IT Manager

HOPCo; Jacksonville (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

HOPCo seeks an IT Manager to serve as a hands-on leader for on-site IT operations across multiple locations. You will balance technical leadership with people management across geographically dispersed staff, ensuring uptime and service performance for all markets.

This client-facing leadership role requires building relationships with site staff and clinical leaders, protecting uptime, and representing Hopper professionally at every location in assigned markets.

Qualifications

• IT leadership and people management experience.
• Experience coordinating multi-site IT operations.

Responsibilities

• Lead Tier 1 and Tier 2 on-site IT support for endpoints, peripherals, clinical workstations, printers, telephony and conference equipment.
• Serve as escalation point for on-site incidents affecting clinic operations and schedules.
• Set response/resolution expectations for each location and enforce standards and escalation paths across markets.
• Build and maintain technician coverage schedules across multiple sites, including on-call rotation and backfill.

Job description

The IT Manager serves as the escalation point for on-site incidents, manages technician coverage and scheduling across multiple locations, and partners with the Service Desk, Infrastructure, Security, Applications, and Project Management teams to resolve issues that cross team boundaries. This role balances hands-on technical leadership, people management of geographically distributed staff, and accountability for service performance in each market.

This is a client-facing leadership role. The IT Manager builds working relationships with practice administrators, clinical leaders, and site staff, protects clinic and procedural uptime, andrepresentsHopper professionally at every location within the assigned markets.

ESSENTIAL FUNCTIONS

• Lead Tier 1 and Tier 2 on-site support for endpoints, peripherals, clinical workstations, printers, telephony and conference equipment, and hands-on network closet work.
• Serve as the escalation point for on-site incidents affecting clinic operations, procedural schedules, or patient throughput.
• Set response and resolution expectations for each supported location and hold technicians accountable to them.
• Establish and enforce consistent on-site standards, runbooks, checklists, and escalation paths across all markets.

Coverage, Scheduling & Market Operations

• Build andmaintaintechnician coverage schedules across assigned locations, including multi-site routing, on-call rotation, and holiday and PTO backfill.
• Match staffing levels to site volume, clinic hours, procedure schedules, and service commitments, and escal…