Information Technology Systems Manager - Technical Operations

Overview

Job Relationships
Department:
Information Technology Solutions

Job Relationships
Department:
Information Technology Solutions
Supervisor:
Director of ITS/ISO
Supervises: ITS Technical and Biomed Teams

The Manager of Technical Operations and Biomed is responsible for overseeing the comprehensive management of all IT technical services across the hospital and clinic network, including Desktop Support, Service Desk operations, System Administration, and Biomedical Engineering services. This position leads the integration of end-user computing, infrastructure management, help desk operations, and medical device technology with enterprise IT systems. This role ensures regulatory compliance, manages cybersecurity across all technical domains, and drives the modernization of IT service delivery.

Key responsibilities include strategic planning for IT infrastructure and Biomed, management of IT service management (ITSM) systems, ticketing and asset management platforms, and seamless integration with electronic health records (EHR) while maintaining the highest standards of system availability, security, and user satisfaction.

Compensation
We are committed to providing wage ranges for all open positions. Please note that the specific compensation for this role will be determined based on experience, education and internal equity considerations. The wage range for this position is $—$ annually. This range reflects the base salary for this position.

• Lead and manage Desktop Support operations including workstation deployment, hardware/software troubleshooting, imaging and provisioning, printer management, and end-user technical support across all hospital and clinic locations.
• Oversee Service Desk operations including ticket management, incident response, service request fulfillment, escalation procedures, and maintenance of service level agreements (SLAs).
• Direct System Administration team responsible for server infrastructure, Active Directory/Azure AD, Microsoft 365 administration, virtualization platforms (VMware) backup and disaster recovery, and enterprise application support.
• Maintain IT Service Management (ITSM) platform for tracking service requests, incidents, changes, assets, and knowledge base documentation using tools such as Fresh service or similar platforms.
• Manage comprehensive IT asset lifecycle including procurement, deployment, inventory tracking, software licensing compliance, warranty management, and secure disposal of end-of-life equipment.
• Develop and enforce endpoint security policies including patch management, EDR deployment, mobile device management (MDM), and compliance with HIPAA security requirements and organizational security standards.
• Oversee integration of healthcare applications with Electronic Health Record (EHR) systems including Epic, Cerner/Oracle Health, or other platforms using HL7, FHIR, and API standards.
• Manage biomedical equipment program including preventive maintenance, repairs, medical device integration, and compliance with AAMI standards, and FDA medical device regulations.
• Ensure compliance with all regulatory requirements including HIPAA, MN Department of Health, CMS, and industry best practices for healthcare IT operations.
• Develop and maintain 3-year IT capital plan including infrastructure refresh cycles, server replacement schedules, workstation lifecycle management, and budget projections with ROI analysis.
• Supervise, mentor, and develop team of 10-15 technical staff including Desktop Support Technicians, Service Desk Analysts, System Administrators, and Biomedical Technicians through performance evaluations, training plans, and career development.
• Foster collaborative relationships with clinical departments, nursing leadership, physicians, and administrative staff to ensure optimal technology availability and user support.
• Lead incident investigations related to system outages, security incidents, and technology failures in collaboration with Information Security, quality, and risk management teams.
• Manage vendor relationships including Microsoft Enterprise Agreement, Dell hardware contracts, VMware licensing, BaaS and DRaaS solution providers, and other technology vendors.
• Evaluate new technologies and provide recommendations for infrastructure improvements, system upgrades, and tool acquisitions based on organizational needs, financial analysis, and strategic objectives.
• Coordinate system implementations, testing, validation, and staff training for new infrastructure, applications, and technical services.
• All employees are required to demonstrate understanding of and adherence to the organization's Compliance and Ethics Program (including its Code of Conduct), and complete required training.
• Assist the ITS Director with developing and enforcing security policies for all IT systems, services, and technical operations.
• Assist the ITS Director with developing and maintaining best practice standards, Standard Operating Procedures (SOPs),…