Manager, IT Operations & Support

Description

Position Summary

Supports the implementation, maintenance and day-to-day operation of Iowa Hospital Association’s (IHA) technology infrastructure, including network operations, endpoint devices, cloud environments, audiovisual (AV) technologies, cybersecurity, disaster recovery and software applications. Helps maintain the performance, security and reliability of systems across the organization by providing technical support, troubleshooting and documentation. The role is primarily execution-focused and supports IT planning and continuous improvement efforts in partnership with senior IT leadership to maintain a secure, efficient and user-friendly technology environment that aligns with organizational goals. This role reflects IHA’s behaviors of ownership, collaboration, innovation and servant leadership.

Responsibilities

• Installs, configures and maintains laptops, workstations, peripherals and related hardware, ensuring reliable performance and minimal downtime, and performs diagnostics, repairs and upgrades within established procedures and service expectations
• Supports and coordinates software installations, updates and configurations, supporting local and cloud-based network environments, ensuring systems remain current, secure and compliant with organizational standards, and recommending or applying appropriate solutions within established standards
• Supports network, wireless and cloud operations, monitoring system performance, resolving routine issues and escalating complex infrastructure issues as needed to maintain uptime and connectivity targets
• Supports and maintains conference room and audiovisual (AV) technology, ensuring equipment functionality, software currency and reliable operation; troubleshoots issues, coordinates service and support activities with designated AV vendors, and escalates issues requiring specialized vendor expertise or infrastructure-level changes while maintaining appropriate documentation and inventory records
• Supports system security, data privacy and internet services while identifying risks, implementing approved corrective actions and escalating concerns as needed
• Provides onboarding and ongoing technical orientation for staff, ensuring users are equipped to effectively and securely utilize systems, and supporting training needs based on organizational changes and technology updates
• Maintains detailed documentation of systems, repairs, inventory and change control activities, ensuring accuracy, audit readiness and traceability of IT activities
• Recommends hardware, software and service purchases, providing input on IT budgeting and expense tracking, and recommending solutions that balance cost, performance and security
• Models and promotes safe work practices, including proper workstation ergonomics, to support employee well-being and injury prevention
• Performs other related duties as assigned to support departmental and organizational goals

Internal Relationships

• Works closely with the IT Operations & Security team and staff across departments to ensure seamless technology operations and support
• Provides direct technical assistance and training to IHA employees
• Collaborates with the Education team to support conference room technology, ensuring meeting and event spaces remain technically operational and available for organizational use

External Relationships

• Coordinates with vendors and service providers for hardware, software and support services
• May engage with external partners to support assigned IT initiatives or shared services
• Coordinates with audiovisual vendors and service providers to support conference room technology, maintenance activities and specialized troubleshooting

Requirements

Knowledge and Skills

• Strong technical knowledge of computer hardware, software, networking, cloud environments and cybersecurity
• Proficiency in troubleshooting, diagnostics and system maintenance
• Excellent problem-solving, organizational and communication skills
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment

Education and Experience

• Bachelor’s degree in information technology, computer science, or related field preferred
• Minimum two (2) years of experience in IT support or technician role required
• CompTIA A+ Certification or equivalent required; Microsoft Certified Professional (MCP) preferred
• An equivalent combination of education, training and experience may be considered

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 25 pounds at times and on occasion, up to 50 pounds
• Ability to support organizational events, which may occasionally require extended periods of standing, light lifting or schedule flexibility

Equal Opportunity Employer

Qualified applicants will be considered despite race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class.