IT Manager - MSP & Vendor Management
Description
About ReFocus Eye Health
ReFocus Eye Health is a multi-site ophthalmology platform operating at 100+ clinic. Our technology function runs lean and modern: a Microsoft 365 / Intune / Entra ID environment supported by a managed service provider (MSP), with continuous growth through acquisitions. We are looking for an IT Manager to own our vendor relationships and IT project delivery as we scale.
Position summary
The IT Manager is the internal owner of ReFocus Eye Health’s managed service provider (MSP) relationship and IT project delivery across all locations. This is a management and coordination role: you will manage vendors, drive IT projects and acquisition (M&A) site cutovers, and keep daily operations on track — with enough technical fluency to hold the MSP accountable. This is not a hands-on engineering role; technical architecture and design remain with the Director of Technology. You will professionalize vendor governance and project delivery and serve as the dependable single point of coordination for IT across the organization.
Key responsibilities
MSP & vendor management
• Serve as the primary internal owner of the MSP relationship; manage scope, SLAs, ticket quality, escalations, and overall delivery performance.
• Coordinate IT vendors and review scope and invoices for accuracy and value.
• Provide the MSP and vendors with a single, consistent point of contact and accountability.
IT project & cutover coordination
• Coordinate IT projects and M&A site cutovers end to end: timelines, vendor scheduling, readiness checklists, and stakeholder communication (execution performed by the MSP and vendors).
• Partner with the Project Manager on cross-functional tracking; owns the IT-specific delivery within those projects.
• Coordinate rollout of standardized device images and practice-level application configuration (defined technically by the Director, executed by the MSP).
Operations coordination
• Triage and route incidents to the MSP, track resolution, and keep sites informed; act as the first internal point of contact for IT issues.
• Maintain operational documentation, SOPs, and outputs from asset and visibility tooling.
Reporting & escalation
• Report status, risks, and vendor performance to the Director; escalate technical decisions rather than making them.
• Apply technical literacy to read tickets, validate MSP work, and push credibly on SLAs and quality.
Required qualifications
• Associate’s degree in information technology or a related field — or equivalent experience or credentials.
• 4+ years in IT, including project coordination and vendor or MSP management.
• Demonstrated MSP/vendor management with SLA and performance accountability.
• Strong project-coordination and delivery skills, ideally across multi-site environments.
• Technical literacy across Microsoft 365, Intune/endpoint concepts, and networking — enough to manage vendors credibly (hands-on engineering not required).
• Excellent communication, stakeholder-management, and organizational skills.
• Comfortable operating as the sole internal IT manager partnering with an external MSP.
Preferred qualifications
• Bachelor’s degree in information technology or a related field.
• Healthcare / HIPAA-regulated environment experience.
• M&A integration / site-cutover coordination experience.
• Familiarity with EHR/PM platforms (e.g., Nextech, NextGen) and ConnectWise or similar ticketing.
• PMP, ITIL, or comparable project/service-management credential.
What success looks like
• First 90 days: own the MSP relationship and daily ticket follow-through; establish a clear cadence and reporting rhythm with the MSP.
• First 6 months: MSP managed to define SLAs; IT projects and cutovers running on coordinated timelines.
• First 12 months: dependable vendor governance and project delivery across all sites.
Ability to work remotely and MUST live in the eastern standard time zone.
About ReFocus Eye Health
ReFocus Eye Health is a multi-site ophthalmology platform operating at 100+ clinic. Our technology function runs lean and modern: a Microsoft 365 / Intune / Entra ID environment supported by a managed service provider (MSP), with continuous growth through acquisitions. We are looking for an IT Manager to own our vendor relationships and IT project delivery as we scale.
Position summary
The IT Manager is the internal owner of ReFocus Eye Health’s managed service provider (MSP) relationship and IT project delivery across all locations. This is a management and coordination role: you will manage vendors, drive IT projects and acquisition (M&A) site cutovers, and keep daily operations on track — with enough technical fluency to hold the MSP accountable. This is not a hands-on engineering role; technical architecture and design remain with the Director of Technology. You will professionalize vendor governance and project delivery and serve as the dependable single point of coordination for IT across the organization.
Key responsibilities
MSP & vendor management
• Serve as the primary internal owner of the MSP relationship; manage scope, SLAs, ticket quality, escalations, and overall delivery performance.
• Coordinate IT vendors and review scope and invoices for accuracy and value.
• Provide the MSP and vendors with a single, consistent point of contact and accountability.
IT project & cutover coordination
• Coordinate IT projects and M&A site cutovers end to end: timelines, vendor scheduling, readiness checklists, and stakeholder communication (execution performed by the MSP and vendors).
• Partner with the Project Manager on cross-functional tracking; owns the IT-specific delivery within those projects.
• Coordinate rollout of standardized device images and practice-level application configuration (defined technically by the Director, executed by the MSP).
Operations coordination
• Triage and route incidents to the MSP, track resolution, and keep sites informed; act as the first internal point of contact for IT issues.
• Maintain operational documentation, SOPs, and outputs from asset and visibility tooling.
Reporting & escalation
• Report status, risks, and vendor performance to the Director; escalate technical decisions rather than making them.
• Apply technical literacy to read tickets, validate MSP work, and push credibly on SLAs and quality.
Required qualifications
• Associate’s degree in information technology or a related field — or equivalent experience or credentials.
• 4+ years in IT, including project coordination and vendor or MSP management.
• Demonstrated MSP/vendor management with SLA and performance accountability.
• Strong project-coordination and delivery skills, ideally across multi-site environments.
• Technical literacy across Microsoft 365, Intune/endpoint concepts, and networking — enough to manage vendors credibly (hands-on engineering not required).
• Excellent communication, stakeholder-management, and organizational skills.
• Comfortable operating as the sole internal IT manager partnering with an external MSP.
Preferred qualifications
• Bachelor’s degree in information technology or a related field.
• Healthcare / HIPAA-regulated environment experience.
• M&A integration / site-cutover coordination experience.
• Familiarity with EHR/PM platforms (e.g., Nextech, NextGen) and ConnectWise or similar ticketing.
• PMP, ITIL, or comparable project/service-management credential.
What success looks like
• First 90 days: own the MSP relationship and daily ticket follow-through; establish a clear cadence and reporting rhythm with the MSP.
• First 6 months: MSP managed to define SLAs; IT projects and cutovers running on coordinated timelines.
• First 12 months: dependable vendor governance and project delivery across all sites.
Ability to work remotely and MUST live in the eastern standard time zone.