Manager, IT Operations

We are looking for an IT Operations Manager to lead and manage our team of distributed IT Operations Specialists to support a hybrid workforce. Ensuring operational efficiency across Thirty Madison’s corporate business units and Pharmacy Locations. This role will require you to demonstrate technical expertise, leadership, strategic thinking, and a customer service oriented mindset. You will be responsible for driving process improvements, managing incidents and requests, and providing exceptional service to our users. This is a permanent position, offering a unique opportunity to work in a dynamic and fast-paced environment where your contributions will have a direct impact on the success of our business. Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions!

Comp | Perks | Benefits

• The base pay range for this position is $100,800 - $138,600.**
• Competitive Salary + Annual Incentive Plan + Stock Option Package
• Robust and affordable Health, Dental, and Vision plan options
• 401k with a match, commuter benefits, and FSA
• Annual $750 vacation stipend and $500 happiness stipend
• Flexible time off policy
• Career growth opportunities

** Within the range, individual compensation will be determined through a wide variety of factors including but not limited to education, experience, knowledge, and skills. Please note that the compensation range listed reflects the base salary only, and does not include incentive target, equity, or benefits.”

What you get to do every day

• As a hands-on IT Operations Manager, you will be a coach and player with the opportunity to lead, develop, and manage the IT Operations team in handling end user support and operational efficiency efforts. Fostering a culture of quality service delivery and continuous improvement.
• Completing 1:1s, performance evaluations, advocating for raises and promotions, and coaching the team members to meet their career goals.
• Track team success metrics, analyze help desk performance data to identify trends, issues, and opportunities for growth and improvement of workforce productivity.
• Oversee service request and IT incident response processes, ensuring timely response and resolution times, and customer satisfaction.
• Collaborate with managers across our Pharmacy locations, and Thirty Madison business units to proactively identify needs and areas of partnership.
• Evolve IT processes, policies, and procedures
• Work with the team to develop a technical knowledge base with documentation and runbooks to lay the foundations for developing a self service support culture.
• Work closely with the Director of IT to maintain a strong collaborative culture on your team and at Thirty Madison that embodies our mission of delivering modern, high quality, and accessible health care services.
• Be a part of the IT recruiting process from outreach, interviewing, coaching technicians new to interviewing and onboarding new hires.

What you bring to the role

• You are a positive, inspiring, and supportive leader; a nurturer of talent
• A passion for building an inclusive team culture where engineers of a diverse set of backgrounds can grow.
• You have a customer service oriented mindset
• You have proven experience leading IT Service Management (ITSM) and IT Operations, and a demonstrated strong technical background
• Experience establishing team success metrics, tracking, reporting, and utilizing ITSM (i.e. Freshworks, Zendesk, etc.) tools
• Desire to support operational excellence, strengthen workforce productivity, and achieve a high level of customer satisfaction
• You have experience managing stakeholders and pushing back on items that are not high priority.
• Excellent communication and interpersonal, with the ability to effectively simplify technical concepts.

Meet The Team:

Direct and manage the implementation and maintenance of the overall IT platform/infrastructure for all Torc locations within the United States and Global sites. Oversee multiple areas within information technology, such as computer hardware, server software, networking, telecommunications, computer support, database analysis, data security, etc. Ensure the stability, integrity, and operation of all systems, and oversee the monitoring, maintaining, supporting, and optimizing of all network software, hardware, and operating systems. Oversee security solutions, including firewalls, antivirus, intrusion protection systems, disaster recovery, and back-up procedures.

What You’ll Do:

• Information Technology Leadership
  • Direct and manage the implementation and maintenance of the overall IT platform/infrastructure. Overseeing all technology operations and evaluating them according to established goals. Create and maintain reports and metrics to communicate systems strength and condition to the Leadership Team. Create reports and proposals identify needs of the department.
  • Oversee multiple areas within information technology, such as computer hardware, server software, networking, telecommunications, computer support, database analysis, etc. Ensure the stability, integrity, and operation of all systems, and oversee the monitoring, maintaining, supporting, and optimizing of all network software, hardware, and operating systems. Analyzing the business requirements of all departments to determine their technology needs. Identify the need for and provide recommendations for upgrades, configurations, or new systems to maintain the highest standard of computers and software for high tech industry business needs.
  • Monitor the organization's operational requirements, research strategies and technology solutions, and build the most cost-effective and efficient system to achieve those goals.
  • Develops and implements business continuity protocols to minimize disruption to business operations in the event of emergency situations or data loss. Oversee security solutions, including firewalls, antivirus, intrusion protection systems, disaster recovery, and back-up procedures.
  • Facilitates IT security audits or investigations. Collaborate with People Operations, Legal, and external police and emergency services ad needed for investigations. Thoroughly document all security and loss abuse.
  • Lead the development of IT policies, procedures, and systems for computer systems operations and development and support the implementation and maintenance of strategies set by senior leadership team.
  • Assist in building relationships with vendors and creating cost-efficient contracts.
  • Develop, implement, and maintain cost efficient and secure systems for new and enhance sites for national and global locations. Collaborate with local officials, utilities, and vendors to establish and maintain the highest level of IT services and cost efficiency for Torc locations.
• Financial Management
  • Control and maintain the IT budget and expenditures ensuring the technology needs of business and employees are met. Create proposals and maintain a budget with facility and utility needs, equipment costs, labor requirements, storage capacity, etc., and collaborate with Finance on financial requests and ongoing budget preservation.
  • Organize and maintain all financial documents according to policies and procedures.
  • Purchase efficient and cost-effective technological equipment and software.
• People Management
  • Guide the team to set, track, and achieve goals aligned with companywide vision, goals, and initiatives.
  • Provide up-to-date guidance and direction to employees to ensure compliance with federal, state, company policies, procedures, guidelines, and management principles.
  • Accomplishes department objectives by supervising employees and organizing and monitoring work processes with the highest degree of quality and safety.

What You’ll Need to Succeed:

• Bachelor’s Degree in Computer Science, Engineering OR relevant experience. Master’s Degree preferred.
• 10+ years of experience in managing an IT department with security and multiple sites within the United States. IT experience with operating a global site preferred.
• Experience with analysis, implementation and evaluation of IT systems and their specifications.
• Experience in controlling information technology budget and equipment purchasing.
• Experience with computer systems (hardware/software), networks etc.
• Experience with information security program development and oversight including cyber-security standards and audit processes and procedures. Knowledge of NOC/SOC activities and GRC initiatives and security risk management.
• Ability to effectively manage time, prioritize, delegate, and handle multiple tasks with a global team in a fast-paced environment.
• Excellent interpersonal, verbal, and written communication skills to build trust and strong working relationships, effectively create and proofread documents and reports, and communicate to a diverse workforce.
• Keen attention to detail to identify problems and processes that don’t comply with protocol.
• Critical/logical thinking to identify problems and provide solutions to ensure efficiency, safety, and quality.
• Strong time management and organizational skills to plan, develop, coordinate resources, prioritize effectively, and maintain competing demands simultaneously with frequent interruptions and in a fast-paced environment.
• Ability to ethically handle sensitive and confidential information with impartiality and professionalism.

Perks of Being a Full-time Torc’r  

Torc cares about our team members and we strive to provide benefits and resources to support their health, work/life balance, and future. Our culture is collaborative, energetic, and team focused. Torc offers:     

• A competitive compensation package that includes a bonus component and stock options  
• 100% paid medical, dental, and vision premiums for full-time employees    
• 401K plan with a 6% employer match  
• Flexibility in schedule and generous paid vacation (available immediately after start date) 
• Company-wide holiday office closures  
• AD+D and Life Insurance

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia has been named a top software company by The Software Report and rated a leader by the analyst community. Acquia’s CoE is a Great Place to Work certified organization. We are Acquia. We are building for the future and we want you to be a part of it!

We’re looking for a Support Engineer to join our Support team to help provide comprehensive technical application support and analysis in a fast-paced SaaS environment. In the role, one must be able to work directly with customers in high-pressure situations; have strong analytic, organizational, time management, and communication skills. We’re looking for a team player that possesses the willingness to do whatever it takes to achieve the highest level of customer satisfaction. This role is cross-functional interacting with Engineering, Operations and Professional Services teams.

What will you do?

• Interact directly with customers to isolate, reproduce, troubleshoot and resolve data and product interface problems
• Use problem-solving, critical-thinking and multi-tasking skills to maximize productivity and efficiency
• Maintain a detailed understanding of product architecture, technical components and application functionality
• Use troubleshooting experience to create and update our team Knowledge-base articles, Troubleshooting Guides, FAQ’s, and other related support collateral.
• Ability to mentor and display leadership and ownership of issues

Requirements:

• 1-3 years of experience with SQL, TSql, PL/SQL or similar database programming language experience. Of particular importance, SQL Aggregate functions (COUNT,SUM,MIN,MAX,GROUP BY)
• Familiarity with any ticketing system.
• Experience working in a support team environment,  supporting a product/service or helping others with 3-5 years of relevant experience.
• Strong written and verbal communication skills with experience communicating at all levels of client organizations.
• Ability to function and thrive in a team environment with an appreciation of aggressive goals.  
• Intellectual curiosity, along with excellent problem-solving and quantitative skills, including the ability to disaggregate issues and identify root causes.
• Bachelor's degree in information technology, computer science or a related field

Extra Credit: 

• Familiarity with “Big Data” concepts is a plus
• Experience in a SaaS environment is a plus
• Experience with Drupal or other CMS is a plus
• Familiarity with HTML, CSS, JS and other web technologies

Why Acquia Support?

• A genuinely fun place to work. We're a tight-knit team with a lot of energy and opportunities to work collaboratively with others, both in Support and across Acquia as a whole to improve our offerings and customer experiences.
• We're not a call center.  Acquia is looking for engineers, not someone to just answer the phone. We provide opportunities to constantly learn and grow your technical skills while solving sophisticated challenges involving cloud technology.
• When we say work/life balance, we mean it. Paid quarterly on-call, and a liberal vacation policy mean a role where you can have a life, not just a job you can live with.

Other Skills and Abilities:

• Demonstrates a clear sense of their role, responsibilities, and purpose within a globally inclusive working team.
• Adopts a team approach, acknowledging and appreciating efforts, contributions, and compromises. Recognises the common purpose of the team and respects team decisions.
• Demonstrates integrity by aligning Acquia's values with behaviors.
• Demonstrates that they are more concerned with doing the right thing than being right. Acts courageously and does the right thing, even when it's hard to do.

Individuals seeking employment at Acquia are considered without regard to race, color, religion, caste, creed, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.

As a Support Engineer at Lumos, you have the opportunity to be a founding member of our Support function. Partnering with the Solutions Engineering team as well as Customer Success Managers, our goal is to find the equilibrium between quantity and quality, where speed and accuracy are our best offense and defense. As Lumos grows its client base by more than double this year, your role is essential to the success of our customers. Enablement, troubleshooting, and clarity of communication are pillars in your everyday interactions. In the Support Engineer role, you’ll not only report into the Support Engineering Lead, but you’ll partner with them in developing clear swim lanes for Support at Lumos and truly shape the future of the team.

✨ Your Responsibilities

• Creating a World-Class Support Experience: Interacting with our client base on the day to day, you will have a direct impact on shaping their experience with Lumos. We want to ensure attention to detail, a friendly approach, and consistent care are present in each and every interaction.
• Troubleshooting Complex Technical Errors: Lumos is still early in its development, and we’re rolling out new features often. With this level of innovation can also introduce unexpected behaviors. It’s essential that you stay on top of the product development, relay customer feedback through validating enablement materials, and are extremely clear in your handoffs to our engineers for further actioning as needed.
• Proactively Developing Product Expertise: Similar to the above, partnering with our Product Managers is essential. If we don’t have the information we need to successfully support customers on a new feature rollout, seek to discover. By establishing these mutually beneficial relationships, you’ll become a product expert and the voice of the client in product development.
• Reflecting On and Finding Solutions for Current Support Opportunities: Because we’re building this team from the ground up, your thoughts, opinions, and considerations are essential to our longterm success. Giving feedback and being creative in your problem solving are critical.

???? What We Value

We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation, excitement, and potential to grow into the role than about your CV.

Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.

*We encourage you to apply even if you think you might not be perfect fit! ????

Thank you for considering Lumos! ????

????Pay Range

• $85,000 - $115,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.

Thank you for considering us - we're flattered! ???? ????

About This Role

The Senior Manager IT Infrastructure and Systems is a critical member of the Corporate IT team and is responsible for the staff who provide solutions engineering and operations of iRhythm’s infrastructure and systems.  Utilizing skills and experience, this person will lead teams responsible for the quality driven design, test, build and commissioning of our IT systems, including network, storage, compute, communication and collaboration services across our on premise, co-location data centers, and cloud environments. 

What You Will Be Doing:

• Manage the teams responsible for the design, build and support of corporate networks, servers, storage, telephony, cloud and on premise systems
• Directly mange the daily activity of the infrastructure and systems teams and members
• Work with other areas of IT to ensure smooth operations and support of current and new infrastructure and systems
• Project manage infrastructure and systems operational and project goals in line with budget
• Drive technical leadership, support and architectural direction across multiple teams and technical domains
• Ensure that systems and services are monitored, managed and scaled to meet the expanding needs of the business
• Lead the evaluation and selection of systems and infrastructure in conjunction with IT strategy and business requirement
• Pioneer Technology transformation
• Develop and drive infrastructure and systems roadmaps
• Partner with various business leaders to identify system requirements and develop appropriate solutions
• Ensure that systems and infrastructure remain compliant with our quality system
• Conduct regular reviews and audits to ensure compliance with service delivery objectives, security requirements and performance standards
• Serve as an internal escalation point
• Engage and manage vendors and partners to delivery high quality IT services
• Align with and support Information Security projects and initiatives
• Develop solutions for international expansion
• Working with cross functional teams to execute on Organizational goals

About You

What You Need for this Position:

• 10+ years of progressively increasing responsibility and  infrastructure management experience
• Working knowledge and experience with enterprise local and wide area networks, servers and storage systems
• Experience with SSO and authentication systems. Experience with Okta is a plus
• Working knowledge of Microsoft Server operating Systems & Active Directory and M365
• Previous experience developing disaster recovery and business continuity solutions
• Demonstrated history of delivering value with a mix of SaaS and IaaS
• Experience with network and system design and architecture
• Significant expertise with cloud compute and storage (AWS/ Azure)
• Must be able to handle changing and competing priorities
• Experience with Microsoft collaboration suite (Office 365 Mail, Teams, SharePoint, OneDrive)
• Excellent interaction and communication skills; ability to communicate (both written and verbal) clearly and concisely
• A service-oriented mindset with a focus on creating value for our internal customers and business partners
• Experience operating in a 24x7 international company
• Previous experience in healthcare, life-science, pharma or bio company
• Experience working in a SOX regulated company a must
• High energy and ability to work independently in a very fast growth environment
• Experience interfacing with and managing vendors and managed service providers

Education and Certifications

• Minimum AA degree in Information Systems, related field, or equivalent experience
• ITIL Certification a plus
• Project Management certifications a plus
• Experience with HIPAA/HITECH, GDPR, ISO, NIST 800-53, SOX a plus

What's In It For You

This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability. Additionally, we offer:

• emotional health support for you and your loved ones
• legal / financial / identity theft/ pet and child referral assistance
• paid parental leave, paid holidays, travel assistance for personal trips and PTO!

iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more! 

FLSA Status: Exempt

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