Manager, IT Operations & Support

IOWA HOSPITAL ASSOCIATION•Des Moines, IA

About The Position

Supports the implementation, maintenance, and day-to-day operation of Iowa Hospital Association’s technology infrastructure, including network operations, endpoint devices, cloud environments, audiovisual technologies, cybersecurity, disaster recovery, and software applications. Helps maintain system performance, security, and reliability across the organization through technical support, troubleshooting, and documentation. The role is primarily execution-focused and supports IT planning and continuous improvement in partnership with senior IT leadership, helping maintain a secure, efficient, and user-friendly technology environment aligned with organizational goals. The role reflects IHA’s behaviors of ownership, collaboration, innovation, and servant leadership. The position works closely with the IT Operations & Security team and staff across departments, provides technical assistance and training to IHA employees, collaborates with the Education team to support conference room technology, and coordinates with vendors and service providers for hardware, software, and support services.

Requirements

Strong technical knowledge of computer hardware, software, networking, cloud environments, and cybersecurity.
Proficiency in troubleshooting, diagnostics, and system maintenance.
Excellent problem-solving, organizational, and communication skills.
Ability to manage multiple tasks and prioritize effectively in a dynamic environment.
Minimum of two years of experience in an IT support or technician role.
CompTIA A+ certification or equivalent.
An equivalent combination of education, training, and experience may be considered.

Nice To Haves

Bachelor’s degree in information technology, computer science, or a related field.
Microsoft Certified Professional (MCP) certification.

Responsibilities

Install, configure, maintain, diagnose, repair, and upgrade laptops, workstations, peripherals, and related hardware to ensure reliable performance and minimal downtime.
Support and coordinate software installations, updates, and configurations in local and cloud-based network environments, maintaining currency, security, and compliance with organizational standards.
Support network, wireless, and cloud operations by monitoring performance, resolving routine issues, and escalating complex infrastructure issues as needed.
Support and maintain conference room and audiovisual technology; troubleshoot issues, coordinate service with designated vendors, escalate specialized or infrastructure-level issues, and maintain documentation and inventory records.
Support system security, data privacy, and internet services; identify risks, implement approved corrective actions, and escalate concerns as needed.
Provide onboarding and ongoing technical orientation for staff and support training needs related to organizational changes and technology updates.
Maintain detailed and accurate documentation of systems, repairs, inventory, and change-control activities to support audit readiness and traceability.
Recommend hardware, software, and service purchases; provide input on IT budgeting and expense tracking; and recommend solutions that balance cost, performance, and security.
Model and promote safe work practices, including proper workstation ergonomics, to support employee well-being and injury prevention.
Coordinate with vendors, service providers, and external partners to support IT initiatives, shared services, conference room technology, maintenance, and specialized troubleshooting.
Perform other related duties as assigned to support departmental and organizational goals.