Manager, IT

POSITION:  Manager, IT      

RESPONSIBLE TO: Director, IT Operations

JOB SUMMARY:   The IT Manager will be responsible for overseeing the daily operations of the IT support team and ensuring the delivery of high-quality technical support services across the organization. This role will focus on managing end-user support, coordinating small-scale IT projects, and assisting the Director of IT Operations with strategic initiatives and infrastructure planning. The ideal candidate is a hands-on leader with technical knowledge, excellent communication skills, and a proactive, team-oriented mindset.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO, THE FOLLOWING:

Team Leadership & Support Operations:

• Lead, mentor, and develop the IT support staff, ensuring timely and professional resolution of technical issues.
• Monitor help desk metrics and service levels, identifying trends and driving continuous improvement in support processes.
• Manage scheduling, coverage, and escalation paths for support operations, including after-hours on-call planning.

Project Coordination & Implementation:

• Coordinate and execute small-scale IT projects such as system upgrades, endpoint deployments, application rollouts, and site expansions.
• Work cross-functionally with other departments to gather requirements and ensure timely delivery of technical solutions.

Collaboration with IT Leadership:

• Partner with the Director of IT Operations on broader IT strategies, security initiatives, process improvements, and infrastructure modernization efforts.
• Contribute to asset lifecycle planning, vendor assessments, and departmental documentation efforts.
• Act as a liaison between technical teams and business stakeholders, ensuring alignment between IT services and organizational needs.

Process Improvement & Documentation:

• Maintain and improve IT SOPs, knowledge base articles, and escalation procedures.
• Identify gaps in service delivery and implement structured improvements aligned with ITIL principles.

OTHER

• Completes all assigned AP training (such as CPR, OSHA, HIPAA, Compliance, Information Security, others) within designated timeframes.
• Complies with Allergy Partners and respective hub/department policies and reports incidents of policy violations to a Supervisor/Manager/Director, Department of Compliance & Privacy or via the AP EthicsPoint hotline.
• Models the AP Code of Conduct and demonstrates a commitment to the AP Compliance Program, standards and policies.

SUPERVISORY RESPONSIBILITIES

This job supervises 6-10 members of the IT team.

TYPICAL PHYSICAL DEMANDS

•           No or very limited exposure to physical risk.

•           No or very limited physical effort required.

•           Work is normally performed in a typical interior/office work environment.

•           Employee will occasionally be asked to lift and carry items weighing up to 30 pounds.

EDUCATIONAL REQUIREMENTS:

• High School Diploma or GED

QUALIFICATIONS AND EXPERIENCE:

• 3–5 years of experience in IT support or operations roles, with at least 1–2 years in a supervisory or team lead capacity.
• Strong understanding of Windows-based systems, endpoint management, Office 365, and ticketing platforms (e.g., Jira).
• Experience supporting a distributed enterprise environment, preferably in a healthcare or compliance-focused industry.
• Demonstrated ability to lead teams, manage priorities, and communicate effectively with both technical and non-technical audiences.
• Familiarity with ITIL best practices and basic project management methodologies.
• Excellent organizational, analytical, and problem-solving skills.
• ITIL Foundations or related certification, preferred.
• Experience with Microsoft Entra (Azure AD), Autopilot, Intune, or other MDM tools, preferred.
• Understanding of compliance frameworks such as HIPAA is a plus, preferred.
• Background in coordinating hardware lifecycle management and support operations across multiple locations, preferred.