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 clientsAllocate workload to fully utilize every employee’s talentEnsure that new hires are on-boarded effectively and in line with our training procedureEffective management of the client relationship and resolution of client issuesUtilize help desk software to document problems, resolutions, and closuresAssist IT team with any projects that relate to IT needs for Gastro HealthEnsure team adherence to all team, account, and client policies and proceduresMay develop technical and user instructions and documentation and provide training on new or changed applications for all employeesProvide regular constructive feedback on performance/development and address poor/mediocre performance in a timely mannerRecognize high performers to maintain motivation and retain key talentOversee 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-usersDiagnosing and resolving end-user issues regarding printers, PC hardware, email, Internet, VPN and local area network accessEscalating Help Desk issues, especially critical issues to appropriate teams in a timely mannerWeekend on-call rotation is requiredJob Specifications/QualificationsExperience in installing, configuring, and maintain personal computers, networks, and related hardware and softwareWorking knowledge of PC and server hardware configurations, maintenance and troubleshootBA degree preferred, AS degree requiredA+ Certified preferredRequired Skills And AbilitiesWorking 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 HealthWe 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 ConditionsReasonable 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 RequirementsAbility to effectively read, write, speak, and understand English to safely perform the essential functions of the position.