Regional IT Operations & Field Support Leader

NextGen Healthcare; Maryland; On-site; USD 130,000 - 180,000; Full time

Job summary

NextGen Healthcare is seeking an experienced Manager, Information Operations to lead regional field engineering and centralized support, overseeing onsite technical support, high-availability infrastructure, and clinical technology operations.

You will manage service desk performance, workforce planning, and remote client support across the DC area and Northern Virginia, ensuring SLAs are met and customer satisfaction remains high.

Qualifications

• Bachelor's degree required in a related field.
• 6+ years in IT support, systems administration or similar technical role.
• 2+ years in supervisory/management capacity; healthcare/EHR experience preferred.

Responsibilities

• Lead day-to-day operations of the Technical Support and Field Services teams.
• Monitor, report on service levels, response times and customer satisfaction metrics; implement corrective actions.
• Execute tactical plans and technical projects to meet SLAs, with VIP and Managed Services focus.
• Serve as escalation point for complex issues with clear communication to customers and stakeholders.
• Perform personnel functions: interviewing, hiring, onboarding, evaluating performance, and development.
• Collaborate with Managed Services, Application Support, Application Development and Systems Infrastructure teams.
• Coordinate with internal engineering groups, vendors, and client-facing teams for seamless integration.

Skills

Leadership

Staff Management

Project Management

SLA & Analytics

Technical Troubleshooting

Education

Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field

Tools

Windows Server

Active Directory

AWS

Azure

Microsoft 365

PowerShell

SAN

Virtualization

Monitoring tools

Job description

NextGen Healthcare is seeking an experienced Manager, Information Operations to lead regional field engineering and centralized support, overseeing onsite technical support, high-availability infrastructure, and clinical technology operations.

You will manage service desk performance, workforce planning, and remote client support across the DC area and Northern Virginia, ensuring SLAs are met and customer satisfaction remains high.