IT Support Operations Technical Manager- Lead

Somatus; McLean (VA); Hybride; USD 125 000 - 140 000; Plein temps

Avantages offerts par ce poste

Subsidized personal healthcarecoverage

Paid Time Off

Professional development: CEU andtuItu

Résumé du poste

Somatus is seeking an IT Support Operations Technical Manager to lead the escalation of complex endpoint and identity issues, while ensuring reliable performance of Microsoft 365, Entra ID, and Intune across the enterprise. The role guides 10 IT support staff, develops standards, and coordinates cross-functional resolution with Infrastructure and Security teams.

The position is hybrid, requiring regular onsite attendance as directed by management.

Qualifications

• 7+ years of progressive, hands-on experience in enterprise systems administration, network administration, Microsoft cloud administration, identity and access management, endpoint engineering, infrastructure operations, or complex enterprise technical support.
• Experience leading technical incident-resolution efforts and root-cause analysis in a distributed enterprise environment.
• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, MIS.

Responsabilités

• Serve as senior escalation point for complex IT incidents involving endpoints, M365, Entra ID, and VPN access.
• Provide advanced escalation support for device imaging, enrollment, and Duo MFA enrollment.
• Develop and maintain technical standards, SOPs, and troubleshooting guides.
• Coordinate resolution across IT Support, Infrastructure, Security, Applications, and external providers.
• Mentor ~10 IT support professionals and drive knowledge transfer.

Connaissances

Advanced communication

Customer service orientation

Independent work

Formation

Bachelor's degree in Computer Science, Information Technology, Computer Engineering, MIS

Outils

Microsoft 365

Microsoft Entra ID

Microsoft Intune

Identity and access management

PowerShell scripting

ServiceNow

Jira Service Management

Description du poste

How We Show Up for Our Patients:

As a leading provider of outcomes-driven care for individuals and communities living with chronic conditions, Somatus is helping patients across the country enjoy More Healthy Days at Home™.

Care at Somatus goes beyond treatment. Through a whole-person approach, we deliver outcomes-driven integrated care and show up #SomatusStrong for our patients and teammates. We partner closely with health plans, health systems, and provider groups to support patients with, or at risk of developing, cardio, kidney, metabolic, or other chronic conditions.

We hire the brightest and boldest — talent driven by purpose and impact. Since our founding in 2016, our growth trajectory isn’t just a milestone — it’s a signal. Our leadership values culture and leads with intention as we remain dedicated to driving clinical excellence.

Does this sound like you? Keep reading.

How We’ll Support You: We offer 25+ health, growth, and wealth work perks to help teammates be the best version of themselves, including:

• Subsidized personal healthcare coverage: Medical, Dental & Vision, plus Wellness programs
• Paid Time Off: Flexible PTO
• Professional development: CEU and tuition reimbursement

How You'll Make an Impact:

The IT Support Operations Technical Manager is a hands-on senior technical individual contributor responsible for the administration, maintenance, availability, and support of Microsoft 365, Microsoft Entra ID, Microsoft Intune, endpoint technologies, identity and access services, and related IT support platforms. The position serves as the senior technical escalation point for complex endpoint deployment and access issues, including laptop setup, device imaging, enrollment, configuration, and Duo multi-factor authentication setup. It also provides advanced technical escalation and resolution coordination for complex issues involving enterprise systems, network services, servers, VPN solutions, backup systems, and related IT infrastructure.

The position provides technical leadership for the reliability and operational performance of assigned technologies without direct personnel-management authority. It provides technical guidance, mentorship, and knowledge transfer to approximately 10 IT support professionals.

This position is designated as a hybrid role and requires regular onsite attendance as required by your manager. The Company reserves the right to modify work location requirements, schedules, and remote work arrangements at any time.

Core Technical Administration

• Administer Microsoft 365, Microsoft Entra ID, Microsoft Intune, Exchange Online, Teams, SharePoint, and related enterprise cloud services.
• Configure and maintain Conditional Access, multi-factor authentication, security groups, administrative roles, identity-governance controls, role-based access, and user-lifecycle processes.
• Configure and maintain device-compliance policies, endpoint-security baselines, application deployments, device configurations, and operating-system update policies.
• Diagnose and resolve complex synchronization, authentication, device-enrollment, compliance, application-deployment, collaboration-platform, and access issues.

Network, Systems, and Infrastructure

• Provide technical guidance and escalation support for enterprise networks, operating systems, servers, VPN platforms, backup systems, and related infrastructure technologies, coordinating with Infrastructure, Security, vendors, and other technical teams to resolve complex issues.
• Coordinate the diagnosis and resolution of complex network, connectivity, authentication, availability, and infrastructure issues and assist responsible technical teams with incident analysis and corrective actions.
• Provide technical input and escalation coordination for infrastructure upgrades, patches, configuration changes, backup and restoration activities, disaster recovery, and service-continuity procedures.

IT Support, Technical Escalation, and Enablement

• Serve as the senior escalation point for complex or high-impact IT support incidents involving user endpoints, Microsoft 365, Microsoft Entra ID, Microsoft Intune, VPN access, authentication, connectivity, and enterprise applications.
• Provide advanced escalation support for complex laptop setup, device imaging, endpoint enrollment and configuration, application deployment, Duo multi-factor authentication enrollment, and related access or provisioning issues.
• Provide advanced troubleshooting and resolution support for escalated incidents and service requests affecting corporate, remote, and executive users.
• Own escalated incidents through resolution, ensuring accurate diagnosis, clear communication, timely coordination, root-cause documentation, and preventive actions.
• Provide advanced technical guidance, mentorship, and knowledge transfer to approximately 10 IT support professionals.
• Develop and maintain technical standards, knowledge articles, standard operating procedures, configuration documentation, and troubleshooting guides.
• Coordinate technical issue resolution across IT Support, Infrastructure, Security, Applications, business stakeholders, and external service providers.
• Support onboarding and ongoing development of IT Support staff through knowledge sharing and coaching.
• Help improve first-contact resolution and reduce repeat incidents through feedback and training
• Serve as a stabilizing presence during outages, service disruptions, or critical incidents.

Process Improvement & Cross-Functional Collaboration

• Identify trends, recurring issues, and service gaps; participate in root-cause analysis and long-term remediation.
• Participating in IT initiatives focused on service maturity, automation, and operational excellence.
• Balance user experience with security, compliance, and HIPAA requirements

Operational Excellence

• Ensure adherence to Somatus IT standards, security policies, and regulatory requirements.
• Support relevant service-performance measures, including availability, incident resolution, SLA adherence, change success, backlog health, and customer satisfaction.
• Provide insight and recommendations to IT leadership on risks, trends, and improvement opportunities.
• Contribute to a culture of accountability, teamwork, and continuous improvement.

How You'll Strengthen Our Team:

Qualifications:

• 7+ years of progressive, hands-on experience in enterprise systems administration, network administration, Microsoft cloud administration, identity and access management, endpoint engineering, infrastructure operations, or complex enterprise technical support.
• Demonstrated experience serving as a senior technical escalation point, technical lead, or subject-matter expert in a distributed enterprise environment.
• Experience leading technical incident-resolution efforts, root-cause analysis, and permanent corrective-action initiatives.
• A minimum of a bachelor’s degree (or foreign equivalent) in Computer Science, Information Technology, Computer Engineering, Management Information Systems (MIS).

Preferred Qualifications:

• Experience in healthcare or other regulated environments.
• Information Technology Service Management (ITSM) Certification and ITIL Foundation 4.0 Certification (ITIL Expert or ITIL 4 Managing Professional strongly preferred).

Knowledge, Skills, and Abilities:

• Advanced knowledge of ServiceNow, Jira Service Management, or a comparable IT service-management platform
• Expert-level technical knowledge and configuration experience with Microsoft Entra ID, Microsoft 365, Microsoft Intune, identity and access management, and PowerShell scripting and automation
• Excellent verbal and written communication skills, including experience supporting senior leaders. Strong customer service orientation
• Ability to work independently while contributing to a collaborative, mission-driven team

Compensation:

$125,000 to $140,000 per year

We offer competitive compensation that reflects market conditions and recognizes the skills, experience, and contributions of our team members. Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, experience, and geographic location and may fall outside of the range shown above. In addition, this position may be eligible for a discretionary performance-based bonus in accordance with the Company’s applicable incentive compensation plans.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, and activities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Our Commitment to Diversity:

At Somatus, we celebrate what makes us unique — our people. We believe that a culture intentionally built to foster and support our unique passions, experiences, and perspectives helps fuel us in the pursuit of our mission.

Somatus, Inc. provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law. Discrimination of any type will not be tolerated.