IT Manager, Remote

Durham, NC /
Technology – Corporate Systems /
Full Time
Aledade Care Solutions is looking for a fantastic IT Manager to lead the technology operations team for a subsidiary of Aledade. The successful candidate will manage and scale the day-to-day IT operations in support of a team of virtual healthcare providers. At Aledade, we foster a customer-focused culture and strive to delight our end users. The IT manager will oversee a team that provides local and remote support to a geographically-dispersed workforce throughout the United States. This position reports to the Director, Corporate Systems and could be based out of Durham, North Carolina location or be fully remote.

Responsibilities:

    • Determine the IT needs of Aledade Care Solutions organization by partnering with business stakeholders on strategic direction of the organization, and implementing or partnering on technology solutions to fulfill these needs.
    • Hire and manage a team of engineers to fulfill technology objectives, linked back to the organization's Objectives and Key Results.
    • Report team’s performance (adherence to SLAs, Project progress reports, etc.) to the business on a regular basis.
    • Responsible for the successful onboarding of new employees, making sure all of the equipment and account/licenses are ready prior to the start day, and the overall onboarding experience is fabulous for the new hire.
    • Prioritize support requests from end-users to make sure they are addressed in a timely fashion, in accordance with established SLAs.
    • Act as an IT incident manager with responsibilities for ensuring there is a clearly defined process for handling customer incidents, that it is followed, and that incidents are managed efficiently and effectively.
    • Consult with other technical teams to ensure coordinated response to IT issues.
    • Implement and maintain a systems business impact assessment to prioritize system recovery in the event of a disaster.
    • Create a strong culture of customer service.
    • Monitor and improve issue resolution and liaise with stakeholders.
    • Improve techniques and practices for managing user queries, troubleshooting and incident prioritization and resolution.

Qualifications:

    • 6+ years of experience in Information Technology support function
    • 3+ years of management experience
    • Experience running early-stage startup environments from an IT perspective
    • Bachelor’s degree in Information Technology, Computer Science or related technical field,  or could be substituted with equivalent experience
    • Experience scaling an IT support function through effective process creation and adherence 
    • Extensive experience creating various forms of documentation (SOPs, slides, graphs, charts, etc.)
    • Highly proficient in MS Office/Google suite for production of graphs, presentations, etc.
    • Willingness and ability to provide gap coverage in case of staff absences
    • Willingness and ability to be part of an on-call 24x7 rotation as needed
    • Demonstrated ability to communicate to executive leaders verbally and in written form
    • Excellent time management skills
    • Excellent organizational/task tracking/project management skills
    • Willingness and ability to provide full life-cycle staff management to include PIPs and other disciplinary action as required
    • Keen attention to detail.
    • Comfortable under high-stress and exhibits poise and focus.
    • Outstanding customer service, communication, and documentation skills, as well as ability to effectively interact and communicate with cross-functional teams.
    • Be familiar with ITIL framework
    • Desire to think beyond their immediate team and contribute to making Aledade holistically better (active engagement in D&I efforts, culture initiatives, facilitating training, leading roundtables, etc.)
All prospective hires will be required to demonstrate that they have been fully vaccinated, including booster shots, against COVID-19 with a COVID-19 vaccine for which the U.S. Food and Drug Administration has issued a license or an Emergency Use Authorization prior to mutually-agreed upon start date at Aledade, unless they qualify for a medical or religious accommodation to this vaccination requirement. In certain limited circumstances, Aledade will accept documented proof of prior infection with COVID-19 in lieu of a booster shot.

If you are passionate about transforming the healthcare system into one that best serves the needs of patients, doctors, and society, we’d love for you to join us!

Who We Are:
Aledade is a leader in population health that is using innovative, value based solutions to transform the way physicians interact with their patients.  We are on a mission to change healthcare for the better and solve complex problems within the healthcare system. 

We follow the simple but radical idea that Aledade only succeeds when our partner practices succeed.  From our cutting-edge technology platform to practice transformation services, we provide physicians with everything they need to create and run an accountable care organization (ACO),  revamping the way they practice and getting them back to where they should be: quarterbacking their patients’ health care!

Our customized solutions help clinicians in communities across America preserve their autonomy, deliver better care to their patients, reduce overall costs, and keep independent physician practices flourishing.

What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness, and a desire to learn.  You will work with team members that bring a wide range of experiences, interests, backgrounds, beliefs, and achievements to their work, united by a shared passion for public health and a commitment to the Aledade mission.

We’ve recently been recognized as a Top Workplace by The Washington Post, Best Workplace in HealthCare & Biopharma, Top 100 Best Small & Medium Workplaces,  Glassdoor Best Places to Work, a Best and Brightest Companies to Work for in the Nation, a Tech Tribune 10 Best Tech Startups in Maryland and Bethesda, Best Tech for Good, Best Workplaces for Millennials, Best Workplaces for Women, Best Workplaces for Parents, Top Workplaces USA, and a Healthcare Industry Top Workplace.

That’s because the things that matter to you also matter to us!

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the needs of our full-time team-members:

Flexible work schedules and ability to work remotely available for many roles
Educational Assistant Program
Robust time off plan (21 days of PTO in your first year!)
Paid Volunteer Days
11 paid holidays
12 weeks paid Parental Leave for all new parents
6 weeks paid sabbatical
Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners
401(k) with up to 4% match
Stock options
Monthly cell phone stipend 
Jeans everyday workplace
Gender neutral bathrooms 
And more!

At Aledade, we don’t just accept differences, we celebrate them!   We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.