IT TECHNOLOGY SUPPORT MANAGER

Lorain County Health & Dentistry•Lorain, OH

15h•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 leads the organization's technology support functions, supervises technology support staff, coordinates with the Managed Service Provider (MSP), and ensures reliable, secure, and efficient information systems that support patient care and business operations. The manager provides departmental leadership and strategic oversight, coordinates projects, supervises staff, manages vendor relationships, supports budgeting, and advances technology governance. The position works with organizational leadership and clinical and operational departments to plan and prioritize technology initiatives, including EHR support and optimization, cybersecurity, compliance, and operational improvements. It is onsite, Monday through Friday, 8:30 a.m. to 5:00 p.m., with travel between facilities required.

Requirements

Associate degree in Computer Science, Network Engineering, or a comparable field is required.
Minimum of two years of IT support, help desk, or technology support experience.
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.
Ability to meet the physical demands described, including extensive computer and telephone use, lifting equipment up to 50 pounds, and occasional crawling, kneeling, or crouching under desks.
Travel between facilities is required.

Nice To Haves

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

Responsibilities

Supervise, coach, and evaluate the Systems & Security Support Associate and NextGen Support Specialist.
Establish departmental goals, priorities, and performance expectations; coordinate workload and ensure timely completion of requests and projects.
Develop and maintain technology policies, procedures, and standards; advise organizational leadership and participate in strategic planning.
Promote customer service and responsiveness throughout the technology department.
Oversee daily technology support operations across all organizational locations and monitor service levels and incident resolution.
Oversee deployment, maintenance, and replacement of hardware and software; user accounts, access management, equipment inventories, and technology lifecycle management.
Coordinate with internal staff and the MSP to monitor system performance, operational reliability, and business continuity.
Serve as the primary liaison to external technology vendors and coordinate MSP work involving infrastructure, cybersecurity, servers, cloud services, backups, and advanced support.
Escalate and monitor complex technology issues through resolution; evaluate vendor performance and assist with evaluation of solutions, contracts, and service agreements.
Lead and coordinate technology implementations, upgrades, deployments, migrations, and other initiatives, ensuring completion on time and within budget.
Assist departments in evaluating technology needs and operational improvements; support implementation and optimization of organizational systems.
Oversee cybersecurity awareness and security initiatives; ensure compliance with HIPAA Security Rule requirements and organizational security standards.
Coordinate security risk assessments, audits, remediation, compliance reporting, and incident response with the Systems & Security Support Associate, MSP, and organizational leadership.
Oversee EHR support operations performed by the NextGen Support Specialist; partner with clinical and operational leadership on EHR and technology priorities.
Coordinate complex EHR issue resolution and support EHR optimization, reporting, workflow improvements, and user adoption.
Assist with annual technology budgeting and planning; monitor technology expenditures and purchasing.
Evaluate hardware and software replacement schedules and maintain visibility into licensing, warranties, subscriptions, and technology inventories.
Recommend future technology investments.
Travel between facilities, participate in committees, provide feedback on service improvements, and attend organization-sponsored events, trainings, seminars, and meetings as directed.