At Arietis Health, we recognize the vital role healthcare revenue cycle plays in maintaining the well-being of individuals and businesses alike. Our commitment is to demystify healthcare billing by empowering individuals and collaborating with premier healthcare organizations to address their executives' most pressing revenue cycle challenges. By doing so, we enable them to shift their focus towards providing exceptional patient care. Grounded in the belief of harnessing the expertise of a highly skilled team and advanced technology, we strive to cultivate a seamless patient billing experience that not only excels in efficiency but also delivers superior results. Join us in achieving our mission. We're actively seeking an on-site IT Support Manager & Technical Lead located in our Durham, NC office to join our fast-growing team. If you're eager to contribute to redefining the landscape of healthcare revenue cycle management and be a part of our collaborative, positive, and human-centric culture, we'd love to hear from you About the Position: The IT Support Manager & Technical Lead position oversees IT support and service management, combining technical expertise with team leadership. This role ensures effective communication within the Global IT team and upholds high service standards. The Manager drives exceptional customer service, attention to detail, and a culture of excellence. What You’ll Do : To excel in this role, an individual must satisfactorily perform the duties below; additional duties may be assigned. We are committed to intensive training opportunities and making reasonable accommodations to enable individuals with disabilities to perform the essential functions. Your contribution in this capacity is essential to our shared success. Team Leadership & Management Lead, mentor, and manage the US-based IT support team, ensuring prompt, efficient, and courteous resolution of end-user issues. Collaborate with the India-based IT support team to maintain global service delivery consistency. Develop and enforce written support protocols to ensure reliable, consistent IT support services. Monitor ticket queues and service levels to meet or exceed organizational SLAs, ensuring high service delivery standards. Technical Expertise & Leadership Serve as the technical lead, guiding the team through complex issues and implementing effective solutions. Troubleshoot and resolve advanced technical problems related to applications, hardware, software, networks, and systems. Act as the initial escalation point (Level 3 Support) for unresolved complex issues. Oversee escalation to the internal infrastructure team or third-party vendors if required, and monitor progress to ensure timely resolution. Proficient in managing and troubleshooting Active Directory (AD) and Entra ID including user account creation, group management, permissions, and security policies. Manage and support the user M365 experience, including Outlook, Teams, OneDrive, SharePoint, and other applications Provide third-party end-user application support for SaaS, VOIP, LMS, and other platforms including RingCentral, InContact, Absorb, and MoveIT. IT Operations Ensure support tickets are properly categorized, documented, and closed in a timely manner. Maintain company asset inventory and ensure adequate equipment availability to meet both planned and emergent needs. Facilitate communication plans regarding system maintenance and outages across the company. Oversee timely and accurate employee onboarding and offboarding processes. IT Security Adhere to and enforce information security policies and support compliance initiatives. Collaborate with the security team to identify potential vulnerabilities and develop security measures to protect the IT environment. Configure and maintain the company’s ITSM tool (FreshService) and manage the user-facing knowledge base. Support in-office technologies such as printers, MFDs, conference room equipment, and security systems, ensuring minimal downtime. Customer Relationships Maintain strong communication with internal and external stakeholders to assess user needs and deliver effective IT solutions. Build and maintain positive relationships with end-users and other departments to ensure smooth, efficient IT support processes. Other Manage IT support team projects to ensure timely and successful completion. Adhere to the Code of Conduct and Corporate Compliance Program. Other duties as assigned. What You’ll Bring: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Language Ability: Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees. Mathematical Ability: Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Apply concepts of basic algebra and geometry. Reasoning Ability: Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Skills: Advanced capabilities with Microsoft Office Suite. Expert skills and understanding regarding operating systems, business applications and processes, printing systems, and network systems. Specific Skills: 3 years of supervisory/management experience in a similar role. Strong/Proven technical troubleshooting skills. Highly organized with strong multitasking abilities. Strong technical and non-technical writing skills for diverse audiences. Excellent phone and face-to-face communication with customers. Certificates and Licenses: Certifications demonstrating relevant technical skills preferred. The following certifications are preferred: CompTIA A, CompTIA Network, or CompTIA Security Microsoft Certified: Azure Fundamentals Microsoft Certified: M365 Certified: Enterprise Administrator Expert ITIL Foundation Certification (for IT Service Management) Citrix Certified Associate – Virtualization (CCA-V) Supervisory Responsibilities : Will hire and supervise service desk staff as growth requires. Will schedule staff to ensure coverage of core hours and critical activities. Will provide direction and guidance to subordinates based on policies, procedures, department goals, and management guidance. Work Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk. The employee is occasionally required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee must regularly lift and /or move up to 20 pounds, frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. What We Offer: A chance to simplify revenue cycle management, together at a high-growth company Since our founding in 2020, we’re already helping millions of patients and thousands of providers each year. We are proud to offer: Competitive compensation 401K plan with company match PTO with 12 additional paid holidays Telehealth at no cost to employees Health, dental, vision, and prescription drug coverage Group life insurance, Optional Life, Critical Illness and more. Training, development, and mentorship opportunities Other: Our commitment to fostering a diverse and inclusive workplace is unwavering. All qualified applicants will be considered for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status. The job description provided above is not an exhaustive list of duties and standards for the position. Incumbents are encouraged to willingly embrace additional instructions and undertake related duties as assigned by their supervisor. As a condition of employment, you are expected to adhere to established compliance program requirements and uphold the employee and internet codes of conduct outlined in the Employee Handbook. While all tasks and responsibilities listed are considered essential functions of this position, we recognize that business conditions may require reasonable accommodations for additional tasks and responsibilities. The work environment characteristics outlined herein represent those encountered by an employee while performing the essential functions of this job. Reasonable accommodation may be arranged to facilitate individuals with disabilities in fulfilling these essential functions. The physical requirements outlined herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. We are dedicated to making reasonable accommodations to enable individuals with disabilities to fulfill these essential functions.