IT Operations & Service Delivery
- Own the effectiveness of day-to-day IT support, including ticket priorities, response expectations, escalation paths, workload balancing, and recurring-issue analysis.
- Maintain reliable network connectivity and access to S2’s SaaS systems and other critical technology resources.
- Provide technical escalation support and resolve complex issues when appropriate. Step into frontline support when needed.
Team Leadership
- Directly supervise the Help Desk Technician and future IT staff, including priorities, coaching, development, performance evaluations, performance management, and corrective action in coordination with HR and leadership.
- Identify staffing and coverage needs and participate in hiring recommendations; executive leadership retains headcount and hiring approval.
Systems, Security & Vendor Management
- Manage the technical administration, reliability, access, licensing, and support of S2’s Microsoft 365, SharePoint, Teams, Rackspace, telecommunications (Nextiva), and other SaaS technology.
- Manage day-to-day IT vendors and service providers. Monitor performance, cost, licensing, utilization, and recurring service issues.
- Maintain operational security controls including access management, MFA, backup practices, and remediation identified through security assessments.
- Partner with HR on onboarding, role changes, and terminations. Ensure urgent access removal when security or PHI risk requires immediate action.
Projects, Budget, Assets & Documentation
- Lead technology projects when IT is the primary driver and serve as technical lead on broader operational projects. Schedule disruptive implementations outside production hours when needed.
- Administer the IT budget within leadership-established limits, including expenditure tracking, receipts, subscriptions, licensing, vendor costs, and cost-saving recommendations.
- Manage technology asset lifecycle planning, inventory standards, purchasing recommendations, replacement planning, and disposal.
- Build and maintain current IT documentation that supports cross-training, coverage, and reduced reliance on individual knowledge.
Performance Management & Technology Planning
- Establish and manage a weekly IT scorecard, identify meaningful KPIs, monitor trends, and take corrective action when performance falls outside expectations.
- Participate in annual and as-needed technology planning by identifying risks, lifecycle needs, capacity concerns, major investments, and opportunities to improve efficiency or support company growth.
- Recommend technology, vendor, and system changes to the Director of Business Operations. Decision authority may expand over time as sound judgment is demonstrated.
Site & Availability Expectations
- Home office in Albuquerque with regular onsite presence in Santa Fe approximately 1-2 days per week based on operational needs.
- Remain available to coordinate/resolve S2-related technology issues at LANL, recognizing that LANL maintains primary control over its technology infrastructure and access.
- This is primarily a normal-business-hours role. Routine after-hours support is not expected, except for urgent security/access events or planned disruptive technology changes that must occur outside production hours.
Qualifications
- Progressive experience in IT operations, systems administration, technical support, or a related technology function, with demonstrated leadership of technical staff or teams.
- Working knowledge of Microsoft 365, Windows environments, SaaS platforms, identity/access management, networking, endpoint technology, and vendor-supported systems.
- Demonstrated ability to troubleshoot complex issues, lead technology projects, manage vendors, maintain documentation, and communicate clearly with users and leadership.
- Healthcare, HIPAA-regulated, or multi-site experience preferred.
- Bachelor’s degree in a related field preferred; equivalent relevant experience fully acceptable. Relevant certifications are a plus but not required.
Primary Measures of Success
- The Help Desk Technician receives clear priorities, coaching, support, and effective escalation assistance.
- Employees experience reliable and responsive IT support.
- IT spending is visible, monitored, accurately documented, and actively managed.
- IT documentation is current, organized, usable, and reduces reliance on individual knowledge.