IT Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

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Balance Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Balance Health is the nation’s premier comprehensive lower-extremity focused Physician Practice, having formed the largest majority physician-owned podiatric medical organization in the United States through its merger with Weil Foot & Ankle Institute. It offers operational support to podiatrists, orthopedic surgeons, and physical therapists, allowing them to concentrate on delivering high-quality patient care and growing their practices. Balance Health aids in recruiting, HR billing and collections, accounting, technology, marketing, regulatory compliance, and more, catering to private practice needs. Moreover, Balance Health provides partners access to ancillary services such as pathology labs, MRIs, physical therapy services, and orthotic labs, which contribute to convenient patient care and additional revenue streams. By leveraging its size to enhance contracts and decrease costs, it supports value-based care while promoting clinical autonomy for its physicians, making it a dynamic partner for medical professionals committed to providing exceptional foot and ankle care.

📋 Description

• Lead, coach, mentor, and develop the IT Support team • Directly manage MSP and IT support technicians and ensure consistent service delivery • Hold the outsourced MSP accountable to contracted SLAs • Conduct weekly support team meetings and individual coaching sessions • Manage team schedules, workload balancing, and performance expectations • Oversee daily Service Desk operations and ensure ticket SLAs are consistently achieved • Monitor ticket queues, escalations, backlog, and response times • Serve as the primary escalation point for complex technical and integration issues • Review ticket quality and identify recurring issues requiring long-term solutions • Maintain support documentation and knowledge base articles • Communicate technology issues, outages, and major incidents to employees and leadership • Provide executive-level support when needed • Partner with external vendors to coordinate issue resolution • Build relationships with clinic leadership and corporate departments • Develop, monitor, and improve Service Desk KPIs and present weekly/monthly reports to the Director of IT • Improve support processes through automation and standardization • Participate in technology deployments, acquisitions, and onboarding initiatives

🎯 Requirements

• Bachelor's degree in Information Technology or equivalent experience • 5+ years of IT support experience with at least 2 years managing a technical support team • Experience managing Service Desk operations and ticketing platforms • Strong knowledge of Microsoft 365, Windows, Entra ID/Active Directory, Intune, networking fundamentals, and endpoint management • Familiarity with healthcare system integrations strongly preferred • Experience in multi-site or multi-EMR environments a plus • Working knowledge of HIPAA and healthcare data handling requirements • Excellent leadership, communication, customer service, and organizational skills

🏖️ Benefits

• Medical, Dental, and Vision Plans • HSA with Employer Contribution • FSA • Generous PTO Program • 401k with a 4% Match • Employee Assistance Program • Life and AD&D Insurance • Short-Term and Long-Term Disability