Senior IT Manager

Job Summary

The Senior IT Manager is OnePeak Medical's in-house owner of IT systems, software, and vendor coordination. OnePeak's day-to-day network, helpdesk, and infrastructure support is delivered by our Managed IT Service Partner, an outsourced managed services provider. This role does not replace the Managed IT Service Partner — it owns everything the partner doesn't: in-house software and systems (EHR, POS, and other core business applications), IT strategy and roadmap decisions, and the accountability layer that holds the Managed IT Service Partner to its SLAs.

This is a hands-on, senior individual-contributor role: you'll set direction on IT strategy, own the systems and vendor relationships that sit outside the Managed IT Service Partner's scope, and serve as OnePeak's internal counterpart — translating clinical and business needs into requirements, directing the Managed IT Service Partner's execution, and holding the outsourced provider accountable.

Duties & Responsibilities

• Serve as OnePeak's primary internal point of contact for our Managed IT Service Partner; manage the day-to-day vendor relationship, escalate and track unresolved tickets, and hold the Managed IT Service Partner accountable to SLA commitments — ticket closure practices, response times, and provider hardware support.
• Own in-house IT systems and software: administer and configure the EHR (NextGen, transitioning to Athena One) and POS platforms, manage licensing and integrations, and lead vendor relationships for systems outside the Managed IT Service Partner's scope.
• Own identity and access management policy (OneLogin, transitioning to Entra ID/Intune) — set provisioning/deprovisioning standards and access control policy, directing the Managed IT Service Partner on execution across email, EHR, POS, and other core systems.
• Drive execution of OnePeak's IT roadmap in partnership with the Managed IT Service Partner, including MFA enforcement, backup ISP deployment, workstation replacement cycles, M365 backup implementation, EOL firewall replacement, and the Entra ID/Intune migration.
• Own OnePeak's data security and compliance posture — HIPAA-aligned access controls, backup and disaster recovery policy, and periodic security audits — directing the Managed IT Service Partner's implementation and independently verifying compliance.
• Set hardware and software standards and lifecycle plans (workstations, iPads, TVs, printers, clinic software) across all clinic locations; own procurement decisions and budget, with the Managed IT Service Partner handling on-site deployment and support.
• Manage vendor relationships and contracts for systems and services outside the Managed IT Service Partner's managed scope, including telecom (RingCentral) and other software/SaaS vendors.
• Design and deliver training for new systems and provide ongoing user education for clinical and administrative staff.
• Document IT systems, architecture, vendor responsibilities, and escalation procedures to reduce single-person and single-vendor dependency.
• Partner with clinical and administrative leadership to evaluate, recommend, and implement new technology, including supporting OnePeak's growing data and analytics infrastructure.
• Other duties as assigned by supervisor.

Skills & Qualifications

• 5+ years of progressive IT systems administration or management experience, including hands-on ownership of identity/SSO platforms and multi-location environments.
• Experience managing an outsourced/managed IT services provider (MSP) — able to direct vendor work, hold an MSP accountable to SLAs, and know when to escalate versus resolve directly.
• Direct experience administering an EHR and/or POS platform; healthcare or HIPAA-regulated environment experience strongly preferred.
• Demonstrated vendor management skills — able to evaluate, negotiate, and hold IT vendors (managed services, software, telecom) accountable.
• Strong troubleshooting and technical problem-solving skills across networks, endpoints, and business systems, sufficient to evaluate and direct third-party technical work.
• Excellent communication skills, with the ability to translate technical issues for non-technical clinical and administrative staff, and business needs into technical requirements for external vendors.
• Working knowledge of data security and compliance fundamentals (HIPAA, backup/DR, access control).
• Bachelor's degree in Information Technology, Computer Science, or equivalent practical experience.
• Relevant certifications a plus (CompTIA Security+, Microsoft/Azure Administrator, ITIL, or similar).
• Excellent time management skills and the ability to multi-task and prioritize competing demands.