IT Operations Lead

Omega Healthcare Management Services Pvt. Ltd.; Denver (CO); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision coverage

401(k) with match

Paid time off

Holiday pay

Bonus programs

Job summary

Omega Healthcare Management Services is seeking an IT Operations Lead to own day-to-day delivery of VDI and end-user computing support across global revenue cycle operations. You will supervise a distributed L2/L3 team, manage incidents, and ensure security baselines and PHI handling compliance.

You will partner with Infrastructure and Cybersecurity, drive patching cadence, automation, and vendor coordination, while reporting performance metrics to executive stakeholders.

Qualifications

• 8+ years of L2/L3 infrastructure, end-user computing, or enterprise remote-support experience.
• 2+ years leading or supervising a technical support team.
• Hands-on AWS WorkSpaces/AWS VDI and/or Azure Virtual Desktop experience.
• Strong Windows 10/11 troubleshooting, imaging, patching, and deployment.
• Knowledge of networking and identity services: DNS, DHCP, VPN, AD/Entra ID.
• Experience running major incidents and RCA processes; familiarity with ITIL/ITSM.

Responsibilities

• Lead, schedule, and coach a distributed L2/L3 VDI and EUC team across 24x7 operations.
• Own service-level performance for VDI/EUC support queues and report weekly.
• Act as major-incident commander for outages and coordinate vendor engagements.
• Set and enforce runbooks, baselines, and change reviews before production.
• Partner with Infrastructure and Cybersecurity on patch cadence and BYOD security.
• Manage onboarding, training, and cross-training across cloud VDI platforms.
• Oversee L3 escalations across AWS WorkSpaces, Azure Virtual Desktop, and Windows 11.
• Ensure security baselines, MFA, and endpoint protection compliance.

Skills

AWS WorkSpaces

Azure Virtual Desktop

Windows 11

Windows 10

AD/Entra ID

MFA

EDR

IAM

DNS

VPN

ITIL

ITSM

Major incidents

Vendor management

Job description

The IT Operations Lead is responsible for owning day-to-day delivery of virtual desktop and end-user computing support for global healthcare revenue cycle operations. The role combines L3 technical depth with front-line leadership of a distributed L2/L3 support team across managed and BYOD environments and acts as the operational bridge between Client IT/EUS, Infrastructure, and Cybersecurity.

Essential Job Functions

Lead, schedule, and coach a distributed team of L2/L3 VDI and end-user computing engineers supporting 24x7, multi-site operations; own shift coverage, on-call rotation, and escalation paths.

Own service-level performance for the VDI/EUC support queue: MTTR, first-contact resolution, backlog aging, and client-facing SLA adherence; report weekly to the Client IT/EUS leader.

Act as major-incident commander for VDI, identity, and endpoint outages: run the bridge, drive vendor engagement, own stakeholder communication, and sign off RCA and corrective actions.

Set technical standards for the team: runbooks, knowledge articles, image and configuration baselines, and peer-review of changes before they reach production.

Build team capability through hiring input, onboarding, skills mapping, and cross-training across AWS WorkSpaces , Azure Virtual Desktop, and Windows 11 platforms.

Partner with Infrastructure and Cybersecurity leads on patch cadence, vulnerability remediation, and secure BYOD policy; translate security requirements into operational practice for the team.

Represent the support function in client onboarding, audits, and TPRM/HIPAA evidence requests; ensure PHI-handling controls are followed and evidenced.

Oversee L3 technical escalations, ensuring complex performance, authentication, and endpoint issues are resolved across AWS WorkSpaces , Azure Virtual Desktop, and Windows 11 environments.

Ensure all managed and BYOD endpoints strictly adhere to security baselines, MFA, endpoint protection, and HIPAA/PHI data handling requirements.

Regularly participates in virtual meetings, training, coaching, audits, and other work-related interactions using Company-approved collaboration technology, including audio and video, as required by Company or client.

Performs duties in compliance with Company’s policies and procedures, including but not limited to those related to HIPAA and compliance.

Key Success Indicators/Attributes

Maintaining high availability, low latency, and optimal performance for AWS WorkSpaces /AWS VDI and Azure Virtual Desktop environments across multi-site operations.

Achieving low Mean Time to Resolution (MTTR) for L2/L3 support tickets involving authentication, profiles, printing, and endpoint connectivity.

Ensuring zero critical vulnerabilities across endpoints, maintaining robust BYOD access controls, and strictly upholding HIPAA and PHI data handling requirements.

Demonstrating measurable improvements in troubleshooting workflows, endpoint imaging, patching cadences, and ticket deflection through automation or AI-assisted tooling.

Delivering effective vendor management, clear root-cause analysis (RCA) reporting, and high-quality knowledge-article development to empower support teams.

Required Education and Experience

8+ years of L2/L3 infrastructure, end-user computing, virtual desktop, or enterprise remote-support experience, including 2+ years leading or supervising a technical support team (shift lead, team lead, or equivalent).

Hands-on expertise with AWS WorkSpaces /AWS VDI and/or Azure Virtual Desktop ; experience with both is strongly preferred.

Strong Windows 10/11 troubleshooting, endpoint management, imaging, patching, application deployment, and configuration-policy experience.

Working knowledge of networking and identity services: DNS, DHCP, VPN, Active Directory/Entra ID, routing, and firewall/proxy fundamentals.

Practical understanding of EDR, MFA, IAM, endpoint security, and secure BYOD controls in a regulated (HIPAA/PHI) environment.

Demonstrated experience running major incidents, vendor escalations, and RCA processes; familiarity with ITIL practices and ITSM tooling.

Proven ability to manage SLAs and queue metrics, give clear performance feedback, and communicate diagnosis, resolution, and prevention to technical and non-technical stakeholders.

Preferred Education and Experience

Prior experience working in healthcare IT, HIPAA-regulated environments, or revenue cycle operations.

Working knowledge of PowerShell or Python for endpoint automation, which bridges the gap toward modern infrastructure efficiency.

Experience supporting offshore or follow-the-sun teams is a plus.

Supervisory Responsibility

None required.

This job operates in an office environment. This role routinely uses standard office equipment such as computers and phones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

Stationary Position: Must be able to remain at a desk for prolonged periods for most of the workday.

Operating Equipment: Constantly operates a computer, keyboard, mouse, and telephone/headset, including frequent repetitive hand/wrist motions for typing and prolonged periods of screen viewing and virtual communication.

Visual Requirements: Requires close visual acuity to view computer screens, read documents, and analyze data.

Cognitive Focus: Sustained concentration for problem-solving and task management, including ability to maintain concentrated attention to detail to ensure coding accuracy and compliance

Frequently communicates with coworkers and clients via speech and hearing.

Movement: Occasionally stands, walks, or reaches to access office equipment, files, or supplies. Light lifting of up to 10 pounds may occasionally be required.

Position Type

This position can be full-time or part-time as determined by the job requisition for the specific client assignment to which the employee is assigned.

Expected Hours of Work

Days and hours of work will depend on the specific client assignment to which the employee is assigned. This position may require long hours and weekend work to support Company or client needs.

Travel

Travel required both domestically and to our international offices in both India and the Philippines; up to 15%

Preferred Education and Experience

None

Required Skills

• AWS
• DNS
• IAM
• endpoint automation
• python
• windows 10
• windows 11

About Us

Founded in 2003, Omega Healthcare Management Services (Omega Healthcare) empowers healthcare to thrive via intelligent solutions that optimize revenue cycle operations, administrative workflows, care coordination, and clinical research on a global scale. The company works with providers, payers, life science companies, medical device manufacturers, health technology firms, researchers, and industry partners to amplify teams with robust technology, specialty expertise, and operational support. Omega Healthcare serves more than 350 healthcare organizations with 35,000 skilled workers in the United States, India, Colombia, and the Philippines. For more information, visit www.omegahms.com

We offer a comprehensive benefits package that may include health, dental, and vision coverage, voluntary insurance options, a 401(k) plan with employer match, professional development opportunities, paid time off, and holiday pay. Eligible employees may also have the opportunity to participate in bonus programs, commissions, or other variable incentive plans. Benefits and incentive eligibility may vary based on position, location, and tenure.

AAP/EEO Statement

Omega Healthcare is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, protected veteran status, and genetic information, or any other basis protected by applicable law. Omega Healthcarealso prohibits harassment of applicants or employees based on any of these protected categories.

Omega Healthcare makes reasonable accommodations when needed for applicants and candidates with disabilities or religious observances. If reasonable accommodation is needed to participate in the job application, interview, or any other part of the hiring process, please contact Human Resources at [e-mail] .