Technical Operations Manager

LocumTenens.com; Alpharetta (GA); On-site; USD 100,000 - 220,000; Full time

Job summary

LocumTenens.com is seeking a Technical Operations Manager in Georgia to oversee technical support for telemedicine. This role entails managing hardware, leading a team, and engaging in strategic planning. Candidates should have technical support experience and a background in related education. The position offers a dynamic work environment focused on enhancing technology services.

Qualifications

• Minimum HS Diploma/GED with 3-5 years experience or 6+ years related experience.
• Prior team management experience preferred.

Responsibilities

• Provides Tier Level 1 and Tier Level 2 support and manages after-hours on call support.
• Ensures the inventory is stored securely and manages technology assets.
• Directs team members' work and evaluates their performance.

Skills

Technical support

Remote PC management

Problem-solving

Customer focus

Interpersonal skills

Education

BS/BA in related discipline or HS Diploma/GED with 3-5 years experience

Tools

Microsoft Word

Microsoft Excel

Salesforce

Job description

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The Technical Operations Manager will be responsible for providing technical support to remote physicians and clients. The role provisions and deploys hardware to facilitate telemedicine engagements, interfaces with physicians and clients on a regular basis, orders equipment and ensures compliancy with telemedicine rules and regulations. The Technical Operations Manager also provides mentorship, guidance, and problem-solving expertise to technical operations specialist team, directs their day-to-day work, and evaluates their annual performance. The role regularly reports status and escalates issues to supervisor and senior staff (as directed). The role will also be responsible for providing technical support for other LT products and services (as requested) and will train the telehealth team how to provide this additional support as well.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

Managing LT Hardware and Providing Technical Support for LT Software - 75%

• Provides Tier Level 1 (First Call) and Tier 2 (Second Call and/or Escalation) support during normal business hours and manages (and participates in) the afterhours on call support schedule to ensure that 24x7 coverage exists.
• Configures, provisions, and deploys hardware and tracks inventory.
• Ensures the inventory is stored and handled securely per company, department, and relevant compliance policies.
• Prepares equipment and configures required security protocols
• Manages and provisions technology assets.
• Provides training to internal and external Telemedicine users (as needed)

Strategic Planning and Reporting - 15%

• Engages in scoping discussions, hardware and resource planning
• Periodically monitors industry hardware pricing trends and supply chain flow to ensure hardware availability at the best cost.
• Regularly and consistently monitors, records, and reports on the operational metrics (KPIs) of the team and how they are performing as well as tracking and reporting on customer metrics. Reports status and escalates issues to VP of Technology.
• Recommends new asset tracking and management strategies, processes, and “better ways of doing things” in accordance with industry best practices.
• Assists the VP of Technology with budget tracking, planning, and execution to stay at or below budget.

Team Management - 10%

• Directs the individual team members work on a daily basis. Evaluates team member’s performance throughout the year and gives annual performance reviews. Make recommendations on salary increases and bonus awards to VP of Technology.
• Provides mentorship, regular coaching, guidance, and problem-solving assistance to team.

SECONDARY FUNCTIONS (IF APPLICABLE)

• Will provide technical support for other LT products and services (as requested)
• May work on special projects or other duties as assigned

SUPERVISORY/BUDGETARY/EXTERNAL COMMUNICATION RESPONSIBILITY

• Directly manages a team of 1 or more exempt direct reports
• Assists with budget tracking and planning
• Frequently communicates with clinicians, clients, external vendors, and service providers

QUALIFICATIONS – EDUCATION, WORK EXPERIENCE, CERTIFICATIONS

• BS/BA in related discipline ideal or minimum HS Diploma/GED with generally 3-5 years of experience in related field. May substitute 6+ years of related field experience in place of undergrad.
• Prior team management experience preferred

KNOWLEDGE, SKILLS, AND ABILITIES

• Solid working technical knowledge of PC hardware, software, and peripherals
• Demonstrated technical support experience required
• Experience with remote PC management, provisioning, and asset tracking systems
• Willingness to learn new software and hardware systems and keep up recurrent training
• Ability to adhere to and exhibit the Company Values at all times
• Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Teams
• Working knowledge of Salesforce or relative CRM systems preferred
• Ability to effectively manage multiple competing priorities in a fast-paced environment
• Excellent communication skills - both oral and written
• Ability to build strong business relationships at all levels
• Strong interpersonal skills
• Strong attention to detail
• Strong organizational and time management skills
• Ability to work independently and collaboratively
• Solid critical thinking and creative problem-solving skills
• Ability to consistently meet goals, commitments, and deadlines
• Ability to work with sensitive information and maintain confidentiality

KEY COMPETENCIES REQUIRED

• Customer Focus Plans & Aligns Tech Savvy Ensures Accountability Manages Complexity Develops Talent Action Oriented Builds Effective Teams Directs Work Communicates Effectively Drives Vision & Purpose Situational Adaptability

PHYSICAL, MENTAL, WORKING CONDITION, AND TRAVEL REQUIREMENTS

• Typical office environment - sedentary with typing, writing, reading requirements
• May be able to sit or stand
• Occasional scheduled after hours work required
• Speaking, reading, writing, ability to use a telephone and computer
• Ability to exert up to 20 lbs. of force occasionally
• Ability to interpret various instructions
• Ability to deal with a variety of variables under only limited standardization

This position description is not intended to be all inclusive or comprehensive; additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, it is possible requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Position descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

LocumTenens.com is an EEO/AA Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender, gender identity and expression, national origin, age, disability or protected veteran status. We celebrate diversity and are committed to creating an inclusive environment for all of our associates

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Information Technology

• Industries

  Staffing and Recruiting and Hospitals and Health Care

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