Manager of IT Operations, Included Health
$103.7-175.3k
+ Equity. Salary dependent on location
Digital healthcare provider
Job no longer available
Digital healthcare provider
1001+ employees
Job no longer available
$103.7-175.3k
+ Equity. Salary dependent on location
1001+ employees
Company mission
To raise the standard of healthcare for everyone, everywhere.
Role
Who you are
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Minimum of 3 years of experience in IT operations management, specifically with multi-tiered support models
- Proven experience managing IT teams, including vendor management experience
- Experience running a team that supports a MacOS, Google Workspace and Okta environment
- Experience with IT service management (ITSM) frameworks, such as ITIL
- Knowledge of IT security best practices and compliance requirements
What the job involves
- Included Health is looking for an experienced IT Operations Manager to lead our IT Support team, own ITSM processes, and deliver exceptional service, within a multi-tered support model.
- Reporting to the Sr. Director of Technology Services, this critical role is responsible for the overall performance, stability, and security of our IT systems, with a strong focus on service delivery and vendor management
- Tier 2 Support Management:
- Lead our Tier 2 IT Support team, ensuring they provide timely and effective technical support to end-users. This includes monitoring team performance, track key metrics, and identify areas for improvement
- Manage our Tier 2 support processes and ticketing tool (JIRA Service Desk) including their continuous improvement
- Oversee in-office support, executive support, company all-hands delivery
- Tier 1 MSP Vendor Management:
- Be the primary contact for our Tier 1 Managed Service Provider (MSP) and ensure they are meeting agreed-upon Service level agreements and delivering value for money
- Review performance metrics and identify opportunities to optimize the partnership
- Negotiate contracts and manage vendor performance
- Tier 3 Liaison:
- Be the liaison between the Tier 2 support team and our Tier 3 Service Delivery team and facilitate communication and collaboration between the two teams
- Ensure seamless escalation of complex issues to Tier 3
- Participate in service delivery meetings and provide feedback on areas for improvement
- Escalation Management:
- Manage escalations from leadership across the organization, ensuring timely communication and resolution of issues
- Prioritize escalations based on impact and communicate status to business partners
- IT Process Ownership & Metrics:
- Manage key CIO processes, including Incident Management, Change Management, Request Management, and Asset Management
- Define and track key performance indicators (KPIs) for each ITSM process
- Report on performance against these metrics and identify areas for improvement
- Ensure compliance with established IT policies and procedures
- Continuous Improvement:
- Identify opportunities for process improvement and automation within the support structure and across IT operations
- Implement best practices for IT operations management and service delivery
- Stay current with the latest technologies and trends
- Prompt and regular attendance at assigned work location
- Capability to remain seated in a stationary position for prolonged periods
- Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment
- No heavy lifting is expected, though occasional exertion of about 20 lbs of force (e.g., lifting a computer / laptop) may be required
- Experience building productive and inclusive interactions with leadership, employees, and members
Our take
As the name suggests, Included Health is on a mission to raise the standard of healthcare for everyone, offering inclusive, integrated virtual care and navigation.
It differentiates itself from competitors with its emphasis on improving health outcomes and challenges faced by communities including LGBTQ+ and BIPOC. The negative healthcare experiences faced by these marginalised groups means they often avoid care at a rate that is around 3x greater than the border US population, putting their health at risk.
With healthcare still fragmented and focused on one-size-fits-all solutions, Included Health is disrupting the market by using technology to match patients quickly with the best care, no matter where they live. It currently counts retail behemoths Walmart and Home Depot as customers.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2020
$175m
GROWTH EQUITY VC
May 2018
$66m
SERIES D
Total funding: $347m
Company benefits
- Comprehensive medical, dental and vision plans
- All employee spouses and children can access Included Health services at no cost
- For time off, take it when you need it with our unaccrued discretionary time off for all exempt employees
Company HQ
Financial District, San Francisco, CA
Leadership
Owen Tripp
(CEO & co-founder)Previously served as a Senior Consultant at Accenture before joining eBay as the Manager and Founder of User Behaviour Intelligence in 2004. Co-founded Reputation.com in 2006, and served as its COO from 2008 to 2012. Was an Advisor at Pathbrite and Life360.
Lawrence "Rusty" Hofmann
(Co-Founder)Studied Medicine at Ohio State, Johns Hopkins and Stanford. Was Assistant Professor at Johns Hopkins from 2000 to 2005, and is now Professor of Interventional Radiology at Stanford. Co-founded Grand Rounds, rebranded to Included Health, in 2012. Is Medical Director at Stanford Health Care.
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