Senior Manager, IT

The OpportunityWe are looking for a hands-on IT Manager to own our entire technology environment — from the pharmacy management system and HIPAA-compliant infrastructure to workstations, telecom, and the integrations that keep our patient journey running smoothly. This is a solo individual contributor role with broad ownership and real impact. You will report directly to the Director of Operations and work closely with pharmacy leadership to diagnose, prioritize, and solve the technology and process problems that are limiting our growth.This is not a help desk role. We need someone who can architect solutions, manage vendors, enforce compliance, and also roll up their sleeves and fix a network issue on the same day. If you thrive in environments where the work is varied, the stakes are real, and your fingerprints are on everything, this role is for you.What You'll OwnPharmacy Systems & SoftwareOwn, administer, and optimize the Pharmacy Management System (PMS) — including configuration, user access, workflow setup, and vendor relationship managementManage integrations between the PMS and adjacent systems: e-prescribing platforms, physician portals, shipping/fulfillment software, and payment processingEvaluate, recommend, and implement new software tools that improve operational throughput, reduce manual work, and support clinical accuracyServe as the internal point of contact and escalation for all system issues; manage vendor SLAs and ensure issues are resolved promptlyPatient Journey & Operational TechnologyAudit the end-to-end patient journey from a technology lens — identify friction points in intake, prescription processing, fulfillment, and communicationImplement and maintain patient communication tools (SMS, automated refill reminders, secure messaging, patient portal)Support the shipping and fulfillment workflow — ensure integrations with shipping carriers are functional, accurate, and efficient; troubleshoot shipping label errors, tracking failures, and carrier API issuesCoordinate with operations leadership to ensure technology supports (not slows) daily pharmacy throughputInfrastructure, Network & HardwareManage all on-site and cloud infrastructure: servers, workstations, printers, label printers, network switches, wireless access points, and pharmacy-specific hardware (e.g., scales, barcode scanners, compounding equipment interfaces)Maintain network reliability and performance across all pharmacy workstations and lab environmentsManage vendor relationships for ISPs, phone/VoIP systems, and hardware vendorsMaintain an accurate hardware and software asset inventory; manage refresh cycles proactivelyHIPAA Compliance & CybersecurityOwn the pharmacy's HIPAA Security Rule compliance posture — conduct risk assessments, maintain policies and procedures, and manage remediation of identified gapsImplement and enforce security controls: endpoint protection, MFA, encrypted data storage, secure remote access, access control policies, and audit loggingManage data backup, disaster recovery, and business continuity planning — ensure the pharmacy can recover quickly from any system failureConduct regular security awareness training for staff; serve as the go-to resource for phishing, password hygiene, and device securityCoordinate with the Director of Operations and ownership on any potential breach events, following HIPAA breach notification requirementsTelecommunicationsManage and optimize the pharmacy's phone system (VoIP or traditional) — including call routing, hold queues, voicemail, and any IVR configurationsEnsure telecom reliability and redundancy; troubleshoot call quality and coverage issuesEvaluate whether current telecom infrastructure is meeting the needs of the patient intake team and recommend upgrades as neededProcess Improvement & Internal SupportProvide hands-on technical support to all pharmacy staff — be the first and last line of support for day-to-day technology issuesDocument all systems, configurations, and processes; build and maintain an internal IT knowledge baseTrain staff on new tools, workflows, and security practices — with patience and clarityPartner with the Director of Operations to identify technology-driven solutions to operational bottlenecks across compounding, fulfillment, and patient servicesWhat We're Looking ForRequired Experience & Skills4+ years of hands-on IT experience, ideally in a healthcare, pharmacy, or similarly regulated environmentWorking knowledge of HIPAA Security Rule requirements and practical experience implementing or maintaining compliance programsDemonstrated experience managing or supporting a Pharmacy Management System (e.g., PK Software, BestRx, Liberty Software, Rx30, or equivalent) strongly preferredProficiency in network administration: TCP/IP, VLANs, Wi-Fi, firewalls, and switchesExperience with Windows-based environments, Microsoft 365, and cloud platforms (Azure or AWS a plus)Hands-on experience with endpoint security tools, MFA deployment, and backup/recovery systemsComfortable managing VoIP/telecom systemsExperience managing shipping integrations (UPS, FedEx, USPS APIs or platforms like ShipStation, EasyPost, or similar)Strong vendor management skills — you know how to hold a vendor accountable without burning the relationshipPreferred QualificationsExperience in a compounding pharmacy, specialty pharmacy, or 503A/503B facilityFamiliarity with e-prescribing platforms (Surescripts, DrFirst, or similar)Any relevant certifications: CompTIA Security+, CompTIA Network+, Microsoft certifications, or CISSPExperience supporting a growing small business through a period of systems change or technology modernizationWho You AreA self-starter who doesn't wait to be told what needs fixing — you find it, document it, and solve itCalm under pressure; the person staff trusts when something breaks at 9am on a MondayA clear communicator who can translate technical issues into plain language for non-technical stakeholdersHighly organized — you track open issues, pending projects, and vendor contracts without letting things fall through the cracksSomeone who takes HIPAA seriously — not as a checkbox, but as a responsibility to patientsThe salary range for this role is: $85,000.00-$95,000.00