We are seeking a Manager, IT Support Services to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.
About the Role:
The Manager, IT Support Services is responsible for managing the Information Technology (IT) support team to ensure seamless technology operations that directly impact member care and organizational efficiency. This role involves resource management, and continuous improvement of IT support processes to meet the unique demands of health and social care environments. The Manager, IT Support Services will collaborate closely with clinical and administrative teams to align IT support services with organizational goals and compliance requirements. The Manager, IT Support Services will also be accountable for managing incident resolution, service requests, and maintaining high levels of user satisfaction across all healthcare IT systems. Ultimately, this role ensures that technology infrastructure and support services are reliable, secure, and responsive to the dynamic needs of internal and external stakeholders.
Minimum Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 5 years of experience in IT support or service management, with a minimum of 3 years in a supervisory or managerial role.
- Proven experience working within the healthcare industry or supporting healthcare IT systems.
- Strong knowledge of healthcare regulations and standards, including HIPAA compliance.
- Excellent communication and interpersonal skills to effectively interact with technical teams and healthcare professionals.
- Relevant experience may substitute for educational requirement on a year-for-year basis.
Preferred Qualifications:
- Master’s degree in Information Technology, Health Informatics, or Business Administration.
- ITIL Foundation or higher certification in IT service management.
- Experience with electronic health record (EHR) systems and healthcare-specific software support.
- Demonstrated ability to lead change management initiatives in a healthcare IT environment.
Responsibilities:
- Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
- Lead and manage the IT support team to deliver timely and effective technical assistance to internal and external stakeholders.
- Develop and implement IT support procedures, workflows and best practices tailored to health and social care operations and regulatory standards.
- Coordinate with clinical and administrative teams to understand their technology needs and provide appropriate support solutions.
- Manages incident tracking, problem resolution, and service request fulfillment to minimize downtime and maintain system availability.
- Monitor and report on key performance indicators (KPIs) related to IT support services, driving continuous improvement initiatives.
- Manage vendor relationships and contracts related to IT support tools and services to ensure cost-effectiveness and quality.
- Ensure compliance with healthcare regulations such as HIPAA in all IT support activities and data handling.
- Plan and execute training programs to enhance the technical skills and customer service capabilities of the IT support team.
- Perform other duties as assigned.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, or related field (or year-for-year experience substitution)
- At least 5 years of experience in IT support or service management, including a minimum of 3 years in a supervisory or managerial role
- Proven experience working within the healthcare industry or supporting healthcare IT systems
- Strong knowledge of healthcare regulations and standards, including HIPAA compliance
- Excellent communication and interpersonal skills to interact with technical teams and healthcare professionals
- Master's degree in IT, Health Informatics, or Business Administration
- ITIL Foundation or higher certification in IT service management
- Experience with electronic health record (EHR) systems and healthcare-specific software support
- Demonstrated ability to lead change management initiatives in a healthcare IT environment
What We Do
Independent Living Systems, LLC, offers a comprehensive range of clinical and third-party administrative services to managed care organizations and providers that serve high-cost, complex member populations in the Medicare, Medicaid and Dual-Eligible Market. Independent Living Systems has been an industry leader in managing home and community-based programs for over 16 years. Leveraging ILS’ award winning technology platform, ILS provides assistance beyond the clinical realm at every stage of care from hospitalization to the treatment of chronic illnesses to personalized care management including nutritional support. As one of the country’s leading providers of Nutritional Support Services and medically tailored meals, ILS provides nutrition counseling and home delivered meals for individuals transitioning from acute settings to the home as well as for those combatting the effects of one or more chronic diseases. In partnership with health plans, providers, hospitals, and pharmaceutical and medical device companies, ILS provides solutions aimed at improving health outcomes while rebalancing costs. ILS’ suite of products and services include: MLTSS - Managed Long-Term Services Supports Suite of solutions including assessments, care management, and coordination of home and community-based services, care planning, and back-office support CCM - Comprehensive Care Management A streamlined solution for ongoing care management and care optimization targeted towards special needs populations and special needs plans Meals and Nutrition One of the nation’s largest nutritional providers delivering consistent, high-quality therapeutic meals to elderly and at-risk populations TPA – Third Party Administration A fully integrated business and technology offering to support all administrative and financial reporting requirements of health plans and risk bearing entities MSO – Management Services Organization Population and provider-based interventions to address utilization and monitor unit costs of services For more information please contact us via email at [email protected].
