></div></div><p></p><div><br>
<div>
<p>Working conditions:</p>
<p>
 Office atmosphere</p></div><p></p><div><br>
<p>
X</p></div></div><br>
<p></p>
</div>
</div><p></p><p><i>Disclaimer:</i></p>
<p>
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Wallis Companies reserves the right to make changes to job descriptions as needed with or without notice to affected employees. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws. This job description does not establish a contract for employment..</p></div>

IT Operations Manager

Fun City

<p>Job Title: Assistant Manager IT</p><p>Company: Fun city</p><p>Location: Funcity &ndash; Giga Mall and Centaurus</p><p>Experience Required:</p><p>3&ndash;4 years of relevant IT management experience</p><p>JDs:</p><p>Funcity is seeking a skilled and experienced IT Manager to manage and support all IT operations at our indoor amusement center located at Giga Mall. The ideal candidate will have strong hands-on experience with servers, networking, Active Directory, Microsoft 365, and CCTV systems to ensure smooth and secure daily operations.</p><p>Required Skills &amp; Knowledge:</p><p>1- Network Administration</p><p>2- Hardware and Software Maintenance</p><p>3- Card Reader RFID System</p><p>4- CCTV and Surveillance</p><p>5- IT Support</p><p>6- Server Management</p><p>7- Cybersecurity</p><p>8- Reporting and Analytics</p><p>Job Type:</p><p>Full-time<br/>Location: Centaurus and Giga Mall</p><p>Mail: sameera@funcity.com</p><p>Job Type: Full-time</p><p>Work Location: In person</p>

Assistant Manager (IT)

ICE Consulting - Managed IT & Cybersecurity for Life Sciences

<div>
 <strong>
  Who We Are
  <br/>
  <br/>
 </strong>
 ICE Consulting is a privately owned, leading
 <strong>
  Managed IT Services Provider (MSP)
 </strong>
 established in
 <strong>
  1996
 </strong>
 . We specialize in delivering comprehensive IT support services, including
 <strong>
  Network &amp; Security
 </strong>
 ,
 <strong>
  UNIX/Linux &amp; Windows Engineering
 </strong>
 ,
 <strong>
  System &amp; Database Administration
 </strong>
 ,
 <strong>
  Help Desk Support
 </strong>
 ,
 <strong>
  VoIP Support
 </strong>
 , and
 <strong>
  complete IT infrastructure management
 </strong>
 .
 <br/>
 <br/>
 Our clients&mdash;small to mid-sized enterprises&mdash;depend on us for secure, efficient, and scalable technology solutions.
 <br/>
 <br/>
 We are seeking a
 <strong>
  hands-on, strategic, and people-focused Service Desk Manager
 </strong>
 to join our
 <strong>
  Asia Office in Lahore
 </strong>
 . This role will lead global support operations, manage the Asia-based Help Desk team, and ensure world-class service delivery for ICE Consulting's international clients.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 The
 <strong>
  Service Desk Manager
 </strong>
 will oversee
 <strong>
  IT support operations
 </strong>
 in a fast-paced
 <strong>
  Managed Service Provider (MSP)
 </strong>
 environment. The role includes managing a
 <strong>
  24/7 Help Desk team
 </strong>
 , coordinating with
 <strong>
  onsite engineers in the U.S.
 </strong>
 , ensuring SLA compliance, maintaining service quality, and improving operational efficiency through ITIL-aligned practices.
 <br/>
 <br/>
 The ideal candidate is technically sound, process-oriented, and an excellent people manager with strong leadership and communication skills.
 <br/>
 <br/>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  <strong>
   Key Responsibilities
  </strong>
 </strong>
 <strong>
  <strong>
   2. Team &amp; Resource Management
  </strong>
 </strong>
 <strong>
  <strong>
   3. Client Onboarding &amp; Offboarding
  </strong>
 </strong>
 <strong>
  <strong>
   4. Compliance &amp; Audit Support
  </strong>
 </strong>
 <strong>
  <strong>
   5. Quality Assurance &amp; Process Improvement
  </strong>
 </strong>
 <strong>
  <strong>
   6. ITIL &amp; Governance
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Service Delivery Management
  </li>
  <li>
   Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction.
  </li>
  <li>
   Coordinate with onsite, systems, and network teams to deliver seamless client support.
  </li>
  <li>
   Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication.
  </li>
  <li>
   Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives.
  </li>
  <li>
   Collaborate with Project Managers to review and refine all client communications before release.
  </li>
  <li>
   Lead and manage the Lahore-based Help Desk team, working closely with U.S.-based onsite engineers.
  </li>
  <li>
   Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution.
  </li>
  <li>
   Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards.
  </li>
  <li>
   Provide coaching, mentoring, and training to develop team members' technical and customer service skills.
  </li>
  <li>
   Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans.
  </li>
  <li>
   Manage secure and efficient client offboarding processes with proper documentation and asset recovery.
  </li>
  <li>
   Partner with engineering and project teams to ensure seamless transitions and client satisfaction.
  </li>
  <li>
   Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.).
  </li>
  <li>
   Ensure internal processes and communication align with industry standards and regulatory expectations.
  </li>
  <li>
   Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality.
  </li>
  <li>
   Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas.
  </li>
  <li>
   Enforce consistent use of templates, documentation standards, and internal knowledge base updates.
  </li>
  <li>
   Apply ITIL best practices across incident, request, change, and problem management processes.
  </li>
  <li>
   Use ITSM platforms (e.g., ConnectWise) for service delivery, reporting, and governance.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications &amp; Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum 5 years of Tier II end-user support experience, with at least 3 years in a managerial or supervisory role.
  </li>
  <li>
   Bachelor's degree in Computer Science, Information Technology, or related field.
  </li>
  <li>
   Proven experience leading support teams in an MSP or IT services environment.
  </li>
  <li>
   Strong technical knowledge of Windows (7-11), macOS, mobile devices, and cloud platforms (O365, Gmail).
  </li>
  <li>
   Experience with Microsoft Intune, Google Workspace, VMware Workspace ONE, and JAMF for device management.
  </li>
  <li>
   Familiarity with MDM tools, endpoint security solutions, SSO/MFA platforms (Okta, OneLogin), and VoIP systems (RingCentral, Vonage).
  </li>
  <li>
   Excellent leadership, documentation, and communication skills for managing cross-functional global teams
  </li>
 </ul>
</div>


Service Desk Manager

Quest, Inc.

<div>
 <strong>
  Company Overview
  <br/>
  <br/>
 </strong>
 Quest, Inc. makes a difference in the lives of nearly 600 people each day. For over 60 years, Quest, Inc. has been committed to enriching the lives of individuals with disabilities by providing a path to independence, community inclusion, and empowerment. We are a trusted name in offering compassionate, quality support services, and we invite you to be a part of our team. To see more of what Quest, Inc. has to offer, click here!
 <br/>
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 <strong>
  Company Values, Mission, And Vision
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  <br/>
 </strong>
 At Quest, Inc., our mission is to help people with developmental disabilities experience a full life. We are guided by the vision to provide lifelong services for individuals with developmental disabilities.
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 <strong>
  Benefits - Why You'll Love Working Here
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 </strong>
 <strong>
  Full-time employees:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Medical Coverage: HRA, FSA, premium discounts, wellness credits, free virtual and Minute Clinic visits, free imaging, and surgery
  </li>
  <li>
   Dental and vision coverage
  </li>
  <li>
   Company paid life, short- and long-term disability insurance
  </li>
  <li>
   401(k) with up to 2.5% match
  </li>
  <li>
   Tuition assistance and reimbursement, employee assistance program, and more!
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   <br/>
  </li>
 </ul>
 <strong>
  Part-time and part-time on-call employees:
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 </strong>
 <ul>
  <li>
   Quest, Inc. provides 401(K) with company match and EAP for part-time/part-time on call employees
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   <br/>
  </li>
 </ul>
 <strong>
  General Purpose of the Job
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  <br/>
 </strong>
 We are seeking a highly technical, hands-on IT Manager responsible for architecting, maintaining, and securing a complex, multi-site enterprise infrastructure. This position requires advanced expertise in both network administration and systems administration, including Cisco and Meraki firewalls/switches, Cisco Wireless, Ubiquiti access control systems, Hyper-V virtualization, iSCSI SAN storage, Hyper-V cluster management, Citrix environments, SQL Server, Windows Server, Active Directory, Microsoft Distributed File System (DFS), and Microsoft 365 services (Entra ID/Azure AD, SharePoint, Exchange Online, and Exchange On-Premises). The IT Manager must independently support mission‑critical systems, lead escalations, and ensure stable, secure, high‑performance operations across the organization.
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 <strong>
  Responsibilities
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  <br/>
 </strong>
 <ul>
  <li>
   Lead IT support and help desk operations to ensure responsive, empathetic service.
  </li>
  <li>
   Travel to Quest facilities as needed to support staff and ensure consistent IT service delivery.
  </li>
  <li>
   Architect, deploy, and maintain enterprise network and server infrastructure, including Cisco/Meraki firewalls/switches, Cisco Wireless, Hyper‑V clusters, iSCSI SAN storage, Citrix systems, and Ubiquiti access control systems
  </li>
  <li>
   Oversee configuration, monitoring, and optimization of mission‑critical systems to ensure high availability and performance
  </li>
  <li>
   Serve as Tier‑3 escalation for complex issues spanning networking, virtualization, storage, identity, Microsoft 365, Windows Server/PC, and Citrix.
  </li>
  <li>
   Maintain strict security and compliance posture including firewall policy management, Conditional Access/MFA, patching, vulnerability remediation, least-privilege/RBAC, and auditing.
  </li>
  <li>
   Implement and test disaster recovery strategies including backups, Hyper‑V failover, and recovery runbooks.
  </li>
  <li>
   Evaluate and adopt technologies aligned with organizational goals, with a bias toward automation and standardization.
  </li>
  <li>
   Establish and enforce IT policies and procedures that align with organizational goals and compliance standards.
  </li>
  <li>
   Monitor KPIs and performance metrics to ensure excellence in all areas of IT.
  </li>
  <li>
   Coordinate and support audits to ensure compliance with all regulatory requirements.
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  </li>
 </ul>
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  Qualifications
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 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Information Technology/Systems, Computer Science, or related field (or equivalent experience)
  </li>
  <li>
   7+ years of senior-level experience spanning both network administration and systems administration in a multi-site environment
  </li>
  <li>
   Demonstrated expertise with: Cisco &amp; Meraki firewalls/switches, Cisco Wireless, access control systems, Hyper‑V (including cluster management), iSCSI SAN storage, Citrix, Windows Server/Active Directory, Microsoft DFS, SQL Server, and Microsoft 365 (Entra ID/Azure AD, SharePoint, Exchange Online, Exchange On‑Premises)
  </li>
  <li>
   Strong knowledge of security best practices, identity management, and compliance.
  </li>
  <li>
   Understanding of how to effectively operate and mature a help desk function
  </li>
  <li>
   Reliable transportation and a valid Driver&rsquo;s License
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   <br/>
  </li>
 </ul>
 Quest, Inc. is a drug free workplace and an Equal Opportunity Employer. It is the policy of Quest to grant equal employment opportunities to all qualified persons without regard to race, color, sex, religion, age, national origin, disability, veteran&rsquo;s status, marital status, citizenship status, genetic information or any other category prohibited by local, state or federal statute.
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 <strong>
  Additional Benefits Information
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 <ul>
  <li>
   Stay healthy with enhanced coverage &ndash; medical insurance includes an HRA, premium discounts, wellness credits, free virtual visits, free Minute Clinic visits, free imaging, and surgery
  </li>
  <li>
   Full smile &amp; clear vision &ndash; dental and vision plans to keep you covered head to toe
  </li>
  <li>
   Security for you and your family &ndash; company-paid life and disability insurance coverage, plus long-term disability at no cost to you
  </li>
  <li>
   Short-term coverage when you need it &ndash; short-term disability for life&rsquo;s unexpected moments
  </li>
  <li>
   Invest in your future &ndash; 401(k) with a company match to grow your retirement savings
  </li>
  <li>
   Extra protection, your choice &ndash; voluntary accident and hospitalization coverage available
  </li>
  <li>
   Save smarter &ndash; flexible spending accounts (FSA) to help your dollars go further
  </li>
  <li>
   Support for life&rsquo;s challenges &ndash; confidential Employee Assistance Program (EAP) to help you and yours
  </li>
  <li>
   Keep learning and growing- tuition assistance and tuition reimbursement to help you advance your education and career
   <br/>
   <br/>
  </li>
 </ul>
 Background Screening Clearinghouse Education and Awareness website.
 <br/>
 <br/>
 https://info.flclearinghouse.com
</div>


IT Manager

OCHIN

<div>Description:
<p><b>
MAKE A DIFFERENCE AT OCHIN</b></p><p><br>
</p><p><b>OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, providing the clinical insights and tailored technologies needed to expand patient access, grow and connect care teams, and improve the health of rural and underserved communities.</b></p><p>
We are hiring a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone.</p><p><b>
At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values.</b></p><p>
Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees&rsquo; entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.</p><p><b>
Position Overview</b></p><p>
The <b>IT Service Desk Manager</b> provides strategic leadership and operational oversight for the IT Service Desk team, ensuring high-quality end-user support across the organization. This role is responsible for directing the team in resolving incidents and fulfilling service requests, monitoring performance metrics, and driving continuous improvement in service delivery. The Manager oversees technical standards for end-user devices, manages procurement and lifecycle refresh activities, and ensures alignment of Service Desk practices with organizational goals. This role partners closely with the Chief Technology Officer (CTO) and other leaders within the organization to develop support strategies, optimize processes, and enhance the end-user experience. This role reports to the CTO.</p><p><b>
Essential Duties</b></p><ul><li>
Provide leadership, direction, and management to the IT Service Desk team, including hiring, coaching, performance evaluation, and workforce planning.</li><li>
Assist in the development, planning, and management of the IT Service Desk budget, including forecasting costs for internal IT resources, technology needs, licensing, hardware lifecycle refresh, and operational expenditures.</li><li>
Establish and oversee daily operations of the Service Desk, ensuring timely resolution of incidents, requests, and escalations.</li><li>
Lead the design, rollout, and continuous improvement of procedures for triage, prioritization, and resolution of help desk requests.</li><li>
Partner with IT leadership to develop training programs and resources that improve end-user self-sufficiency and enhance service quality.</li><li>
Review, approve, and contribute to technical documentation, standard operating procedures, and knowledge-base content.</li><li>
Analyze team performance metrics; identify trends, implement process improvements, and ensure efficient use of resources.</li><li>
Oversee advanced troubleshooting and escalation management, collaborating with specialized IT teams when needed.</li><li>
Direct the procurement, deployment, lifecycle management, and inventory tracking for all end-user devices across the organization.</li><li>
Provide oversight for identity, network, email, and system access provisioning, including account creation, auditing, and deactivation processes.</li><li>
Ensure proper administration of directory services, authentication systems, and security groups.</li><li>
Manage the deployment, testing, and rollout of firmware and software patches across supported devices.</li><li>
Collaborate across IT teams and other departments to evaluate and improve service-related business processes.</li><li>
Perform other duties as assigned by IT leadership.</li></ul>
Requirements:
<ul><li>Bachelor&rsquo;s or equivalent relevant combination of education and experience</li><li><b>
Minimum 3-5 years of experience administering Microsoft Office 365 and Microsoft Exchange required.</b></li><li><b>
Minimum of 5 years of experience administering Windows Active Directory.</b></li><li>
Desired certifications/proficiencies include CompTIA A+, Network +, ITIL Foundation, Microsoft 365: Desktop Administrator, Jamf 100/200</li><li><b>
Minimum two (2) years of supervisory or manager experience (direct reports)</b></li><li><b>
Healthcare/Health care IT industry experience</b> <b>or experience supporting heavy regulated environments is required </b>(Preference given to candidates with Healthcare/Health care IT experience.</li><li>
Experience overseeing Microsoft Intune and Jamf administration, ensuring consistent enforcement of security best practices for Windows endpoints and mobile device management (MDM) platforms</li><li>
Experience in implementation and administration of infrastructure services like FTP, IIS, DNS, DHCP, GPO and CIFS.</li><li>
Experience with Cisco and/or Citrix product line or other applicable technologies<b> (Healthcare industry experience is a plus)</b></li><li>
Expertise configuring and maintaining Microsoft Windows, MacOS and iOS, including automation of common configuration and setup procedures</li><li>
Strong understanding of endpoint security principles, including secure configuration, policy enforcement, and compliance monitoring.</li><li>
Experience partnering with security or compliance teams to ensure adherence to organizational security standards and best practices.</li><li>
Knowledge of scripting languages (such as VBS, PowerShell) is a plus</li><li>
Strong foundation in Systems Administration principles, including systems automation, change management, capacity planning, documentation, etc.</li><li>
Advanced knowledge in using various remote tools for assisting users, troubleshooting, and resolving complex problems.</li><li>
Excellent verbal and written communication skills and able to work independently with minimal direction</li></ul><p><b><br>
Base Pay Overview</b></p><p>
OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.</p><p><br>
</p><p><b>Physical Requirements/Work Environment:</b></p><ul><li>
Constant interpersonal skills, teamwork, and customer service. Frequent creativity, mentoring, presentations/teaching. Occasional decision making and independent judgment or action.</li><li>
Reading, speaking, writing, and understanding English.</li><li>
While performing the duties of the job, the employee is regularly required to sit for long periods of time; stand and walk; use hands to finger, handle or feel; reach with hands and arms.</li><li><b>
This position requires a virtual home-office environment, working remotely and will require that employees be on camera for all virtual meetings</b>.</li><li>
The role routinely uses standard office equipment such as computers and mobile devices.</li><li>
Travel may be required to support OCHIN&rsquo;s business requirements for Go-Live installations or training which may require travel by air, vehicle, or train.</li></ul><p><b>
COVID-19 Vaccination Requirement</b></p><p>
To keep our colleagues, members, and communities safe, OCHIN requires all employees&mdash;including remote employees, contractors, interns, and new hires&mdash;to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.</p><p><b>
Work Location and Travel Requirements</b></p><p>
OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position.</p><p>
Work from home requirements are:</p><ul><li>
Ability to work independently and efficiently from a home office environment</li><li>
High Speed Internet Service</li><li>
It is a requirement that employees work in a distraction free workplace</li></ul><p>
We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings</p><p><b>
Equal Opportunity Statement</b></p><p><i>
OCHIN is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.</i></p><p><i>
As an Equal Opportunity and Affirmative Action employer, OCHIN, Inc. does not discriminate on the basis of race, ethnicity, sex, gender identity, sexual orientation, religion, marital or civil union status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.</i></p><p><b>
#LI-Remote</b></p></div>

HEALTH CARE MANAGER, IT SERVICE DESK

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