IT Manager

The IT Manager is a self-directed technical leader who partners with the IT Director to execute departmental strategy and keep day-to-day IT operations running smoothly across all Transitions Care locations. This role owns the health of the help desk, endpoint, collaboration, and infrastructure environments and is expected to resolve problems independently, document what is learned, and build the team’s capability so that issues are solved at the lowest possible level. Success in this role is measured by outcomes that do not reach the Director’s desk: problems that are researched, solved, and documented before they need to be escalated.

What You’ll Do and Our Why

Operational Leadership

• Self-Directed Resolution: Investigate and resolve complex technical issues independently using available resources, vendor support, documentation, and testing. Escalate to the Director only with documented findings, actions already taken, and a recommended path forward.

• Team Oversight: Direct the help desk and support team, ensuring tickets are triaged, assigned, and resolved within SLAs, and that stale tickets are moved forward without external prompting.

• Process Ownership: Create, refine, and enforce IT processes and workflows. Report back on discoveries and the processes created to address them.

• Performance Reporting: Deliver recurring reports on ticket volume, resolution rates, SLA compliance, escalation trends, and asset health to the IT Director. Knowledge Management & Training

• Solution Articles: Write clear, accurate solution articles and knowledge base content from resolved incidents so recurring issues are solved at Tier I.

• Training Materials: Develop training guides, SOPs, and onboarding materials for IT staff and end users, including new technology rollouts.

• Team Development: Coach technicians in troubleshooting methodology, and identify skill gaps and growth opportunities within the team. Systems & Infrastructure

• Administer and support the Google Workspace, Microsoft 365, and Azure environments, including identity, licensing, and access management.

• Oversee mobile device management (MDM), remote monitoring and management (RMM), IT asset management, and the help desk platform.

• Support network infrastructure, connectivity, and network printers across multiple sites, and coordinate with carriers and vendors to resolve outages.

• Assist in evaluating and rolling out new tools and technologies that support the Director’s goals. Security & Compliance

• Apply network and cloud security best practices, and advise on the security posture of cloud environments.

• Review SOC reports and security incidents, determine impact, and drive remediation or escalate appropriately.

• Ensure IT practices comply with HIPAA requirements, including access controls, device security, and secure data handling. Why Choose Transitions Hospice? Transitions isn’t just a place to manage - it’s a place to lead with purpose. We’ve built an organization where clinical excellence and human compassion go hand in hand, and we’re looking for an IT Manager who shares that conviction. You’ll have the autonomy to make a real impact, the support of a mission-driven team, and the satisfaction of knowing your leadership directly shapes how patients experience the end of life., * Resourcefulness: Uses the full set of available resources (documentation, vendor portals, communities, peers) to find answers rather than waiting for direction from leadership.

• Independence & Accountability: Works autonomously, owns outcomes, and reports back with discoveries and the processes created.

• Fast Learner & Trainable: Quickly masters new platforms and is receptive to training, feedback, and change.

• Written Communication: Produces clear solution articles, SOPs, and training materials, and translates technical detail into concise summaries for leadership.

• Decisive Triage: Initiates the fix or assigns the task immediately upon discovery rather than only reporting the issue.

Management of Information Systems/Technology (MIS), Work From Home, Technical Leadership, Management of Information Systems/Technology (MIS), Problem Solving Skills, Help Desk, Team Building, Team Lead/Manager, Team Player, Leadership, * Experience: [5+] years of progressive IT experience, including [2+] years in a lead or supervisory capacity; healthcare experience preferred.

• Education: Bachelor’s degree in IT or a related field, or equivalent experience.

• Knowledge Proficiency: Microsoft 365 / Azure (e.g., MD-102, AZ-104), Google Workspace Administrator, CompTIA Network+ or Security+, ITIL Foundation, or similar. Required Knowledge Collaboration & Cloud Platforms

• Google Workspace, Microsoft 365, and Azure administration
• Mobile Device Management (MDM) and Remote Monitoring & Management (RMM) platforms

• IT Asset Management (ITAM) and help desk / ticketing platforms IT Infrastructure

• Networking fundamentals and connectivity troubleshooting
• Network printers and peripheral support

• EMR system knowledge is a plus (e.g., HCHB) Security

• Network security principles
• Ability to read and interpret SOC reports and security incidents
• Understanding of HIPAA compliance requirements

• Ability to advise on cloud security environments Skills &Core Competencies

• Inquisitive Investigation: Digs beneath the surface of every service request. Asks targeted follow-up questions, restates the problem back to the requestor, and confirms what they actually mean before troubleshooting begins, recognizing that requestors often misuse or confuse technical terms (e.g., calling a browser “the internet” or a login failure “a locked computer”). Translates user language into accurate technical problem statements so the right fix is pursued the first time.

• Problem Solving: Approaches problems methodically and creatively, and thinks outside the box when standard fixes do not work.

• Competitive pay
• Medical / Dental / Vision Insurance plans
• Long & Short-Term Disability
• 401(k) with company match
• Gas Card
• Company provided equipment
• Paid Time Off