Job Description:
NextGen Healthcare is seeking an experienced, high-caliber Manager, Information Operations (Info Ops) to lead our regional field engineering team and centralized support organization. In this multi-faceted leadership role, you will direct the delivery of premier onsite technical support, high-availability infrastructure management, and clinical technology operations, while overseeing centralized service desk performance, workforce management, and remote client support for major enterprise healthcare partners.
This position is anchored in Montgomery County, Maryland (Bethesda/Rockville area) and provides regional leadership across the Greater Washington, D.C. Area, overseeing onsite field engineering operations and personnel supporting a high concentration of client facilities throughout Northern Virginia and suburban Maryland.
- Manage and direct the day-to-day operations of the Technical Support and Field Services teams, fostering a productive and positive work environment.
- Monitor, report on, and analyze service levels, response times, and customer satisfaction metrics; implement corrective actions to meet performance targets.
- Execute tactical plans and technical projects to meet and exceed service level agreements (SLAs), with a focus on VIP and Managed Services accounts.
- Serve as an escalation point for complex technical issues, ensuring timely resolution and clear communication with customer representatives and stakeholders.
- Perform essential personnel functions, including interviewing, hiring, onboarding, evaluating performance, and fostering ongoing professional development for team members.
- Collaborate with Managed Services, Application Support, Application Development, and Systems Infrastructure teams to analyze workflows and support process streamlining efforts.
- Coordinate with internal engineering groups, third-party vendors, and client-facing teams to facilitate seamless system integration and issue resolution.
- Gather and compile customer feedback from daily operations to share with the Director, contributing to continuous product and service improvements.
- Partner with internal stakeholders to help define technical specifications, system goals, and deployment schedules for operational tools.
- Evaluate and recommend new support tools and technologies to enhance team efficiency and improve operational processes.
- Assist in forecasting technology costs, managing software licensing, and providing data for the annual budget planning process.
- Perform other duties that support the overall objective of the position.
Education Required:
- Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
Experience Required:
- 6+years of progressive experience in an IT support, systems administration, or a similar technical role.
- 2+ years of experience in a supervisory, team lead, or management capacity.
- Demonstrated experience working within a complex, large-scale organizational environment.
- Experience within the healthcare, EHR, or practice management software industry preferred.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Knowledge, Skills & Abilities:
- Knowledge of: Broad technical understanding across Microsoft Windows Servers and Active Directory; Cloud infrastructure platforms (e.g., AWS, Microsoft 365, Azure); Storage Area Networks (SAN) and Virtualization technologies; System monitoring tools and backup/recovery processes; Scripting languages for automation (e.g., PowerShell); Modern networking protocols and cybersecurity best practices; Data privacy regulations in a healthcare environment (e.g., HIPAA).
- Skill in: Advanced technical troubleshooting of complex systems; Excellent written, verbal, and interpersonal communication; Translating technical details for both technical and non-technical audiences.
- Ability to: Lead, coach, and motivate technical teams to meet performance targets; Manage short-term technical projects and track milestones; Prioritize tasks, multitask, and remain organized in a dynamic environment; Adapt quickly to changing technologies and drive small-scale process improvements.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
