IT End-User Support and Infrastructure Manager

End-User Support Leadership

• Manage the IT support work (endpoints and software) and processes for all new and existing locations and corporate offices. A 12x7 operation
• Maintain a high level of customer satisfaction among business users
• Ensure SLA adherence and compliance of IT support and organization policies and HIPAA norms
• Provide first line technical support for hardware, software, networking, and cloud services
• Manage user onboarding/offboarding, licensing, and access control
• Owns accurate asset and configuration inventory across hardware, software, and licensing
• Handle escalations and ensure timely closure of complex technical issues
• Troubleshoot and resolve complex technical issues, including remote support
• Communicate technical solutions in clear, non-technical terms to diverse audiences
• Identify process improvements and implement best practices in support operations

IT Infrastructure Management

• Responsible for the secure reliable operation of all IT Infrastructure systems and ensures the continuous reliable operation of all critical infrastructure
• Manage network configuration, cloud infrastructure, hardware/software installation, updates, and security measures
• Develop and enforce disaster recovery and business continuity plans
• Monitor system performance, troubleshoot issues, patching cycles, and ensure service availability
• Maintain documentation for network configurations, disaster recovery plans, cabling layouts, and other IT procedures
• Manage vendor relationships, SLAs, and contracts for IT services

Strategic & Operational Duties

• Assist with development and maintenance of IT policies and procedures
• Coordinate IT projects, prioritize workloads, and allocate resources effectively
• Establish and maintain relationships with external IT vendors and partners
• Stay current with emerging technologies, regulatory changes, and industry trends
• Experience managing IT budgets and vendor relationships

The ideal candidate will hold a Bachelor’s degree in Computer Science, Engineering, MIS, or equivalent, backed by proven experience managing technical teams, projects, SLAs, and vendor contracts. They must combine strong interpersonal, organizational, and diplomatic skills to manage stakeholder relationships under pressure, with relevant certifications like ITIL or CompTIA highly preferred.

Exciting Career Opportunity with Avance Care! Join our rapidly expanding network of 30+ practice locations in the Triangle Area (Raleigh-Durham-Chapel Hill), the Charlotte Region, and Wilmington, NC. Avance Care is dedicated to elevating the standard of healthcare. As one of North Carolina’s largest networks of independent primary care practices, we offer comprehensive services to support the physical, mental, and emotional health of our patients.