IT Operations Manager: Lead IT Services & EDI

MedWatch; Florida; Hybrid; USD 105,000 - 110,000; Full time

Job summary

MedWatch is seeking an IT Operations Manager to lead day-to-day IT operations, including help desk support, application support, service delivery, incident management, and operational technology administration. You will supervise staff, set priorities, and ensure service delivery aligns with organizational needs.

Reporting to the VP of Technology, you will collaborate across IT, Development, Cybersecurity, Data Analytics, and Infrastructure to drive operational excellence in a regulated

Qualifications

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Administration, Technology Management, or a related field required; equivalent combination of education and relevant experience may be considered.
• Additional education or training in IT service management, systems administration, cybersecurity, cloud technologies, project management, leadership, or healthcare technology operations is desirable.

Responsibilities

• Leads day-to-day IT operations, including help desk support, application support, service delivery, incident management, and operational technology administration.
• Ensures support requests, incidents, and operational issues are managed, prioritized, communicated, and resolved in accordance with established service expectations.
• Serves as the primary escalation point for operational technology issues affecting users, applications, systems, or business processes.
• Establishes and maintains operational procedures, support standards, documentation, and service delivery metrics.
• Monitors operational performance and identifies opportunities to improve efficiency, service quality, and user experience.
• Ensures operational activities support departmental priorities established by the Vice President of Technology.
• Directly supervises Help Desk, EDI, and other IT operational support personnel as assigned.
• Provides leadership, mentoring, coaching, and performance management to support employee growth and development.
• Establishes performance expectations and promotes accountability, customer service excellence, and continuous improvement.
• Supports recruitment, onboarding, training, succession planning, and professional development activities.
• Ensures appropriate staffing coverage, workload distribution, and resource allocation to meet operational needs.
• Oversee administration and support of assigned business technology platforms, including Microsoft 365, Adobe, RingCentral, AskNicely, NICE inContact, and other enterprise applications.
• Maintains responsibility for licensing, user provisioning, access management, and configuration governance for assigned platforms.
• Serves as the escalation point for complex business systems issues and coordinates resolution with internal staff, vendors, and service providers.
• Evaluates business system performance and recommends improvements to increase reliability, efficiency, and user adoption.
• Coordinates software licensing renewals, vendor relationships, and operational support requirements for assigned platforms.
• Oversee day-to-day EDI operations, client onboarding activities, implementation coordination, testing efforts, and production readiness.
• Directly supervises EDI support resources and serves as the escalation point for implementation and transaction-processing issues.
• Ensure EDI implementations, file modifications, and operational changes are completed accurately and within established timelines.
• Coordinates activities between clients, IT operations teams, vendors, development resources, and business stakeholders to support successful implementation outcomes.
• Monitors implementation progress, operational readiness, issue resolution, and post-implementation support activities.
• Serves as the primary escalation point for application support, reporting, workflow, and operational technology issues.
• Oversees support processes for proprietary software applications and business systems to ensure effective issue resolution and user support.
• Provides guidance and oversight for reporting requests, data validation efforts, and reporting-related troubleshooting activities.
• Serves as an escalation resource for SQL-based reporting solutions, Crystal Reports development, and reporting data requirements when necessary.
• Ensures appropriate triage and escalation of issues to Development, Cybersecurity, Infrastructure, Data Analytics, vendors, or other resources as required.
• Identifies recurring issues, process gaps, and operational risks and develops recommendations for improvement.
• Participates in administration and support of the organization's Azure environment in collaboration with the Vice President of Technology, Network Administrator, and managed service providers.
• Supports management of cloud services, identity systems, access controls, monitoring, and operational maintenance activities.
• Acts as a consulted stakeholder for infrastructure planning, operational changes, technology projects, and service improvements.
• Coordinates operational support activities involving infrastructure resources and external technology partners.
• Supports business continuity, disaster recovery, and incident response activities as assigned.
• Partners with the Vice President of Technology to promote effective collaboration between IT Operations, Development, Cybersecurity, Data Analytics, and Infrastructure teams.
• Coordinates operational readiness, communication, support planning, and adoption activities for technology initiatives.
• Helps align operational priorities and resource needs with departmental and organizational objectives.
• Communicates operational risks, challenges, recommendations, and improvement opportunities to technology leadership.
• Supports execution of departmental goals and strategic initiatives established by the Vice President of Technology.
• Assists with planning, monitoring, and management of operational technology expenditures.
• Reviews and approves vendor invoices, purchases, and technology-related expenses as assigned.
• Participates in vendor management activities and supports contract administration efforts.
• Performs other duties as assigned by the Vice President of Technology or Chief Operations and Technology Officer.
• Adheres to all company policies and procedures.

Skills

IT operations

Team leadership

Incident management

Customer service

Microsoft 365 administration

Azure administration

Identity management

SaaS management

Education

Bachelor's degree in IT/related field

Tools

Microsoft 365

Azure

Crystal Reports

SQL databases

RingCentral

NICE inContact

Adobe

Job description

MedWatch is seeking an IT Operations Manager to lead day-to-day IT operations, including help desk support, application support, service delivery, incident management, and operational technology administration. You will supervise staff, set priorities, and ensure service delivery aligns with organizational needs.

Reporting to the VP of Technology, you will collaborate across IT, Development, Cybersecurity, Data Analytics, and Infrastructure to drive operational excellence in a regulated