Job description

Responsibilities - Vendor Relationship Management - Serve as the primary liaison with our outsourced IT provider, ensuring service delivery continues to align with business expectations, SLAs, and compliance requirements. - Healthcare IT Operations - Ensure systems and processes align with healthcare-specific standards (e.g., HIPAA, PHI data handling), including collaboration with clinical and administrative teams. - Security & Compliance Oversight - Maintain a secure IT environment through active oversight of endpoint protection, access control, and adherence to regulatory requirements, in partnership with our outsourced IT service provider. - Hardware and Software Selection – Recommend standard equipment for each role within knownwell, and work with our outsourced IT provider to formalize and implement these standard offerings. Approve equipment quotes and ensure adherence to standard equipment, considering exceptions as needed. - Clinic Launch & Onboarding Support - Collaborate cross-functionally to support IT infrastructure setup (workspace and network equipment installation) and staff onboarding at new clinic locations; travel up to 15% of the time as needed. - Policy & Process Implementation - Create and maintain IT operational procedures, support documentation, and business continuity plans to enable scale and consistency. - Strategic IT Planning – Participate in strategic discussions about IT service models (outsourced vs. blended vs. in-sourced) as the business scales, considering cost, quality, service level expectations, and other factors. If the IT function evolves to include additional in-house roles, you may also be responsible for recruiting, onboarding, and leading others. - IT Support & Troubleshooting – Provide direct, hands-on support for urgent or high-impact technical issues, especially in Microsoft 365, Teams, Azure AD, Zoom Phone/Contact Center, and networking. (This should be infrequent, since our outsourced IT provider handles this the vast majority of the time.) Requirements - 5+ years of IT experience - Broad technical background as an IT generalist, including infrastructure, endpoint management, networking, and helpdesk operations - Proven experience partnering with third-party IT service providers to deliver a best-in-class IT experience for employees - Strong knowledge of Microsoft 365, Azure AD, Windows Server, Teams, and other Microsoft-based platforms - Familiarity with healthcare IT environments, including electronic health records (EHR), HIPAA compliance, and patient data security - Excellent project management and communication skills, with a service-oriented mindset - Ability and willingness to travel up to 15% to support new site openings - Experience supporting multi-site clinical environments or ambulatory care networks preferred; experience supporting multi-site corporate offices may suffice

Requirements