IT Manager

What you'll do:

As our IT Manager, you'll own the technology that powers 21HHS. You'll be responsible for our systems, infrastructure, security, and IT standards, and you'll make sure they're reliable today and ready for the growth ahead. You'll also lead our AI initiatives, finding practical ways to use AI in our call center, our EMR, and daily operations so our teams can work smarter and spend more time on patient care. You'll set up best practices, build reporting that gives leadership clear visibility into IT performance, and supervise our IT Specialist and Help Desk. This is a hands-on leadership role for someone who can set up strategy and also roll up their sleeves when needed.

Key Responsibilities:

IT Ownership & Strategy

• Own all IT systems, infrastructure, and vendor relationships across the organization.

• Partner with leadership to build and carry out an IT roadmap aligned with organizational goals and growth strategies.

• Plan and deliver the technology needs for new locations and expansion, including network, hardware, and system setup.

• Manage the IT budget, including software licensing, hardware purchasing, and vendor contracts.

AI Strategy & Initiatives

• Lead the evaluation, selection, and rollout of AI solutions that improve efficiency, the patient experience, and the employee experience.

• Implement and manage call center AI, such as intelligent call routing, virtual agents, call transcription and summarization, and sentiment and quality analytics, so patients and referral sources get faster, more consistent service.

• Lead the adoption of AI built into our EMR, such as ambient clinical documentation, automated coding and documentation review, and predictive insights, to reduce clinicians' administrative work and support better outcomes.

• Find other opportunities to use AI and automation across the business, including intake, scheduling, referrals, and back-office workflows.

• Set AI governance standards, including acceptable use policies, vendor review, data privacy, and HIPAA-compliant handling of patient information.

• Measure the impact of AI initiatives and report results, adoption, and ROI to leadership.

• Work with the IT Specialist and Help Desk to train staff on AI tools and drive adoption across clinical and operational teams.

Systems Management & Administration

• Oversee the administration, configuration, and integration of core business systems, including Microsoft 365, RingCentral, Salesforce, and our EMR.

• Own identity and access management, including SSO, role-based access standards, and the provisioning and deprovisioning process.

• Evaluate, select, and implement new technology solutions that improve workflows and scale with the business.

• Make sure systems work together so data flows accurately between platforms.

IT Infrastructure

• Design, maintain, and improve network, server, cloud, and endpoint infrastructure across all office locations and for remote field staff.

• Ensure optimal performance, availability, and scalability of all IT systems.

• Own backup, disaster recovery, and business continuity planning, and test these plans regularly.

• Manage the full lifecycle of hardware and mobile devices, from purchasing and deployment to recovery and retirement.

Technology Best Practices & Governance

• Establish and document IT policies, standards, and procedures, including onboarding, offboarding, device management, and acceptable use.

• Bring structure and consistency to how IT work is requested, prioritized, tracked, and completed.

• Stay current on technology trends and recommend improvements that keep 21HHS ahead as we grow.

Cybersecurity & Compliance

• Own the organization's IT security program, including security protocols, policies, and user awareness training.

• Lead risk assessments and security audits, and fix the gaps they find.

• Ensure HIPAA compliance across systems, devices, and data handling, and lead the response to any security incidents.

Reporting & Data

• Build and maintain reporting on IT performance, including ticket volume and resolution times, system uptime, asset inventory, security posture, and spend.

• Give leadership regular updates on IT health, risks, project status, and recommendations.

• Support data integrity across systems so leadership can rely on accurate reporting for decision-making.

Team Leadership

• Supervise, coach, and develop the IT Specialist and Help Desk, setting clear priorities and performance expectations.

• Serve as the escalation point for complex technical issues and major outages.

• Plan IT staffing and support models as the organization grows.

Project Management

• Lead IT projects from start to finish, including upgrades, migrations, and new deployments.

• Coordinate with stakeholders across departments to meet project goals, timelines, and budgets.

To Be A Sucess

Required

• Proactive, ownership-driven mindset, with the ability to anticipate needs, identify risks early, and act before issues become urgent.

• 7+ years of IT experience, including at least 2 years in a lead, supervisory, or IT ownership role.

• Proven experience evaluating and implementing AI solutions in a business setting, from vendor selection through rollout and adoption.

• Strong experience designing and managing IT infrastructure, including networks, cloud services, endpoints, and mobile devices.

• Experience administering business systems and managing identity and access, including SSO and role-based access.

• Proven experience building and enforcing IT policies, security protocols, and best practices.

• Experience creating IT reporting and metrics, and presenting them to leadership.

• Experience managing vendors, contracts, and IT budgets.

• Strong project management skills, with a track record of delivering upgrades, migrations, and new deployments.

• Excellent communication skills, with the ability to translate technical topics for executives and non-technical staff.

Preferred

• Experience implementing call center AI, such as virtual agents, conversational AI, call analytics, or AI-enabled contact center platforms.

• Experience with AI built into EMRs, such as ambient documentation, clinical decision support, or automated coding.

• Knowledge of AI governance, responsible AI practices, and HIPAA requirements for AI tools that handle patient data.

• Experience leading IT at a rapidly growing organization with a dispersed workforce.

• Healthcare IT experience, including EMRs and HIPAA compliance.

• Experience with Microsoft 365, RingCentral, and Salesforce administration.

• Experience setting up IT for new office locations.

• Experience with disaster recovery and business continuity planning.