IT Manager - National Support

About Gastro Health

Gastro Health is an extensive and diverse group of professionals dedicated to digestive and liver health. Now with more than 120 locations in seven states, our team of physicians, advanced practice providers, nutritionists, technicians, and support team are on a mission to provide outstanding medical care and an exceptional healthcare experience.

Position Summary

IT Manager – Support leads the day-to-day operations of the IT support team, ensuring the delivery of efficient, high-quality technical assistance to internal clients and staff. This leadership role is responsible for overseeing the help desk, managing support workflows, and serving as the escalation point for complex or critical technical issues.

The IT Manager – Support will coordinate support services across all locations, ensuring adherence to service level agreements (SLAs) and company policies. This position also plays a key role in onboarding new employees, allocating workload to maximize team strengths, and driving continuous improvement across support functions.

Essential Functions include but are not limited to the following:

• Day to day management of effective and efficient support services which meet the needs of our clients
• Allocate workload to fully utilize every employee’s talent
• Ensure that new hires are on-boarded effectively and in line with our training procedure
• Effective management of the client relationship and resolution of client issues
• Utilize help desk software to document problems, resolutions, and closures
• Assist IT team with any projects that relate to IT needs for Gastro Health
• Ensure team adherence to all team, account, and client policies and procedures
• May develop technical and user instructions and documentation and provide training on new or changed applications for all employees
• Provide regular constructive feedback on performance/development and address poor/mediocre performance in a timely manner
• Recognize high performers to maintain motivation and retain key talent
• Oversee the request and incident tickets related to client services support and act as an escalation point for urgent and complex support issues. Ensures timely and appropriate response to meet service level agreements. Determines root cause of issues and communicate appropriately to internal and external customers.
• Answering, evaluating, and prioritizing incoming telephone, email and self-service requests for assistance from end-users
• Diagnosing and resolving end-user issues regarding printers, PC hardware, email, Internet, VPN and local area network access
• Escalating Help Desk issues, especially critical issues to appropriate teams in a timely manner
• Weekend on-call rotation is required

Job Specifications/Qualifications:

• Experience in installing, configuring, and maintain personal computers, networks, and related hardware and software
• Working knowledge of PC and server hardware configurations, maintenance and troubleshoot
• BA degree preferred, AS degree required
• A+ Certified preferred

Required Skills and Abilities:

• Working knowledge of MS Server environments (2016, 2012, 2008), MS Office 365, MS operating systems (Windows 10, 8, 7), Terminal Services (MS Remote Desktop Protocol and/or VNC); SSH Protocol, MS Office Suite (Word, Excel, Outlook, PowerPoint)

Why You'll Thrive at Gastro Health

We look for team members who embody our values of Compassion, Collaboration, Integrity, Accountability, Empowerment, Continuous Improvement, Positive Attitude, and Customer Focus. These values guide how we care for our patients, support one another, and deliver exceptional healthcare every day.

Physical Requirements and Working Conditions:

• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
• Primarily performed in an office environment with moderate noise levels.
• Frequent sitting, standing, walking, bending, reaching, computer use, and communication.
• Occasional lifting up to 10 lbs., pushing/pulling, and climbing stairs.
• Frequent interaction with staff, managers, patients, families/caregivers, providers, vendors, and other business partners.
• May require occasional weekends, holidays, or varying shifts based on business needs.

Communication Requirements:

• Ability to effectively read, write, speak, and understand English to safely perform the essential functions of the position.

Equal Opportunity

Employer

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