[Hiring] IT Operations Lead @Omega Healthcare Solutions

Role Description

The IT Operations Lead is responsible for owning day-to-day delivery of virtual desktop and end-user computing support for global healthcare revenue cycle operations. The role combines L3 technical depth with front-line leadership of a distributed L2/L3 support team across managed and BYOD environments and acts as the operational bridge between Client IT/EUS, Infrastructure, and Cybersecurity. This role is remote, but requires that you live in Denver, CO area.

• Lead, schedule, and coach a distributed team of L2/L3 VDI and end-user computing engineers supporting 24x7, multi-site operations; own shift coverage, on-call rotation, and escalation paths.
• Own service-level performance for the VDI/EUC support queue: MTTR, first-contact resolution, backlog aging, and client-facing SLA adherence; report weekly to the Client IT/EUS leader.
• Act as major-incident commander for VDI, identity, and endpoint outages: run the bridge, drive vendor engagement, own stakeholder communication, and sign off RCA and corrective actions.
• Set technical standards for the team: runbooks, knowledge articles, image and configuration baselines, and peer-review of changes before they reach production.
• Build team capability through hiring input, onboarding, skills mapping, and cross-training across AWS WorkSpaces, Azure Virtual Desktop, and Windows 11 platforms.
• Partner with Infrastructure and Cybersecurity leads on patch cadence, vulnerability remediation, and secure BYOD policy; translate security requirements into operational practice for the team.
• Represent the support function in client onboarding, audits, and TPRM/HIPAA evidence requests; ensure PHI-handling controls are followed and evidenced.
• Oversee L3 technical escalations, ensuring complex performance, authentication, and endpoint issues are resolved across AWS WorkSpaces, Azure Virtual Desktop, and Windows 11 environments.
• Ensure all managed and BYOD endpoints strictly adhere to security baselines, MFA, endpoint protection, and HIPAA/PHI data handling requirements.
• Regularly participates in virtual meetings, training, coaching, audits, and other work-related interactions using Company-approved collaboration technology, including audio and video, as required by Company or client.
• Performs duties in compliance with Company’s policies and procedures, including but not limited to those related to HIPAA and compliance.

Qualifications

• 8+ years of L2/L3 infrastructure, end-user computing, virtual desktop, or enterprise remote-support experience, including 2+ years leading or supervising a technical support team (shift lead, team lead, or equivalent).
• Hands-on expertise with AWS WorkSpaces/AWS VDI and/or Azure Virtual Desktop; experience with both is strongly preferred.
• Strong Windows 10/11 troubleshooting, endpoint management, imaging, patching, application deployment, and configuration-policy experience.
• Working knowledge of networking and identity services: DNS, DHCP, VPN, Active Directory/Entra ID, routing, and firewall/proxy fundamentals.
• Practical understanding of EDR, MFA, IAM, endpoint security, and secure BYOD controls in a regulated (HIPAA/PHI) environment.
• Demonstrated experience running major incidents, vendor escalations, and RCA processes; familiarity with ITIL practices and ITSM tooling.
• Proven ability to manage SLAs and queue metrics, give clear performance feedback, and communicate diagnosis, resolution, and prevention to technical and non-technical stakeholders.

Requirements

• Prior experience working in healthcare IT, HIPAA-regulated environments, or revenue cycle operations.
• Working knowledge of PowerShell or Python for endpoint automation.
• Experience supporting offshore or follow-the-sun teams is a plus.

Benefits

• Comprehensive benefits package that may include health, dental, and vision coverage.
• Voluntary insurance options.
• 401(k) plan with employer match.
• Professional development opportunities.
• Paid time off and holiday pay.
• Opportunity to participate in bonus programs, commissions, or other variable incentive plans.