Manager, IT Operations

Concentra is recognized as the nation's leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America's workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Manager, IT Operations will be responsible for leading our senior (Tier 3) technical support team and systems administration function. This position will play a critical role in ensuring operational excellence across our technology ecosystem which includes Windows & Citrix endpoint environments, and Microsoft 365 applications. The ideal candidate will have a proven track record of technical leadership, project management and team development.

Manage, mentor, and develop a team of Tier 3 technical support specialists and systems administrators.
• Ensure consistent adherence of SLAs and KPIs while maintaining appropriate resource allocation and preventing team overcommitment.
• Lead technology optimization projects to enhance employee productivity and end-user experience.
• Drive technical innovation and help steer the team to adopt continuous improvement methodologies.
• Serve as the escalation point for complex technical issues requiring senior expertise.
• Oversee support for Windows laptops, Citrix IGel environments, VPN solutions, and M365 applications.
• Ensure proper implementation of patch management and security policies.
• Lead system upgrades, migrations, and deployments while ensuring minimal disruption to operations.
• Ensure comprehensive technical documentation, KBs, SOPs are standardized and consistently updated.

• Education Level: Bachelor's Degree ; Major: Computer Science, Information Technology
• Experience in lieu of required education is acceptable
• 7+ years of experience in IT technical support & systems administration.
• 2+ years of experience in a supervisory or team lead role.
• Strong knowledge of Windows endpoint management (imaging, deployment, troubleshooting).
• Experience with Citrix virtualization and thin client management (IGel OS preferred).
• Demonstrated experience with M365 apps and administration.
• Experience with InTune, AutoPilot, and Entra ID management.
• Proven track record of meeting SLAs and KPIs in a fast-paced technical support environment.
• Excellent leadership skills with the ability to mentor and develop technical staff.
• Project management experience with complex technical objectives.
• Excellent problem solving and analytical skills.
• Strong communication and documentation skills

Job-Related Skills/Competencies

• Ability to Influence: Works with leaders and team members to drive change and influence decision making by using objective metrics, comprehensive viewpoints, and strong partnerships.
• Analytical Skills: Works with leaders and team members to drive change and influence decision making by using objective metrics, comprehensive viewpoints, and strong partnerships.
• Critical Thinking: Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Drive to Perform: Identifies and accomplishes challenging objectives or personal goals. Works effectively with others to achieve goals. Looks for and takes advantage of opportunities. Maintains a high level of interest, enthusiasm.

Employee Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if required.

*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*

Concentra is an Equal Opportunity Employer, including disability/veterans