Full employer posting
The Lead IT Operations role is responsible for overseeing and coordinating the delivery of IT support services across desktop engineering and service desk functions. This position ensures effective operation, maintenance, and support of all end-user computing environments, including hardware, software, networking, and mobile devices, within a multi-campus healthcare organization. The Lead IT Operations professional will architect, plan, and implement technical solutions, lead and mentor IT staff, and serve as a primary point of contact for escalated issues, process improvements, and operational excellence.
EDUCATION AND EXPERIENCE REQUIREMENT(S): Bachelor’s degree in computer science, Computer Engineering, MIS, or related field; or equivalent work experience. 5–7 years of progressive experience in a medium to large IT environment, preferably with Microsoft infrastructure. 2–4 years of supervisory or lead experience in IT support or service desk operations. Industry certifications (A+, MCSE, MSCTS, SCCM, etc.) preferred.
Extensive experience with Microsoft products, including Windows Desktop OS, Office Suite, SCCM, MDT, Active Directory, and application virtualization. Strong customer service skills and ability to communicate technical concepts to non-technical staff. PRIMARY RESPONSIBILITIES OF THE POSITION: Technical Leadership & Support Architect, design, and implement desktop and endpoint technical solutions.
Lead support staff in resolving hardware, software, and networking issues; ensure timely resolution and customer satisfaction. Oversee production break-fix activities, maintenance, project support, and mobile device management. Ensure deployment of standardized desktop images and secure configurations.
Collaborate with server, network, and application teams to set technical standards and resolve complex issues. Service Desk Operations Act as point of contact for escalated service desk issues; delegate and monitor tasks among associates. Track, monitor, and prioritize incoming requests via phone, email, and in-person channels.
Maintain and update schedules, standard operating procedures, and training materials. Ensure compliance with organizational policies, including system access controls and HIPAA regulations. Provide updates to management on department operations, schedules, and staff performance.
Maintain asset inventory and coordinate procurement for refresh cycles and special requests. Process Improvement & Documentation Analyze trends, recurring issues, and recommend process improvements. Document resolutions, update knowledge bases, and create training/coaching opportunities.
Participate in disaster recovery planning and compliance reviews. Customer Service & Training Respond promptly to customer requests and exceed expectations. Train users and staff on hardware and software; provide coaching and support for new associates.
Maintain confidentiality and integrity of all data; adhere to ethical standards. Additional Duties Participate in project teams to gather requirements and deliver IT solutions. Accept and complete other duties as assigned by IT management.
Complete all annual training requirements PHYSICAL
Ability to push/pull, lift/move up to 25 lbs. Perform manual manipulations (keyboard, writing, filing) for extended periods. Mobility to work at a computer terminal or move between locations as needed.
Comprehend and communicate in spoken and written English. Ellis Medicine is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, and will prohibit, discrimination on the basis of race, creed, color, religion, sex/gender (including pregnancy), age, national origin, disability (including pregnancy-related conditions), genetic information, predisposition or carrier status, military or veteran status, prior arrest or conviction record, marital or familial status, sexual orientation, transgender status, gender identity, gender expression, reproductive health decisions, domestic violence victim status, known relationship or association with any member of a protected class, and any other characteristic protected by applicable law violates federal, state and, where applicable, local laws , reproductive health decisions or source of payment, consistent with applicable legislation and to comply with the laws pertaining thereto.
Salary Range: $ 27.52-$41.27 /hour Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The
may also vary within the stated range based on location.
Days shift
About the role
The Lead IT Operations role is responsible for overseeing and coordinating the delivery of IT support services across desktop engineering and service desk functions. This position ensures effective operation, maintenance, and support of all end-user computing environments, including hardware, software, networking, and mobile devices, within a multi-campus healthcare organization.