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Manager of IT Operations

Department Description: The Manager of IT Operations will be working with Harvard Medical Faculty Physicians (HMFP) which is the exclusive physician organization of BIDMC and is comprised of over 1,600 physicians and healthcare providers.

This role will be based out of Woburn, MA.

Job Location: Woburn, Massachusetts

Req ID: 43811BR

Job Summary: Reporting to the Chief Information Officer for HMFP, the Manager of IT is responsible for managing the day-today IT operations, Telehealth Program, and serves as Deputy Security Officer. In addition, the Manager of IT develops and manages corporate project plans and represents HMFP on internal project teams with BILH and BIDMC.

Essential Responsibilities:
  1. 1. Manages and oversees the day-to-day operations of the IT department to ensure the department operates smoothly and efficiently.
  2. 2. Develops project plans and leads complex IT projects to ensure projects are completed in accordance with business objectives. Tracks and monitors progress and works effectively with project team to establish requirements, milestones, and deadlines. Updates leadership on the status of projects and reports barriers to meet agreed upon deadlines.
  3. 3. Manages the HMFP IT Security program and serves as the Deputy Security Officer. Works closely with the BILH Cybersecurity team. Partners with HMFP Compliance on information security and privacy issues and projects.
  4. 4. Leads the Telehealth Program and collaborates with the BIDMC Ambulatory Operations team and the BILH Technology and Innovation team regarding implementation, enhancements and development of the Virtual Visit telehealth platform. Oversees the work of the Telehealth Navigator.
  5. 6. Represents HMFP IT with colleagues and leadership at HMFP, BIDMC, and BILH. Collaborates on IT initiatives in a manner that builds confidence and fosters a professional rapport with all levels of the organization. Represents HMFP on the BILH Cybersecurity workgroup.
  6. 7. Manages and oversees Technical Analysts. Provides coaching, mentoring, and supervision as appropriate and provides opportunities for growth and development. Recruits, orients and trains new employees.
  7. 8. Oversees management of the IT email mailbox and ensures issues are resolved and in accordance with established service levels.
  8. 9. Provides oversight and coordination of equipment with BIDMC IT in support of hybrid corporate HMFP staff. Ensures appropriate equipment standards in accordance with established policies and practices.
  9. 10. Manages Workday integrations and security requiring close collaboration with HR and Finance to understand business requirements and evaluates and oversees service levels for all HMFP Corporate IT systems.
  10. Has the authority to direct and support employees daily work activities. Has authority to undertake or recommend the following employment actions: hiring, termination, corrective action and performance reviews. Direct Reports: 4-6 Indirect Reports: 1-5

  11. Assists in planning, monitoring and/or managing budget in functional area of department.

Required Qualifications:
  1. High School diploma or GED required. Bachelor's degree preferred.
  2. 5-8 years related work experience required and 3-5 years supervisory/management experience required
  3. Excellent analytical skills with the ability to identify requirements and effectively coordinate solutions and ability to foresee, adapt and implement technical trends.
  4. Advanced technical computer skills as required for technical support specific to functional area and related systems.
  5. Extensive working knowledge of Microsoft Suite of products including O365 strongly preferred. Experience with Workday helpful.
  6. Advanced technical computer skills as required for technical support specific to functional area and related systems.
  1. Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
  2. Problem Solving: Ability to address problems that are broad, complex and abstract, often involving Medical Center-wide issues and requiring substantial creativity, resourcefulness, staff engagement, Lean diagnostic techniques, negotiation and diplomacy to develop solutions.
  3. Independence of Action: Ability to set goals and priorities for functional area. May make recommendations for department policies, practices and programs. Manager or Director provides broad guidance and overall direction.
  4. Written Communications: Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas.
  5. Oral Communications: Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.
  6. Knowledge: Ability to demonstrate broad and comprehensive knowledge of theories, concepts, practices and policies with the ability to use them in complex and/or unprecedented situations across multiple functional areas.
  7. Team Work: Ability to lead and direct multiple collaborative teams for large projects or groups both internal and external to the Medical Center and across functional areas. Results have significant implications for the management and operations of the organization.
  8. Customer Service: Ability to lead operational initiatives to meet or exceed customer service standards and expectations in assigned unit(s) and/or across multiple areas in a timely and respectful manner.

Physical Nature of the Job:
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally
EOE Statement



As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. BILH requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment.

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