IT Operations Manager - EMERGICON LLC

The IT Operations Manager will oversee and manage all aspects of the company's IT infrastructure and helpdesk operations. The individual will be responsible for ensuring the availability, performance, and security of critical systems, including the Billing application, secure remote connectivity, backup/recovery plans, and the Darktrace security tool. The IT Operations Manager will lead a small team, work closely with vendors, and ensure alignment with the company’s strategic IT goals.

REPORTS TO/SUPERVISES 

The IT Operations Manager reports directly to the Chief Information Officer and is responsible for leading a small IT team while effectively collaborating with other Emergicon personnel across all departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Manage and ensure the high availability of all critical systems, including servers, networks, and the Billing application.

· Implement proactive monitoring and troubleshooting to prevent downtime and optimize system performance.

· Provide and manage secure remote connectivity solutions for employees, ensuring reliable and secure access to the network from any location.

· Validate and continuously improve the company’s backup and disaster recovery plan, ensuring minimal data loss and quick recovery in case of system failures.

· Regularly test and audit the recovery process to ensure readiness.

· Manage and optimize the Darktrace security system to proactively identify and mitigate threats.

· Collaborate with the security team to ensure strong defense mechanisms are in place.

· Lead and mentor the infrastructure and helpdesk teams, ensuring they are equipped to meet performance targets.

· Manage IT vendor relationships, ensuring services meet SLAs, and explore cost-saving opportunities.

· Continuously assess and improve the performance of IT systems, including hardware, software, and cloud services.

· Implement automation to reduce manual intervention and enhance operational efficiency.

· Lead infrastructure-related projects, such as system upgrades, migrations, and new technology implementations, ensuring they are completed on time and within budget.

· Ensure accurate and up-to-date documentation of system changes, configurations, and processes.

· Communicate regularly with stakeholders, providing status updates on projects and system performance.

· Other job-related duties as assigned

EDUCATION AND EXPERIENCE 

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• Five years of experience in IT infrastructure management, network administration, or similar roles.

• Strong knowledge of system/network administration, virtualization technologies, cloud services, and remote access solutions.

• Hands-on experience with managing security tools (e.g., Darktrace) and disaster recovery processes.

• Experience with project management and leading IT infrastructure teams.

• Certifications such as ITIL, PMP, CISSP, or equivalent preferred.

• Experience with large-scale migrations or implementations (e.g., migrating client data or systems) preferred.

• Experience with cloud platforms (e.g., AWS, Azure) and virtualization technologies.

KNOWLEDGE, SKILLS, AND ABILITIES

• Familiarity with automation tools and strategies to streamline infrastructure processes.

• Strong communication and leadership skills.

• Ability to manage vendor relationships and explore cost-efficient technology solutions.

• Familiarity with EMS/Medical Billing or similar applications.

WORKING CONDITIONS

This position requires prolonged periods of sitting or standing at a workstation while performing tasks on a computer.

WORK LOCATION

Work is primarily conducted on-site at our Terrell, TX location. This role is eligible for a hybrid work schedule, allowing for a combination of in-office and remote work.