Operations Manager

VetsEZ is seeking an Operations Manager for a remote opportunity with required travel to Mississippi supporting the implementation and operation of a statewide Health Information Exchange (HIE) and the development of a Health Data Utility (HDU). This role will manage HIE service delivery, help desk operations, incident coordination, and day-to-day operational performance. This opportunity is contingent upon contract award.

This is a remote position with required travel to Mississippi. The candidate must reside within the continental US.

Responsibilities

• Manage daily HIE operations, staffing coordination, schedules, and service delivery priorities.
• Lead help desk services, user assistance, ticket triage, account support, and service-request management.
• Coordinate production incidents, monitoring escalations, root-cause follow-up, and user communications.
• Manage handoffs with technical service providers for advanced support and after-hours monitoring.
• Monitor service levels, operational risks, support trends, and improvement actions.
• Maintain operating procedures, support knowledge resources, and recurring performance reports.
• Take on additional tasks and responsibilities as needed to support team objectives and ensure the success of the project.

Requirements

• Bachelor’s degree in business, health administration, information systems, or a related field.
• 8+ years of relevant experience, with demonstrated experience across the responsibilities outlined above.
• Experience managing healthcare IT operations, application support, or managed technology services.
• Experience leading help desk activities and coordinating incident and service-request processes.
• Ability to manage service levels, operational reporting, vendors, and cross-team escalations.
• Understanding of clinical application access, user support, and sensitive information handling.
• Strong planning, customer communication, troubleshooting coordination, and process improvement skills.

Additional Qualifications

• HIE, EHR, or clinical portal operations experience.
• ITIL, PMP, or comparable service management credential.
• Experience transitioning healthcare implementations into ongoing operations.

Security Clearance Requirements

• U.S. Citizenship is required.
• All selected candidates must successfully complete a background check.
• Ability to obtain and maintain a Government/Public Trust clearance, including required fingerprinting, when required for the position.

Benefits

• Medical/Dental/Vision
• 401k with Employer Match