Manager, IT Field Support - Pittsburgh, PA

You’re more valuable than ever – And that’s just how we’ll make you feel.

At GoHealth Urgent Care, we place the needs of our patients first - by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.

As the Manager of IT Field Support on GoHealth’s IT team, you will be responsible for the planning, implementation, and support of the information technology infrastructure for outpatient healthcare facilities nationwide. This includes hardware and software deployment, network and systems operations and telecommunications. You will directly manage Field Technicians to ensure that all centers open on time and are functioning in a way that provides our users and patients with an effortless experience. You will collaborate closely with the Manager of IT Support to ensure that the IT Support Center adheres to established team Key Performance Indicators (KPIs) and Standard Operating Procedures (SOPs) across both remote and field operations. You will be responsible for maintaining "Tour Ready Centers," ensuring that our facilities are consistently presented in excellent condition. As a manager at our company, you will play a pivotal role in driving our culture and embodying our core values of Accountability, Collaboration, Courage & Integrity, Diversity & Inclusion, and Innovation, fostering an environment that promotes teamwork, ethical practices, and continuous improvement.

Job Requirements

Education

• Bachelor’s or equivalent experience required.

Work Experience

• 5+ years supporting IT operations required
• 2+ years leading/managing IT team members preferred

Required Licenses/Certifications

Additional Knowledge, Skills and Abilities Required

• Experience leading and motivating IT team members
• Demonstrated ability to deliver complex IT projects on time and within budget
• Knowledge and experience in routing, switching, firewalls, WAN and wireless infrastructure, VPN connectivity, and VoIP.
• Experience managing MS Exchange/Outlook and Microsoft Teams for the corporate environment

Additional Knowledge, Skills, and Abilities Preferred

• Experience leading and managing internal and external/outsourced teams
• In depth knowledge and experience with server and desktop operating systems such as Windows 10, Windows 11, and Mac OS
• Thorough knowledge of network, host and application technologies, particularly in a healthcare environment.
• Familiarity and experience with Healthcare regulatory compliance and reporting bodies (HIPAA, PCI, etc.)

Essential Functions

• Lead a team in making and executing technical decisions as it pertains to the IT needs of the urgent care centers.
• Lead/manage field technicians across multiple geographies and markets.
• Implement and support servers, VMs, desktop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates and patches.
• Design, deploy and support LANs, WANs, network segments, internet, and intranet systems to ensure network connectivity throughout infrastructure is on par with technical considerations. Provide support to the data circuit provisioning process. Adhere to timelines to make sure that internet connectivity is installed according to company guidelines.
• Plan and lead team(s) in implementing new site openings. Ensuring that all hardware is in place, tested, and operational prior to the date of go live.
• Manages communications with vendors and internal teams on ordering, installation, and turn up for primary and secondary circuits for new and existing locations.
• Proven time/project management across multiple projects in multiple geographic areas including different priorities and deadlines.
• Leads teams and staff in new market implementations providing subject matter expertise on implementations and field support processes.
• Lead process improvement initiatives for site check-up/maintenance, new center opening, and other support needs.
• Participate in system selections for enhancing patient care via new technologies.
• Identify and investigate ongoing and reoccurring IT related issues to determine root cause and provide solutions. Provide a plan for preventative maintenance of locations and ensure assigned tickets are resolved in a timely manner.
• Train and educate staff on solutions created to prevent reoccurring iss