JOB SUMMARY

The IT Manager leads daily Health Information Systems (HIS) operations for Pinehurst Surgical Clinic, a multispecialty ambulatory surgical practice. Reporting to the Director of Health Information Systems, this hands-on leader supervises technical staff, delivers dependable support to providers and employees, and maintains secure, available systems supporting patient care, imaging, and business operations.

The role combines people management with advanced server and data center expertise. The Manager strengthens coverage for critical infrastructure, leads operational improvements, and coordinates technology projects across a portfolio of 70 vendor applications. Priority platforms include Epic, Cisco UCS, Cisco switching and routing, FortiGate firewalls, Pure Storage, and Microsoft 365. This position offers the opportunity to help lead the transition to Epic Community Connect and modernize infrastructure while developing the team’s technical capabilities.

Supervisory scope includes six current positions: two Systems Analysts, a Systems Administrator, a Lead Help Desk Specialist, a Health Information Specialist, and a Clinical Informatics Specialist.

RESPONSIBILITIES

Staff Leadership and Daily Operations

• Supervise daily work, set priorities, balance support and project assignments, and manage staffing schedules, PTO, on-call coverage, and travel reimbursement review under clinic policy.
• Provide coaching, performance evaluations, development plans, and onboarding. Partner with the Director and Human Resources on recruitment and personnel recommendations; final employment decisions remain with authorized leadership.
• Build cross-training and documented backup coverage for critical systems. Mentor newer staff and develop their ability to troubleshoot independently and recognize issues requiring escalation.
• Coordinate help desk delivery through the Lead Help Desk Specialist and Systems Administrator, EHR support through Clinical Informatics, and networking and Webex Calling support through the assigned Systems Analyst.

Service Delivery and Application Oversight

• Manage ticket priorities, response expectations, escalations, and follow-through based on patient care and operational impact. Provide advanced technical support and direct incident response when needed.
• Maintain system ownership and backup assignments through the HIS RACI. Resolve gaps and conflicting assignments with the Director and application stakeholders.
• Oversee support for EHR, PACS, interfaces, document management, identity services, endpoints, and business applications. Coordinate technical resolution with staff, clinical leaders, and vendors.
• Track ticket backlog, recurring incidents, service satisfaction, availability, and project progress; report risks and improvement recommendations to the Director.

Data Center and Server Infrastructure

• Provide hands-on administration, troubleshooting, and technical leadership for Cisco UCS compute, VMware vSphere, Windows Server, Pure Storage, backup platforms, and related data center services.
• Plan and execute server, virtualization, storage, and firmware maintenance; manage capacity, performance, hardware lifecycle, rack organization, and power requirements.
• Provide qualified backup support to the Systems Analyst responsible for server and storage infrastructure. Maintain configuration records and recovery runbooks to reduce dependence on individual staff members.
• Oversee Cisco switching, routing, wireless, WAN connectivity, Webex Calling, and FortiGate firewall operations with assigned specialists, including secure connectivity and configuration backup.
• Coordinate Microsoft 365 administration and service continuity, including Exchange Online, Teams, SharePoint, Entra ID, and Intune; maintain integration with Active Directory and identity services.

Cybersecurity and Operational Resilience

• Implement approved security standards for access, MFA, privileged accounts, endpoint protection, patching, vulnerability remediation, and audit logging. Support protection of PHI and compliance with clinic privacy and security policies.
• Coordinate internal and external penetration testing, track findings, assign remediation, and document closure with the Director and security vendors.
• Oversee backup monitoring, restore validation, and disaster recovery exercises. Establish recovery priorities and objectives with the Director and operational leaders.
• Maintain downtime and incident procedures, communicate service interruptions, and coordinate restoration and follow-up reviews. Participate in rotating on-call coverage and after-hours maintenance or critical incident response.

Epic and Clinical Technology Coordination

• Coordinate assigned Epic Community Connect tasks with the Director, Clinical Informatics, clinical departments, and the hosting partner. Track dependencies, readiness issues, deadlines, and escalation needs.
• Organize technical readiness, connectivity, access provisioning, endpoint and peripheral testing, interface validation, go-live coverage, and transition to ongoing support.
• Partner with Clinical Informatics on EHR support, workflow testing, training logistics, and issue resolution, following approved clinical governance and hosting-partner build standards.

Projects and Vendor Coordination

• Manage assigned infrastructure refreshes, upgrades, migrations, and application projects using clear scope, milestones, resource assignments, testing, rollback plans, and support handoffs.
• Coordinate with the Health Information Specialist on interface reliability, data validation, reporting, and automation priorities. Align specialized development work with approved requirements and available staffing.
• Manage operational vendor escalations and service performance. Prepare technical specifications, cost estimates, lifecycle plans, and purchasing recommendations; budget ownership and final financial approvals remain with the Director and authorized leadership.
• Maintain asset, license, configuration, and support documentation. Recommend service improvements and complete other duties assigned by the Director.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field, or an equivalent combination of education and relevant experience.
• At least five years of progressively responsible enterprise IT experience, including three years of hands-on work with servers, virtualization, storage, and backup or recovery systems.
• At least two years of supervisory or team leadership experience, with demonstrated ability to delegate work, coach staff, manage priorities, and lead technical projects.
• Demonstrated ability to independently troubleshoot enterprise infrastructure and safely execute upgrades, maintenance, and recovery activities in a production environment.
• Experience with enterprise compute such as Cisco UCS or comparable platforms; VMware vSphere or comparable virtualization; Windows Server; Active Directory; and enterprise storage and backup systems.
• Working knowledge of Cisco or comparable networking, switching, routing, wireless, firewalls and VPNs, and Microsoft 365 administration.
• Experience with incident management, technical documentation, vendor escalation, access controls, patching, and operational risk management.
• Clear communication with technical and nontechnical audiences, sound judgment under pressure, and a service-oriented approach to supporting providers and staff.

PREFERRED QUALIFICATIONS

• Healthcare IT experience, preferably in ambulatory or multispecialty care, with familiarity with PHI protection, HIPAA requirements, clinical workflows, and EHR or PACS support.
• Epic implementation, Community Connect, or production support experience; Epic certification or accreditation is preferred.
• Direct experience with Cisco UCS, Cisco switching and routing, FortiGate, Pure Storage, VMware vSphere, Microsoft 365, and Cisco Webex Calling.
• Experience with HL7 interfaces, SQL Server operations, PowerShell or comparable scripting, infrastructure refreshes, and tested disaster recovery programs.
• Relevant current Cisco, Microsoft, Fortinet, virtualization, IT service management, or project management credentials. 

PHYSICAL REQUIREMENTS

Work includes extended computer use and movement throughout clinic locations, server rooms, and wiring closets. Duties may require standing, bending, reaching, connecting equipment, and occasionally moving equipment weighing up to 40 pounds with assistance as appropriate. Travel between clinic locations and after-hours support are required as needed. Essential functions may be performed with or without reasonable accommodation.