Operations Manager - Remote (Mississippi HIE Project)

About the role

VetsEZ is seeking an Operations Manager for a remote opportunity with required travel to Mississippi, supporting the implementation and operation of a statewide Health Information Exchange (HIE) and the development of a Health Data Utility (HDU). The role manages HIE service delivery, help desk operations, incident coordination and day-to-day operational performance. The position is contingent upon contract award, and the candidate must reside within the continental US.

Key responsibilities

• Manage daily HIE operations, staffing coordination, schedules and service delivery priorities.
• Lead help desk services, user assistance, ticket triage, account support and service-request management.
• Coordinate production incidents, monitoring escalations, root-cause follow-up and user communications.
• Manage handoffs with technical service providers for advanced support and after-hours monitoring.
• Monitor service levels, operational risks, support trends and improvement actions.
• Maintain operating procedures, support knowledge resources and recurring performance reports.
• Take on additional tasks as needed to support team objectives and the project's success.

Required profile

• Bachelor's degree in business, health administration, information systems or a related field.
• 8+ years of relevant experience, including healthcare IT operations, application support or managed technology services.
• Experience leading help desk activities and coordinating incident and service-request processes.
• Ability to manage service levels, operational reporting, vendors and cross-team escalations.
• Understanding of clinical application access, user support and sensitive information handling.
• U.S. citizenship, successful completion of a background check, and ability to obtain and maintain a Government/Public Trust clearance with fingerprinting when required.

Required skills

• Additional qualifications: HIE, EHR or clinical portal operations experience; ITIL, PMP or comparable service management credential; experience transitioning healthcare implementations into ongoing operations.
• Strong planning, customer communication, troubleshooting coordination and process improvement skills.

What we offer

• Medical, dental and vision coverage.
• 401k with employer match.
• PTO and federal holidays.
• Corporate laptop and training opportunities.