IT Support Manager
Carbon Health
IT, Customer Service
Multiple locations
Posted on Dec 27, 2024
About Carbon Health:
At Carbon Health, we are transforming healthcare by delivering cutting-edge technology and compassionate patient care. As we continue to scale rapidly, we need innovative IT leaders to ensure the tools and infrastructure are in place to support our employees and services. Our IT Support team is vital to enabling our clinical and operational teams to deliver high-quality care across diverse locations, both in-person and virtually.
Role Overview:
As the Manager of IT Support, you will lead a team responsible for providing frontline technical support to Carbon Health’s employees across all clinics, virtual environments, and corporate offices. This role is essential to ensuring our IT systems and services operate seamlessly, enabling Carbon Health’s ongoing expansion and ensuring the efficiency, security, and scalability of our healthcare services.
You will drive operational excellence through improving support workflows, reducing time to resolution, and optimizing tooling, while focusing on automation and self-service models. Your leadership will foster a culture of accountability and continuous improvement, aligning with our mission to provide world-class healthcare technology solutions.
You will drive operational excellence through improving support workflows, reducing time to resolution, and optimizing tooling, while focusing on automation and self-service models. Your leadership will foster a culture of accountability and continuous improvement, aligning with our mission to provide world-class healthcare technology solutions.
Key Responsibilities
- Leadership & Team Management: Lead and mentor a team of geographically dispersed Tier 1-3 IT Support agents to provide top-tier support to over 1,500 employees, ensuring they have the tools and access to perform their roles.
- Operational Excellence: Manage and enhance IT support workflows, focusing on ticket management, response time, and resolution rates. Drive continuous process improvements by integrating automation tools and improving documentation to reduce manual workloads.
- Service Delivery & Escalations: Oversee escalations for IT issues, ensuring fast resolution of critical incidents impacting all areas of business.
- Vendor Management: Manage relationships with key vendors, ensuring service-level agreements (SLAs) are met, selecting new vendors when necessary, and overseeing contract negotiations and key systems integrations.
- Cross-Department Collaboration: Work closely with Talent, HR, Security, and Privacy teams to ensure smooth onboarding, offboarding, account provisioning, and adherence to compliance standards across our entire SaaS catalog.
- Tool Optimization & Automation: Identify opportunities to implement self-service and automation tools that empower employees and reduce IT support requests, while ensuring service scalability as the company grows.
- IT Projects: Lead cross-functional IT projects that include system upgrades, tool rollouts, and infrastructure improvements. Ensure projects are delivered on time, within scope, and aligned with business needs.
- Reporting & Analytics: Provide regular reporting on IT support metrics, including ticket volume, resolution times, and user satisfaction. Use data to guide improvements in service and infrastructure performance.
Requirements
- 7+ years of IT experience, including managing IT support teams in dynamic, fast-paced environments. This role will be expected to be the SME for all escalated IT support requests.
- Proven expertise in supporting cloud-based environments, particularly Microsoft Azure, including virtual machine (VM) management, VPN setup, and optimization of geographically dispersed teams using cloud services.
- Strong hands-on experience with both macOS and Windows environments, managing device provisioning, troubleshooting, and patching across a mixed ecosystem of endpoints.
- Experience managing geographically dispersed teams, with a focus on remote access infrastructure (VPNs, VMs, etc.) to ensure secure and reliable connectivity for users in multiple locations.
- Expertise with Directory Services (e.g., Okta, Active Directory) for managing access controls and employee lifecycle management across a large, distributed workforce. Strong understanding of IAM workflows and zero-trust policies for identity management.
- Strong troubleshooting skills, with the ability to resolve complex IT issues such as network outages, application failures, and device management challenges, ensuring minimal disruption to operations.
- Healthcare industry experience is a plus, with an emphasis on regulated environments and compliance (e.g., HIPAA).
- Demonstrated ability to automate workflows, optimize IT processes, and implement tools that reduce manual interventions and improve service scalability.