IT Manager, Infrastructure Services

IT Infrastructure Manager

Looking for a way to make an impact and help people? Join PacificSource and help our members access quality, affordable care! PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.

Responsible for strategy, development and ongoing operations of the PacificSource IT Infrastructure including multi-site network (data and voice), server and storage operations and administration, information security controls, communications systems, including telephone systems, cellphones, and multiple call centers. Maintain collaborative relationship with business users to ensure that IT infrastructure is meeting business requirements. Manage key processes including asset management, capacity planning, disaster recovery, and maintenance. Manage the performance of all aspects of IT infrastructure including working cross-functionally to identify and resolve performance issues. Responsible for hiring, evaluating, training, and supervising infrastructure administrators. Responsible for managing vendor relationships for vendors used to provide key infrastructure services.

Essential Responsibilities:

• Manage the data and voice network to ensure secure and reliable connections between all locations (including offices in Oregon, Idaho, and Montana) and within buildings. Plan for increased capacity and redundancy consistent with business demands.
• Manage server and storage environment to ensure high availability in a secure and supportable environment across Datacenters in Springfield, Bend, and Boise. Establish and test disaster recovery capability to support the infrastructure in the event of a disaster. Responsible for defining and executing on backup strategy to ensure backups are performed consistent with PacificSource record retention policies.
• Responsible for the configuration and operations of the VOIP phone system including voicemail, contact center, and teleconferencing capabilities.
• Manages the identification, diagnosis and repair of equipment and/or coordination of repair services with vendors. Develop metrics to ensure high level of service to business users.
• Manage and ensure the overall effectiveness of security controls; such as firewalls, anti-virus solutions, internet filtering, and intrusion detection systems in accordance with HIPAA, PCI, and HITRUST guidelines and industry best practices.
• Coordinates with Facilities staff for office moves, new office locations, and Datacenter, MDF, and IDF room facilities.
• Manages related software and hardware contracts including managing licenses to ensure compliance with agreements and appropriate capacity planning for licenses.
• Responsible for hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees. Provide feedback, including regular one-on-ones and performance evaluations, for direct reports.
• Assist in development of annual department budgets. Monitor spending versus the planned budget throughout the year and take corrective action where needed.
• Coordinate business activities by maintaining collaborative partnerships with key departments.
• Responsible for process improvement and working with other departments to improve interdepartmental processes. Utilize lean methodologies for continuous improvement. Monitor key performance indicators and identify improvement opportunities.
• Actively participate as a key team member in Manager/Supervisor meetings.
• Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy. Champion for IT standards to be applied across the company.
• Oversee IT change management process. Provide coordination of Infrastructure resources and communication during incidents & service outages involving Infrastructure technologies.

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
• Follow the PacificSource privacy policy, HIPAA laws and regulations, and other applicable regulatory compliance requirements concerning confidentiality and security of protected health information.
• Perform other duties as assigned.

Success Profile

Work Experience: Five or more year's experience managing a complex Windows infrastructure environment including multiple locations and over 500 end-users. Demonstrated leadership of infrastructure teams to successfully implement new capability and ensure the successful ongoing day to day operations of the environment.

Education, Certificates, Licenses: Bachelor of Science in Computer Science / Computer Engineering or equivalent experience required.

Knowledge: The following key areas are required for this position: excellent verbal and written communication skills, project management, demonstrated ability to establish processes with supporting metrics to manage all aspects of IT infrastructure, and experience in a Windows-based virtual server infrastructure preferably including VOIP phone systems and external-facing call center.

Competencies:

• Building Trust
• Building a Successful Team
• Aligning Performance for Success
• Building Partnerships
• Customer Focus
• Continuous Improvement
• Decision Making
• Facilitating Change
• Leveraging Diversity
• Driving for Results

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 10% of the time.

Skills: Accountable leadership, Collaboration, Data-driven & Analytical, Delegation, Effective communication, Listening (active), Situational Leadership, Strategic Thinking

Our Values: We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.