Manager, IT Operations

Included Health is looking for an experienced IT Operations Manager to lead our IT Support team, own ITSM processes, and deliver exceptional service, within a multi-tered support model. Reporting to the Sr. Director of Technology Services, this critical role is responsible for the overall performance, stability, and security of our IT systems, with a strong focus on service delivery and vendor management.

Responsibilities:

• Tier 2 Support Management:
• Lead our Tier 2 IT Support team, ensuring they provide timely and effective technical support to end-users. This includes monitoring team performance, track key metrics, and identify areas for improvement.
• Manage our Tier 2 support processes and ticketing tool (JIRA Service Desk) including their continuous improvement.
• Oversee in-office support, executive support, company all-hands delivery.
• Tier 1 MSP Vendor Management:
• Be the primary contact for our Tier 1 Managed Service Provider (MSP) and ensure they are meeting agreed-upon Service level agreements and delivering value for money.
• Review performance metrics and identify opportunities to optimize the partnership.
• Negotiate contracts and manage vendor performance.
• Tier 3 Liaison:
• Be the liaison between the Tier 2 support team and our Tier 3 Service Delivery team and facilitate communication and collaboration between the two teams.
• Ensure seamless escalation of complex issues to Tier 3.
• Participate in service delivery meetings and provide feedback on areas for improvement.
• Escalation Management:
• Manage escalations from leadership across the organization, ensuring timely communication and resolution of issues.
• Prioritize escalations based on impact and communicate status to business partners.
• IT Process Ownership & Metrics:
• Manage key CIO processes, including Incident Management, Change Management, Request Management, and Asset Management.
• Define and track key performance indicators (KPIs) for each ITSM process.
• Report on performance against these metrics and identify areas for improvement.
• Ensure compliance with established IT policies and procedures.
• Continuous Improvement:
• Identify opportunities for process improvement and automation within the support structure and across IT operations.
• Implement best practices for IT operations management and service delivery.
• Stay current with the latest technologies and trends.

Qualifications and Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in IT operations management, specifically with multi-tiered support models.
• Proven experience managing IT teams, including vendor management experience.
• Experience running a team that supports a MacOS, Google Workspace and Okta environment.
• Experience with IT service management (ITSM) frameworks, such as ITIL.
• Knowledge of IT security best practices and compliance requirements.

Physical & Cognitive Requirements:

• Prompt and regular attendance at assigned work location.
• Capability to remain seated in a stationary position for prolonged periods.
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs of force (e.g., lifting a computer / laptop) may be required.
• Experience building productive and inclusive interactions with leadership, employees, and members.

Pay:

The United States new hire base salary target ranges for this full-time position are:

Zone A: $103,710 - $134,820 + equity + benefits

Zone B: $114,081 - $148,302 + equity + benefits

Zone C: $124,452 - $161,784 + equity + benefits

Zone D: $134,823 - $175,266 + equity + benefits

This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.

Benefits & Perks:

In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Paid Time Off ("PTO") and Discretionary Time Off ("DTO")

12 weeks of 100% Paid Parental leave

Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.

Work-From-Home reimbursement to support team collaboration home office work

Your recruiter will share more about the salary range and benefits package for your role during the hiring process.

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.