What are the responsibilities and job description for the Manager, IT Operations position at Doctor On Demand?
Included Health is looking for an experienced IT Operations Manager to lead our IT Support team, own ITSM processes, and deliver exceptional service, within a multi-tered support model. Reporting to the Sr. Director of Technology Services, this critical role is responsible for the overall performance, stability, and security of our IT systems, with a strong focus on service delivery and vendor management.
Responsibilities :
- Tier 2 Support Management :
- Lead our Tier 2 IT Support team, ensuring they provide timely and effective technical support to end-users. This includes monitoring team performance, track key metrics, and identify areas for improvement.
- Manage our Tier 2 support processes and ticketing tool (JIRA Service Desk) including their continuous improvement.
- Oversee in-office support, executive support, company all-hands delivery.
- Tier 1 MSP Vendor Management :
- Be the primary contact for our Tier 1 Managed Service Provider (MSP) and ensure they are meeting agreed-upon Service level agreements and delivering value for money.
- Review performance metrics and identify opportunities to optimize the partnership.
- Negotiate contracts and manage vendor performance.
- Tier 3 Liaison :
- Be the liaison between the Tier 2 support team and our Tier 3 Service Delivery team and facilitate communication and collaboration between the two teams.
- Ensure seamless escalation of complex issues to Tier 3.
- Participate in service delivery meetings and provide feedback on areas for improvement.
- Escalation Management :
- Manage escalations from leadership across the organization, ensuring timely communication and resolution of issues.
- Prioritize escalations based on impact and communicate status to business partners.
- IT Process Ownership & Metrics :
- Manage key CIO processes, including Incident Management, Change Management, Request Management, and Asset Management.
- Define and track key performance indicators (KPIs) for each ITSM process.
- Report on performance against these metrics and identify areas for improvement.
- Ensure compliance with established IT policies and procedures.
- Continuous Improvement :
- Identify opportunities for process improvement and automation within the support structure and across IT operations.
- Implement best practices for IT operations management and service delivery.
- Stay current with the latest technologies and trends.
Qualifications and Requirements :
Physical & Cognitive Requirements :
Pay : The United States new hire base salary target ranges for this full-time position are : Zone A : $103,710 - $134,820 equity benefitsZone B : $114,081 - $148,302 equity benefitsZone C : $124,452 - $161,784 equity benefitsZone D : $134,823 - $175,266 equity benefitsThis range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry. Benefits & Perks : In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more : Remote-first culture401(k) savings plan through FidelityComprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)Paid Time Off ("PTO") and Discretionary Time Off (“DTO")12 weeks of 100% Paid Parental leaveFamily Building & Compassionate Leave : Fertility coverage, $25,000 for surrogacy / adoption, and paid leave for failed treatments, adoption or pregnancies.Work-From-Home reimbursement to support team collaboration home office workYour recruiter will share more about the salary range and benefits package for your role during the hiring process.
Salary : $25,000
