Operations Manager

Veterans EZ Info Inc; Jackson (MS); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401k with Employer Match

PTO + Federal Holidays

Corporate Laptop

Training opportunities

Remote Opportunity

Job summary

VetsEZ is seeking an Operations Manager to support a remote role with required travel to Mississippi, backing the implementation and operation of a statewide Health Information Exchange and the development of a Health Data Utility. The role will oversee HIE service delivery, help desk operations, incident coordination, and day-to-day performance.

The candidate should reside in the continental US and bring strong healthcare IT operations leadership experience to ensure project success.

Qualifications

• Must hold a bachelor’s degree in a related field.
• 8+ years of relevant healthcare IT operations experience.
• Experience managing help desk activities and incident/service-request processes.
• Ability to manage service levels, reporting, vendors, and escalations.
• Understanding of clinical access and safeguarding sensitive information.

Responsibilities

• Oversee daily HIE operations, staffing, schedules, and service priorities.
• Lead help desk services, user support, ticket triage, and request management.
• Coordinate production incidents, escalations, root-cause analysis, and communications.
• Manage handoffs with technical service providers for after-hours support.
• Monitor SLAs, risks, trends, and improvement actions.
• Maintain operating procedures and recurring performance reports.
• Take on additional tasks to support project success.

Skills

Healthcare IT operations

Help desk leadership

Incident coordination

Service delivery management

Cross-team coordination

Vendor management

Customer communication

Education

Bachelor’s degree in business, health administration, information systems, or related field

Job description

VetsEZ is seeking an Operations Manager for a remote opportunity with required travel to Mississippi supporting the implementation and operation of a statewide Health Information Exchange (HIE) and the development of a Health Data Utility (HDU). This role will manage HIE service delivery, help desk operations, incident coordination, and day-to-day operational performance. This opportunity is contingent upon contract award.

This is a remote position with required travel to Mississippi. The candidate must reside within the continental US.

Responsibilities

• Manage daily HIE operations, staffing coordination, schedules, and service delivery priorities.
• Lead help desk services, user assistance, ticket triage, account support, and service-request management.
• Coordinate production incidents, monitoring escalations, root-cause follow-up, and user communications.
• Manage handoffs with technical service providers for advanced support and after-hours monitoring.
• Monitor service levels, operational risks, support trends, and improvement actions.
• Maintain operating procedures, support knowledge resources, and recurring performance reports.
• Take on additional tasks and responsibilities as needed to support team objectives and ensure the success of the project.

Requirements

• Bachelor’s degree in business, health administration, information systems, or a related field.
• 8+ years of relevant experience, with demonstrated experience across the responsibilities outlined above.
• Experience managing healthcare IT operations, application support, or managed technology services.
• Experience leading help desk activities and coordinating incident and service-request processes.
• Ability to manage service levels, operational reporting, vendors, and cross-team escalations.
• Understanding of clinical application access, user support, and sensitive information handling.
• Strong planning, customer communication, troubleshooting coordination, and process improvement skills.

Additional Qualifications

• HIE, EHR, or clinical portal operations experience.
• ITIL, PMP, or comparable service management credential.
• Experience transitioning healthcare implementations into ongoing operations.

Security Clearance Requirements

• U.S. Citizenship is required.
• All selected candidates must successfully complete a background check.
• Ability to obtain and maintain a Government/Public Trust clearance, including required fingerprinting, when required for the position.

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training opportunities
• Remote Opportunity

VetsEZ is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.