The IT Operations Manager oversees the administration and management of the PHC network
infrastructure, server functionality, and telecommunication (VoIP) systems. The IT Operations
Manager is required to manage, prioritize, and coordinate workloads and efforts across IT
network operations. In collaboration with the Director of Network Operations, the IT Operations
Manager provides training to the IT Operations staff on key areas of network, server
management, and VoIP systems so they can act as a backup in an emergency.

The IT Operations Manager is responsible for establishing, prioritizing, and supervising varied
tasks as it applies to the network infrastructure, servers, and VoIP systems. Responsible for the
review and architecture of emerging and innovative technologies. Develops policy and
procedures for various IT infrastructure operational procedures and maintain them. Practice
systems change management procedures. Work with IT Operations and other IT staff to resolve
server/network/application problems on a priority basis.

• Information Technology Network Infrastructure, Servers, and Telecommunications
  (VoIP) Duties:
  
  • Takes ownership of end user and external third-party issues reported to team
    members and ensures problems through to resolution.
  • Proactive in communication to end user and IT System Administrators as issues
    arise ensuring prompt and accurate feedback to end users.
  • Oversees administration of the PHC Network Infrastructure, Servers, and VoIP
    systems.
  • Management of IT System Administrators responsible for Network Infrastructure,
    Servers, VoIP systems, projects, and installations.
  • Manages team resources to ensure problem and incident management SLAs are
    achieved, and end user expectations are met (or exceeded).
  • Ensures business-critical IT tasks, maintenance, and systems administration are
    executed according to IT best practices and policy.
  • Nurtures dependable IT infrastructure and networking that’s always up and
    running.
  • Manages contracts with vendors (e.g., development platforms, telecommunication
    companies, password managers) and software licenses.
  • Controls costs and budgets regarding IT systems.
  • Resolves issues escalated by technicians and IT System Administrators.
  • Maintains internal infrastructure requirements including, servers, routers,
    switches, firewalls, printers, phones, support internet, intranet, LANs, WANs, and
    network segments.
  • Assesses system performance and recommend improvements.
  • Performs routine/scheduled audits of IT systems.
  • Builds and manages service relationships with departments and technology
    vendors.
  • Works with Director of Network Operations to specify systems, processes, and
    methodologies to ensure effective monitoring, control, and support of PHC’s
    Network Infrastructure, Servers, and VoIP systems.
  • Works with the Information Security team to ensure security compliance, conduct
    testing/audits, and implement security best practices.
  • Works with the Security Analyst to ensure reports are provided per an agreed
    schedule (or on request), including management and account performance reports.
  • Helps develop and facilitate workshops and training courses for IT System
    Administrators.
• Network Infrastructure, Server, and VoIP Lead:
  
  • Provides leadership for the planning, design, and implementation of the IT
    Network Infrastructure, Servers, and VoIP systems.
  • Manages staff by recruiting, training, and coaching employees, communicating
    job expectations, and appraising their performance.
  • Works with the Director of Network Operations to assist and advise in
    development and setting up of long-term plans of the IT Network Infrastructure,
    Servers, and VoIP systems.
  • Leads remediation efforts for gaps in networking, IT infrastructure, and VoIP
    systems.
  • Evaluates new technologies for usefulness within the business.
  • Defines best practices and standards for how the IT Network Infrastructure,
    Servers, and VoIP systems will execute work.
  • Identifies new solutions and services for the IT System Administrators that align
    with business objectives and performance metrics.
  • Contributes to the project planning of hardware and software procurement
    process.
  • Leads the planning and organization of the deployment of new systems.
  • Provides subject matter expertise in resolving incidents and problems.
  • Leads and trains IT System Administrators (IT Network Infrastructure, Servers,
    and VoIP systems).
  • Creates technical and operational management documentation and updates,
    including but not limited to, Visio environment diagrams, functional and technical
    requirements, process flows, and guidelines.

Secondary Duties and Responsibilities

• Must carry a mobile phone and be available 24/7 to help assist in troubleshooting
  problems.
• Performs other assigned or needed activities required to assure success of the
  Infrastructure, Service Delivery, and A/V functions of the IT Department.
• Other duties as assigned.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE:

$136,296.78 - $177,185.82

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform.  The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.