"Alerted.org

DESCRIPTION

As the **Regional IT Support Manager** for the **Atlanta Metro** area, you will lead a team of IT Support Technicians and Engineers responsible for delivering high-quality technical support across 30 orthopedic practice locations serving over 1,000 users. Your primary focus will be on incident management, service request fulfillment, and ensuring operational excellence through hands-on leadership and technical expertise. Acting as the primary escalation point for your team, you will troubleshoot complex issues, guide resolution efforts, and ensure service levels are consistently met.

In this highly visible role, you will also serve as the main liaison to regional leadership, including practice managers and market executives, fostering strong relationships and ensuring alignment between IT support and business needs. While your core responsibilities center on support operations, you may also contribute to regional IT projects and initiatives as needed.

+ Lead and manage the regional IT Support Team, ensuring effective support for all practices within the local market.

+ Foster strong relationships with practice managers and market leadership to promote trust and ensure satisfaction with local IT services.

+ Oversee staffing operations, including scheduling, task assignment, and professional development, to maintain optimal coverage during support hours and on-call rotations.

+ Proactively monitor and manage support tickets, collaborating with cross-functional IT teams to ensure timely updates and resolution within established SLAs.

+ Provide hands-on technical support across a broad range of technologies, including Windows OS, O365 Administration, Clinical Systems (EMR, PACS), peripherals (printers, scanners), mobile devices, and other related platforms.

+ Facilitate ticket escalations between the support team and infrastructure/application groups to ensure swift and effective problem resolution.

+ Coordinate with external vendors to escalate and resolve support issues, maintaining accountability and communication throughout the process.

+ Maintain and enhance the IT knowledge base to support efficient issue resolution and continuous learning.

REQUIREMENTS

Key Competencies

+ Meticulous Attention to Detail: Demonstrates a high level of accuracy and thoroughness in managing technical issues, documentation, and team operations.

+ Strong Interpersonal and Analytical Skills: Builds trust across clinical and administrative teams while applying critical thinking to diagnose and resolve complex problems.

+ Collaborative Leadership: Proven ability to work cross-functionally with urgency and focus, effectively prioritizing tasks and driving resolution in dynamic environments.

+ Self-Directed and Adaptable: Thrives in fast-paced, multi-site settings with minimal supervision, maintaining composure and productivity under pressure.

+ Mobility and Responsiveness: Willing and able to travel across the Atlanta Metro area to support practices in person, ensuring high-touch service and leadership visibility.

Qualifications

Education & Experience:

+ Associate’s degree in Information Technology or a related field, with a minimum of 5 years of progressive IT support experience, including 2+ years in a supervisory or team lead role. Equivalent combinations of education and experience will be considered.

Technical Expertise:

+ Proficient in Microsoft cloud technologies, including Azure Entra ID, Office 365, and Intune, with at least 2 years of hands-on administration experience.

+ Working knowledge of network and monitoring tools, particularly Cisco Meraki and PRTG Network Monitor.

Leadership & Communication:

+ Demonstrated ability to lead, mentor, and develop a team of IT professionals, with experience managing support across multi-site environments.

+ Exceptional interpersonal, written, and verbal communication skills, with a proven ability to build trust and collaborate effectively with clinical and administrative leadership.

Operational Agility:

+ Strong organizational and planning skills with the ability to prioritize competing demands and manage resources across 30 locations supporting over 1,000 users.

+ A proactive, hands-on approach with a “lead by example” mindset, willing to engage directly in technical support when needed.

Preferred Attributes:

+ Experience in healthcare IT environments, particularly supporting clinical systems (e.g., EMR, PACS).

+ Familiarity with ITIL practices, ticketing systems, and service-level management.

\#UMP

**Company:** United Musculoskeletal Partners

**Job Type:** Full-time

**Address:** 400 Perimeter Center, Atlanta, GA, 30346