IT Operations Manager - ForTec Medical

ForTec Medical is an industry leader dedicated to improving patient health by delivering innovative surgical technologies to our healthcare customers on demand. Our dedicated team provides service excellence, and we take pride in what we do each and every day. ForTec’s commitment to excellence, integrity, and positive culture defines our organization. These core values and our entrepreneurial spirit are the foundation of ForTec. 

ForTec is seeking a IT Operations Manager to work out of our Home Office in Hudson, Ohio, two to three times per week and additionally as needed.

The IT Operations Manager is responsible for operationalizing the organization’s technology infrastructure, user support functions, and vendor-managed services.  This position oversees the internal helpdesk team, including a Helpdesk Supervisor and technicians, and the IT Systems Administrator.  In addition, the IT Operations Manager will serve as the primary liaison with our Managed Services Provider (MSP) and Managed Security Services Provider (MSSP), ensuring that service level agreements (SLAs) are met, system performance is optimized, and the organization’s IT environment is stable, secure, and aligned with business objectives.

• Identify opportunities for process optimization, automation, and technology upgrades that enhance efficiency, security, and user experience.
• Participate in IT strategy discussions, aligning operational plans with the organization’s short-term and long-term business objectives.
• Identify, track and report key performance indicators (KPIs), developing action plans to address gaps and improve service quality.
• Work closely with MSP and Systems Administrator to maintain and enhance server infrastructure, storage solutions, network configurations, and related systems.
• Collaborate with the MSSP to ensure adherence to security best practices, regulatory compliance, and timely incident response and remediation.
• Coordinate with vendors to plan and implement service improvements, upgrades, and solutions that align with business needs.
• Implement and maintain backup, recovery, and disaster recovery plans.
• Lead, mentor, and develop the Helpdesk Supervisor, Helpdesk Technicians, and Systems Administrator, setting clear performance objectives and career development plans.
• Ensure the helpdesk provides timely and effective support to end-users, maintaining high levels of customer satisfaction.
• Foster a collaborative team environment focused on continuous improvement, exceptional customer service, and technical excellence.

• 7+ years of progressive IT operations experience, including at least 3 years in a supervisory or managerial role.
• Proven experience overseeing a mid-sized organization's helpdesk, network, and systems administration functions.
• Demonstrated vendor management experience, including working with MSPs and MSSPs.
• Strong understanding of ITIL principles, best practices in service management, and a commitment to continuous improvement.
• Excellent leadership, communication, and interpersonal skills, with a track record of building high-performing teams and positive stakeholder relationships.
• Familiarity with security frameworks, relevant compliance regulations, and industry-standard technologies.
• Strong organizational skills and the ability to manage multiple priorities in a dynamic environment.
• Excellent communication and collaboration skills.

Our continued growth and success have allowed us to provide exciting career opportunities for passionate, customer-focused, and highly motivated individuals. We provide our employees with a generous benefits package, including:

• Competitive compensation package
• 401(k) plan with generous company match; Annual Profit-Sharing opportunity
• Medical, dental, vision, disability, and life insurance plan options
• Free Teladoc Health Account
• Generous Paid Time Off (PTO)
• Company Paid Holidays
• Health and Wellness Rewards Program
• Employee Referral Bonuses
• Service Milestone Awards

Join ForTec Medical – make YOUR impact today!

The Company is an equal opportunity employer. As such, we provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, citizenship, ethnicity, national origin, age, disability, pregnancy, genetic information, sexual orientation, status as a member of the United States armed forces, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.