Senior Manager, IT Operations

Reimagine the infrastructure of cancer care within a community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem. 

We’re looking for a Senior Manager, IT Operations to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer. Are you ready to be the next changemaker in cancer care?

What You'Ll Do

We are seeking an experienced and highly motivated Senior Manager, IT Operations to transform and lead our internal IT Operations team. The ideal candidate will have a strong background in leading operations in a high growth environment of 1,500 + users.  This role is responsible for leading the team that manages the help center, optimizes IT assets, curates effective and efficient employee and contingent worker onboard and offboarding, and strategically plans for system enhancements to ensure exceptional user experiences in a global, high-demand workplace.  In addition you will:

• Oversee the transformation, redesign, and execution of IT Operations into a global support organization with strong cross-functional engagement.
• Partner with peer operations organizations to fulfill technology requirements (Office, Supplier, Real Estate, and Executive Operations)
• Collaborate with systems administration and security teams to ensure accurate and timely escalation and resolution of complex issues and identify enhancement opportunities.
• Provide leadership, coaching, and performance oversight to IT Operations staff, fostering a culture of high performance and excellent customer service.
• Monitor, track, and report on help center KPIs and SLAs, ensuring targets are met and the Knowledge Center is accurate and user friendly. 
• Identify continuous improvement opportunities and proactively develop solutions and user training techniques to enhance employee productivity.
• Oversee financial and resource investments and technology driven policies and procedures as an extension of centralized IT Operations Support that align with business requirements and OKRs.

Who You Are

You're a collaborative and strategic technology leader with 8 or more years of professional experience, including at least 3 years of experience as a people manager,  transforming and leading technical support teams. You have experience working in the IT stacks of a few different mid-size organizations (with 500+ employees in 3 or more disparate locations) .You have a clear understanding of what it looks like when IT functions optimally in support of a global organization. You're excited by the prospect of rolling up your sleeves and ensuring support success while elevating team performance and execution that prioritizes users productivity. You’re a kind, passionate and collaborative problem-solver with a vision for seamless technology engagement across the Flatiron ecosystem. Additionally you have:

• A Bachelor's degree in Information Technology, Computer Science, or related field.
• Proven experience managing IT support teams and driving customer-focused improvements and enhancements.
• Demonstrated leadership and managerial experience in organizing team structure and responsibilities to maximize global performance.
• Proven metrics driven oversight and improvement in third-party operational support.
• Technical proficiency with endpoint management tools like JAMF, Intune, SCCM.
• Proficiency with configuration and imaging tools for Mac operating systems, Apple Business Manager, and Apple Configurator
• Extensive experience with day-to-day asset management tools for resource optimization in a high tech environment like Oomnitza, JAMF Pro, and Tangoe
• Extensive experience with ticketing tools like Jira and Zendesk
• Relevant experience with SSO tools like OKTA, MFA tools like Duo and corporate applications like Google Workspace, Slacketc.
• Excellent analytical and problem-solving skills, with a data-driven mindset.
• Exceptional leadership and communication skills, both written and verbal.
• Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.

Extra Credit

• You have relevant industry certifications (e.g., CompTIA A+, ITIL, AVIXA) are a plus.
• You have experience developing business continuity and disaster recovery plans.
• You have experience supporting global teams both in the United States, and overseas .

Where You’Ll Work

In this hybrid role, you’ll have a defined work location that includes work from home and 4 office days set by your manager and you. For more information on our approach to hybrid work, please visit the how we work website.

Life At Flatiron

At Flatiron Health, we offer a full range of benefits to support you and your loved ones so you can focus your working hours on improving cancer care and accelerating cancer research, and your non-working hours on everything else life has to offer: 

• Work/life autonomy via flexible work hours and flexible paid time off
• Comprehensive compensation package
• 401(k) contribution to help you reach your retirement planning goals
• Financial health resources including 1:1 financial advice
• Mental well-being tools and services 
• Parental benefits and policies including family-building care and generous leave
• Path to parenthood programs supporting fertility, adoption and surrogacy
• Travel support for safe healthcare services

In addition to our robust benefit offerings, visit our Life at Flatiron page to learn how we support continuous learning and celebrate Diversity in the workplace.