Head of Enterprise Technology and Support

Position Description

We're searching for a Head of Enterprise Technology & Support who thrives in a high growth, team-oriented environment and who is passionate about contributing to our patient-centered mission. We work in a dynamic, fast-paced environment and the ideal candidate will be able to multitask several projects at once, quickly adapt to changing priorities, and be eager to take on new challenges.

This individual will lead and manage all IT needs for Eleanor’s corporate entity, virtual care services, and clinical hubs across the country.  This role will coordinate the work of vendors, in-market contractors, internal resources, and other partners to provide superb customer service, and system reliability, to our staff, patients, and other stakeholders.  This individual will also play a critical role in developing and implementing Eleanor’s security and compliance program.  This individual will report directly to the Director of Product and Technical Operations.

Responsibilities

• Own all of IT for Eleanor Health’s growing number of clinics and headquarters in Waltham, MA
• Work with a geographically distributed team and be available for travel to clinics across multiple states, as needed
• Define and implement processes and best practices for all IT related functions across the organization
• Build the right team to support our evolving IT needs.
• Build the right process to support ongoing payer security audits and project manage the process of EH becoming SOC compliant/certified.
• Build a support process for Eleanor patients in their use of our patient-facing technology
• Inventory, prepare, and deliver hardware (laptops, desktops, phones, printers, cameras, tablets, etc.) to Eleanor Health clinics and employees
• Inventory and off-board technology + licenses as people leave.
• Maintain Windows and macOS laptops and desktops including upgrades, maintenance of the operating system, installation of applications, security best practices, policy management, and ensuring HIPAA compliance
• Manage user provisioning, access controls, and auditing for a variety of software products and services used regularly by Eleanor Health employees.
• Own the processes and lead the team to troubleshoot hardware, software, networking, and phone issues.
• Test, evaluate, and make decisions about new technology for the organization
• Manage and support voice and video conferencing including networked phone systems used for customer support
• Manage IT budgeting/forecasting, vendor contracting and SLAs, and constantly seek to optimize resources across the organization and via third party partners

Qualifications

• 7+ years of IT management and/or leadership experience
• Excellent communication, problem solving, critical thinking, and organization skills
• Experience managing one or more IT teams (experience managing remote teams or individuals a plus)
• Proficiency in troubleshooting hardware and software from a variety of vendors including Microsoft, Apple, and Google
• Experience with wired and wireless networking devices including setting up, securing, and monitoring small office networks
• Familiarity and experience with any of the following: Google Workspace, Slack, Zoom, Salesforce, Sentinel One, Jumpcloud, Mosyle, KnowBe4, Vonage Business Communications, Vonage Contact Centers, JIRA, Confluence, Kisi, Eagle Eye Cameras, and Meraki.
• Familiarity with HIPAA and managing compliance within a digital health organization (not required, but nice to have)
• You're self-directed, confident, able to work in a fast-paced environment, and are aligned with Eleanor Health’s mission
• You love teaching and learning and being a part of a team - you’re excited to pick up new skills or investigate new technologies, and equally able to share that knowledge with others

About Eleanor Health

Eleanor Health is the first outpatient addiction and mental health provider delivering convenient and comprehensive care through a value-based payment structure. Committed to health and wellbeing without judgment, Eleanor Health is focused on delivering whole-person, comprehensive care to transform the quality, delivery, and accessibility of care for people affected by addiction.

To date, Eleanor Health operates multiple clinics and a fully virtual model statewide across Louisiana, Massachusetts, New Jersey, North Carolina, Ohio, Texas, and Washington, delivering care through population and value-based partnerships with national and regional payors, employers, and other stakeholders.

If you are passionate about providing high quality, evidence based care for individuals with substance use disorder through an innovative practice, and about building a great business that makes a difference, Eleanor Health is an ideal opportunity for you. We seek highly skilled, motivated and compassionate individuals who take responsibility and adapt quickly to change to join our deeply committed and collaborative team.

Job Type: Full-time