IT Operations Lead

The IT Operations Lead is responsible for owning day-to-day delivery of virtual desktop and end-user computing support for global healthcare revenue cycle operations. The role combines L3 technical depth with front-line leadership of a distributed L2/L3 support team across managed and BYOD environments and acts as the operational bridge between Client IT/EUS, Infrastructure, and Cybersecurity.

Essential Job Functions

- Lead, schedule, and coach a distributed team of L2/L3 VDI and end-user computing engineers supporting 24x7, multi-site operations; own shift coverage, on-call rotation, and escalation paths.
- Own service-level performance for the VDI/EUC support queue: MTTR, first-contact resolution, backlog aging, and client-facing SLA adherence; report weekly to the Client IT/EUS leader.
- Act as major-incident commander for VDI, identity, and endpoint outages: run the bridge, drive vendor engagement, own stakeholder communication, and sign off RCA and corrective actions.
- Set technical standards for the team: runbooks, knowledge articles, image and configuration baselines, and peer-review of changes before they reach production.
- Build team capability through hiring input, onboarding, skills mapping, and cross-training across AWS WorkSpaces , Azure Virtual Desktop, and Windows 11 platforms.
- Partner with Infrastructure and Cybersecurity leads on patch cadence, vulnerability remediation, and secure BYOD policy; translate security requirements into operational practice for the team.
- Represent the support function in client onboarding, audits, and TPRM/HIPAA evidence requests; ensure PHI-handling controls are followed and evidenced.
- Oversee L3 technical escalations, ensuring complex performance, authentication, and endpoint issues are resolved across AWS WorkSpaces , Azure Virtual Desktop, and Windows 11 environments.
- Ensure all managed and BYOD endpoints strictly adhere to security baselines, MFA, endpoint protection, and HIPAA/PHI data handling requirements.
- Regularly participates in virtual meetings, training, coaching, audits, and other work-related interactions using Company-approved collaboration technology, including audio and video, as required by Company or client.
- Performs duties in compliance with Company’s policies and procedures, including but not limited to those related to HIPAA and compliance.

Key Success Indicators/Attributes

- Maintaining high availability, low latency, and optimal performance for AWS WorkSpaces /AWS VDI and Azure Virtual Desktop environments across multi-site operations.
- Achieving low Mean Time to Resolution (MTTR) for L2/L3 support tickets involving authentication, profiles, printing, and endpoint connectivity.
- Ensuring zero critical vulnerabilities across endpoints, maintaining robust BYOD access controls, and strictly upholding HIPAA and PHI data handling requirements.
- Demonstrating measurable improvements in troubleshooting workflows, endpoint imaging, patching cadences, and ticket deflection through automation or AI-assisted tooling.
- Delivering effective vendor management, clear root-cause analysis (RCA) reporting, and high-quality knowledge-article development to empower support teams.

- Required Education and Experience
- 8+ years of L2/L3 infrastructure, end-user computing, virtual desktop, or enterprise remote-support experience, including 2+ years leading or supervising a technical support team (shift lead, team lead, or equivalent).
- Hands-on expertise with AWS WorkSpaces /AWS VDI and/or Azure Virtual Desktop ; experience with both is strongly preferred.
- Strong Windows 10/11 troubleshooting, endpoint management, imaging, patching, application deployment, and configuration-policy experience.
- Working knowledge of networking and identity services: DNS, DHCP, VPN, Active Directory/Entra ID, routing, and firewall/proxy fundamentals.
- Practical understanding of EDR, MFA, IAM, endpoint security, and secure BYOD controls in a regulated (HIPAA/PHI) environment.
- Demonstrated experience running major incidents, vendor escalations, and RCA processes; familiarity with ITIL practices and ITSM tooling.
- Proven ability to manage SLAs and queue metrics, give clear performance feedback, and communicate diagnosis, resolution, and prevention to technical and non-technical stakeholders.

- Preferred Education and Experience
- Prior experience working in healthcare IT, HIPAA-regulated environments, or revenue cycle operations.
- Working knowledge of PowerShell or Python for endpoint automation, which bridges the gap toward modern infrastructure efficiency.
- Experience supporting offshore or follow-the-sun teams is a plus.

Supervisory Responsibility

None required.

Work Environment

This job operates in an office environment. This role routinely uses standard office equipment such as computers and phones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

- Stationary Position: Must be able to remain at a desk for prolonged periods for most of the workday.
- Operating Equipment: Constantly operates a computer, keyboard, mouse, and telephone/headset, including frequent repetitive hand/wrist motions for typing and prolonged periods of screen viewing and virtual communication.
- Visual Requirements: Requires close visual acuity to view computer screens, read documents, and analyze data.
- Cognitive Focus: Sustained concentration for problem-solving and task management, including ability to maintain concentrated attention to detail to ensure coding accuracy and compliance
- Frequently communicates with coworkers and clients via speech and hearing.
- Movement: Occasionally stands, walks, or reaches to access office equipment, files, or supplies. Light lifting of up to 10 pounds may occasionally be required.

Position Type

This position can be full-time or part-time as determined by the job requisition for the specific client assignment to which the employee is assigned.

Expected Hours of Work

Days and hours of work will depend on the specific client assignment to which the employee is assigned. This position may require long hours and weekend work to support Company or client needs.

Travel

Travel required both domestically and to our international offices in both India and the Philippines; up to 15%

Preferred Education and Experience

None