MaxHealth is seeking a strategic and hands-on Sr. Manager of IT Support & Endpoint Operations to lead a modern, cloud-first IT operations function in a fast-growing organization. This role is key to ensuring seamless delivery of end-user technology services across Microsoft 365 device management, IT service management, identity and access, and vendor operations.
As a leader in our cloud-first workplace, you will drive operational excellence across the service desk, device provisioning, and lifecycle management, while partnering with engineering and security teams on scalable, secure, and user-centric technology solutions. You will own ITSM platform effectiveness, champion modern endpoint deployment (Autopilot, Intune), and lead a high-performing support team that keeps pace with our evolving business needs.
This position earns a competitive wage , depending on experience. We provide fantastic benefits, including health benefits, a 401k plan, life insurance, long-term disability, paid holidays, and PTO (paid time off)!

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree is a plus.
• 5+ years of experience in IT operations or service delivery management, with a proven track record of managing service desk operations, end-user computing, and identity & access management.
• 5+ years of hands-on experience with Microsoft systems engineering, particularly in endpoint management and M365 support.
• 3+ years of direct people management experience, leading cross-functional IT support teams in mid to large healthcare centric organizations
• Experience supporting IT operations in a healthcare or regulated environment, with working knowledge of HIPAA compliance requirements and the protection of PHI.
• Demonstrated ability to coordinate with compliance, legal, and cybersecurity stakeholders to ensure operational practices align with regulatory obligations and audit readiness.

• Team Leadership: Lead, mentor, and develop team members & team dynamics, fostering a collaborative and high-performance culture. Provide guidance, training, and performance evaluations to team members. Ensure appropriate staffing levels and skillsets to meet operational demands
• Customer relationship management: Serve as the primary point of escalation for customers, and are responsible for understanding their needs, preferences, and challenges.
• Project Management: responsible for seeing projects through and communicating with their entire team.
• Service Desk: Lead and manage the service desk to provide exceptional technical support and customer care. Ensure timely resolution of incidents and service requests, and continuously improve service desk processes.
• Identity and Access Management: Oversee identity and access management processes, ensuring secure and efficient provisioning, deprovisioning, and access control for employees, contractors, and partners. Collaborate with cybersecurity teams to enforce access policies and maintain data integrity.
• IT Asset Management: Manage the procurement, lifecycle, and disposal of IT assets. Ensure accurate asset tracking, compliance with procurement policies, and cost-effective asset management. Align IT end-user computing infrastructure standards and asset lifecycle services with current and future business needs. Own Hardware and Software licenses compliance and provisioning processes are manage and cost optimized.
• IT Service Management (ITIL): Lead the design, implementation, and continuous improvement of ITIL processes, including incident management, problem management, change management, configuration management, and release management. Oversee ITSM platform management (Fresh Service) and ensure the effective use of the Configuration Management Database (CMDB) to maintain accurate and up-to-date information about the IT environment. Ensure adherence to ITIL best practices to achieve operational excellence.
• End User Device Imaging & Deployment - Oversee printers, conference rooms, AV equipment, & end-user PC image engineering. Ensure compatibility, security, and performance of end-user devices. Own Intune Auto-Pilot Deployment and basic application packaging.
• User Onboarding & Offboarding: Own and manage processes & provisioning
• Vendor Management: Oversee vendor relationships, ensuring high-quality service delivery and support. Evaluate vendor performance and address any issues or concerns promptly. Manage IT contracts and renewals, ensuring compliance with terms and conditions. Negotiate with vendors to secure favorable terms and maintain strong vendor relationships.
• Service Delivery Components: Develop and maintain business relationship and alignment decks/content to ensure IT services are aligned with business objectives. Create and present regular reports on service delivery performance, including metrics and KPIs, to stakeholders. Identify areas for improvement and implement initiatives to enhance service delivery and customer satisfaction.
• Other duties as assigned