IT Technology Support Manager

Lorain County Health & Dentistry•Lorain, OH

14h•Onsite

About The Position

The IT / Technology Support Manager is responsible for the overall management, coordination, and operational effectiveness of technology services across Lorain County Health & Dentistry. The role provides leadership for technology support functions, supervises technology support staff, coordinates activities with the Managed Service Provider (MSP), and ensures the reliable, secure, and efficient operation of information systems supporting patient care and business operations. It provides departmental leadership, strategic oversight, project coordination, staff supervision, vendor management, budgeting support, and technology governance. The manager oversees technology operations across all LCH&D locations, technology vendors and the MSP, implementation projects, cybersecurity and compliance activities, and EHR support operations. The position also assists with technology budgeting and asset management and serves as a technology advisor to organizational leadership. Travel between facilities is required.

Requirements

Associate degree in Computer Science, Network Engineering, or a comparable field required.
Minimum of two years of IT support, help desk, or technology support experience required.
Microsoft 365 Fundamentals.
Strong troubleshooting and problem-solving skills.
Knowledge of Microsoft 365 applications.
Understanding of basic networking concepts, workstation support, and device management.
Excellent communication and customer service skills, including the ability to explain technical concepts to non-technical users.
Ability to prioritize multiple projects and support requests.
Ability to work independently and collaboratively in a healthcare environment.
Extensive use of a computer and telephone; ability to lift supplies and equipment up to 50 pounds and to crawl, kneel, and crouch under desks.
Travel between facilities is required.

Nice To Haves

Bachelor’s degree preferred.
CompTIA A+ preferred.
CompTIA Network+ preferred.
Other relevant technical certifications are a plus.
Experience supporting Microsoft 365 environments preferred.
Experience in healthcare, community health centers, FQHCs, or medical practices strongly preferred.
Experience supporting EHR/EMR systems preferred.
Knowledge of HIPAA privacy and security requirements preferred.

Responsibilities

Supervise, coach, and evaluate the Systems & Security Support Associate and NextGen Support Specialist.
Establish departmental goals, priorities, and performance expectations; coordinate workload assignments and ensure timely completion of support requests, projects, and activities.
Develop and maintain technology policies, procedures, and standards, and serve as the primary technology advisor to organizational leadership.
Participate in strategic planning and technology initiatives and promote customer service and responsiveness throughout the technology department.
Oversee daily technology support operations across all LCH&D locations, monitor service levels, and ensure timely incident resolution.
Oversee hardware and software deployment, maintenance, replacement, user account administration, access management, equipment inventories, and technology lifecycle management.
Monitor system performance and operational reliability with internal staff and the MSP, and support business continuity planning and processes.
Act as the primary liaison with external technology vendors and coordinate MSP work related to infrastructure, cybersecurity, servers, cloud services, backups, and advanced technical support.
Escalate and monitor complex technology issues through resolution, evaluate vendor performance, and assist leadership in evaluating solutions, contracts, and service agreements.
Lead and coordinate technology implementation projects, upgrades, deployments, migrations, and initiatives; help departments evaluate technology needs and operational improvements; and support completion on time and within budget.
Oversee cybersecurity awareness and security initiatives; ensure compliance with HIPAA Security Rule requirements and organizational security standards; and coordinate risk assessments, audits, remediation, and compliance reporting.
Collaborate with the Systems & Security Support Associate on access control, security awareness training, and security monitoring, and coordinate incident response and remediation with the MSP and leadership.
Oversee EHR support operations performed by the NextGen Support Specialist and partner with clinical and operational leadership on technology and EHR priorities.
Coordinate complex EHR issue resolution with vendors and support partners, and support EHR optimization, reporting, workflow improvements, and user adoption.
Assist with annual technology budgeting and planning, monitor expenditures and purchasing, evaluate replacement schedules, and maintain visibility into licenses, warranties, subscriptions, and inventories.
Provide recommendations regarding future technology investments.
Travel between facilities, participate in committees and provide service-improvement feedback as directed, and attend relevant professional activities, trainings, seminars, and meetings as directed.