Manager, IT Support

Founded in 2019 and headquartered in Pittsburgh, PA, Free Market Health supports forward-thinking payers and specialty pharmacies of all sizes who need to operate in a complex and opaque market. We empower all stakeholders to optimize resources and maximize opportunities while focusing on the most important stakeholder of all: the patient.

Overview

As the Manager of FMH’s IT Support function you will lead a team of agents responsible for operational support and access provisioning for internal and external users. You will support daily user operations, ensure adherence to access and change procedures, and report on team efficiency and organizational trends. This role is ideal for a confident leader with strong technical understanding and a passion for swift problem resolution. The position requires deep collaboration with departments across the organization to ensure seamless IT support.
Key Responsibilities

·       Lead and mentor the IT Support team, conducting regular performance evaluations and developing continued education plans to ensure team growth and efficiency.

·       Develop and maintain efficient IT Support ticketing processes and train IT Support agents on the use of ticketing software, processes, and procedures to effectively address employee technology needs.

·       Guarantee the timely and accurate resolution of support tickets and access requests across various operating systems and applications.

·       Supervise the procurement, management, and disposal of hardware and peripherals, ensuring that every FMH employee has the necessary technology to succeed.

·       Maintain and support technology equipment in a hybrid environment, including laptops, monitors, AV equipment, peripherals, conference room AV, and networking equipment.

·       Establish compliant procurement, provisioning, and disposal procedures for Mac and Windows systems.

·       Supervise and document all onboarding and off-boarding activities to ensure a smooth transition for employees.

·       Create and enforce help desk procedures, service level agreements (SLAs), and escalation protocols to maintain high standards of support.

·       Monitor ticketing systems and produce weekly and monthly performance reports to track and improve support efficiency.

·       Maintain and enhance IT Support team documentation, standard operating procedures (SOPs), and self-service resources for end users.

·       Identify and guide automation opportunities based on ticket volume and operational impact, collaborating with cloud engineering and security teams.

·       Identify and escalate security and privacy issues to the Security Team to ensure compliance and protection.

Qualifications

•       Bachelor’s degree in IT or a related field

•       4+ years of experience managing a user facing Help Desk/Technical Support Team.

•       Experience supporting a user base of 100+ individuals.

•       Strong knowledge of Azure AD, Jira, and Auth0.

•       Advanced knowledge of common enterprise SaaS products (Monday.com, Tableau, LucidChart, O365, Hubspot)

•       Certifications such as CompTIA Security+, Network+, or Azure Fundamentals are a plus.

•       Excellent interpersonal and communication skills; comfortable with face-to-face support.

•       Demonstrated ability to lead, coach, and develop team members.

•       Strong organizational skills and a proactive approach to problem-solving.

Preferred Attributes

•       Experience in a healthcare or regulated environment.

•       Passion for process improvement and metrics-based decision making.