Manager, IT Field Operations

Astera Cancer Care; Hackensack (NJ); On-site; USD 115,000 - 130,000; Full time

Job summary

OneOncology is seeking a Manager, IT Field Operations to lead the local IT team at partnered practices in New Jersey. You will oversee day-to-day IT support, manage projects with the central IT services team, and ensure high-quality, white-glove service to clinicians and staff.

The ideal candidate has 5+ years in tech support, 3+ years in IT leadership, and strong knowledge of AD, VMware, and Microsoft 365. Excellent communication and regulatory awareness (HIPAA) are essential for success.

Qualifications

• Bachelor's degree in information systems or healthcare field preferred.
• 5+ years of technology support experience.
• Healthcare IT exposure and regulatory awareness (HIPAA) advantageous.

Responsibilities

• Acts as liaison between practice stakeholders and IT support teams.
• Leads IT projects and daily support for the practice.
• Ensures high-quality customer service and incident resolution.
• Collaborates with central service delivery to standardize processes.

Skills

Leadership

Communication

Incident analysis

Problem management

Healthcare IT

HIPAA awareness

Critical thinking

Multitasking under pressure

Stakeholder management

Education

Bachelor's degree in information systems or healthcare related field

Tools

MS Servers

VMware

Remote Desktop Services

Active Directory

Group Policy

PowerShell

Microsoft 365

Zoom Phone

Job description

OneOncology is positioning community oncologists to drive the future of medical care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer and other diseases. Our team is bringing together leaders to the market place to help drive OneOncology’s mission and vision.Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, urology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of independent physicians and the patients they serve.Job Description:Role Summary:Manager, IT Field Operations will report to OneOncology’s Sr. Manager, IT Field Operations. As part of OneOncology’s technical support team, this role will act as an IT team leader for a partner practice of OneOncology. The Manager, IT Field Operations, is tasked with assuring excellent IT service while being customer-facing and must demonstrate unparalleled customer service. The Manager, IT Operations will lead the local IT department and projects in partnership with the OneOncology central IT services team. The role will be responsible for training, supporting, and leading the IT team supporting one of our partnered practices. This role will represent the OneOncology IT team and interface with practice stakeholders to ensure that IT service delivery to the practice is constantly developing and improving.This is a full-time position requiring on-site presence at various New Jersey locations depending on daily work assignments and projects.Responsibilities:Acts as a liaison between practice stakeholders and OneOncology technical support teams.Participates in timely communication and tracking when emergency or escalated issues arise.Leads and oversees technical projects in alignment with practice goals.Leads day-to-day components of IT support for the practice. This includes, but is not limited to, technical customer service, resolving escalated tickets, and other items related to practice IT operations and projects.Responds to and resolves requests for assistance with computer systems and provides superior customer support (“white glove”) experiences for users.Leads efforts to improve practice IT department processes and procedures in partnership with central service delivery team.Provide feedback and updates to practice leadership and other appropriate teammates from start through resolution of practice-wide technology issues and projects.Ensures service support processes, procedures, SLA’s, performance metrics and service quality align with central service team core processes.Coordinated with Director, IT Practice strategy to research, evaluate, recommend, and implement technology solutions.Serves as an extension of our IT technical project team for clinical technology projects, including but not limited to opening of new clinic locations, etc.Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.Required or Preferred Qualifications:Bachelor’s degree in information systems or healthcare related field is preferredAt least 5 years of progressively responsible work experience in technology support3+ years in IT leadership/managementHealthcare related experience a plusEssential Competencies:Strong communication skills, including the ability to communicate effectively in both written and verbal forms with all levels of practice employees and stakeholders, as well as peers and leadership within the OneOncology IT and service desk team.Experience as a technical leader providing proven solutions. Experience in healthcare a plus.An understanding of HIPAA or similar regulatory and security/privacy frameworks.An ability to think critically about systems and adjust as needed.Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support processAn ability to recognize service gaps and fill in as a utility player as necessary to complete work and resolve issuesStrong knowledge of hardware, software, and networkHigh level understanding of computer systems, telecommunications systems, security, network and systems administrationStrong knowledge of practice management principlesExcellent leadership and decision-making skillsStrong technical ability with working knowledge of MS Servers, SANs, Network InfrastructureAble to successfully multitask and prioritize service issues while working under pressureStrong knowledge of:Active Directory user and group maintenance tasksGroup Policy design, management and troubleshootingVirtual Environment Management, M365 management and administration, an understanding of various Microsoft Server and related products (VMWare, Remote Desktop Services, etc.)VOIP phone systems (Zoom Phone experience a plus)Experience with Powershell and/or other scripting/automation techniques is preferred.Attendance is an essential job function.Salary range:$115-130kThis job description does not contain a full listing of activities, duties or responsibilities required of this role. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.