Manager, IT Support Services
About The Position
Independent Living Systems (ILS), along with its affiliated health plans Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for vulnerable populations. The Manager, IT Support Services manages the Information Technology support team to ensure reliable technology operations that support member care and organizational efficiency. The role oversees resources and continuously improves IT support processes to meet the needs of health and social care environments. It works closely with clinical and administrative teams to align IT support with organizational goals and compliance requirements, and is accountable for incident resolution, service requests, and user satisfaction across healthcare IT systems. The position ensures technology infrastructure and support services are reliable, secure, and responsive to internal and external stakeholders.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant experience may substitute for the education requirement on a year-for-year basis.
- At least 5 years of experience in IT support or service management, including at least 3 years in a supervisory or managerial role.
- Experience working in the healthcare industry or supporting healthcare IT systems.
- Strong knowledge of healthcare regulations and standards, including HIPAA compliance.
- Excellent communication and interpersonal skills for interacting with technical teams and healthcare professionals.
Nice To Haves
- Master’s degree in Information Technology, Health Informatics, or Business Administration.
- ITIL Foundation or higher certification in IT service management.
- Experience with electronic health record (EHR) systems and healthcare-specific software support.
- Demonstrated ability to lead change management initiatives in a healthcare IT environment.
Responsibilities
- Demonstrate commitment to the organization’s mission and model ILS Experience Standards of Excellence.
- Lead and manage the IT support team to deliver timely, effective technical assistance to internal and external stakeholders.
- Develop and implement IT support procedures, workflows, and best practices tailored to health and social care operations and regulatory standards.
- Coordinate with clinical and administrative teams to understand their technology needs and provide appropriate support solutions.
- Manage incident tracking, problem resolution, and service request fulfillment to minimize downtime and maintain system availability.
- Monitor and report on key performance indicators related to IT support services and drive continuous improvement initiatives.
- Manage vendor relationships and contracts related to IT support tools and services to ensure cost-effectiveness and quality.
- Ensure compliance with healthcare regulations such as HIPAA in IT support activities and data handling.
- Plan and execute training programs to enhance the technical skills and customer service capabilities of the IT support team.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
