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About the Role
The Manager of Support Operations provides operational leadership and coordination across the Infrastructure division, with direct oversight of the Support Operations Center (SOC) and Support Operations Specialists. This role ensures consistent, high-quality support services through effective supervision, vendor coordination, process improvement, and collaboration. The Manager supports scalable and compliant operations by maintaining standardized procedures, coordinating site readiness, supporting budget planning, and serving as a key point of contact for site leaders and internal partners. The role also supports emergency preparedness, regulatory consent, and enterprise-wide operational initiatives.
Responsibilities
- Supervise Support Operations Specialists, overseeing daily workload distribution, coaching, performance management, and consistent execution of service requests.
- Maintain and improve Support Operations procedures, monitoring operational trends, identifying service gaps, and implementing workflow and service quality enhancements.
- Manage contracted building-support vendors and conduct site inspections to ensure contract compliance and service readiness.
- Monitor vendor performance, SLAs, and KPIs, documenting outcomes, initiating corrective actions, and reporting trends to leadership.
- Coordinate cross-functional operational support with Facilities, Property Management, Safety, Supply Chain, and Real Estate teams.
- Lead Support Operations readiness for new sites, ensuring infrastructure support services, compliance requirements, and operational functionality.
- Ensure regulatory and contractual compliance by maintaining required documentation, supporting audits, and adhering to applicable requirements.
- Support emergency preparedness and response efforts, including operational continuity planning and incident coordination.
- Serve as a primary point of contact for site leaders, managing escalations, communicating service impacts, and ensuring responsive support.
- Support annual budget planning, forecasting, and cost oversight for Support Operations services.
- Develop and implement internal communication strategies, department-wide announcements, and staff recognition initiatives.
- Champion a culture of accountability, collaboration, and service excellence.
- Participate as a key contributor on enterprise-wide initiatives and strategic projects.
Requirements
- Ability to plan, track, and manage timelines for infrastructure initiatives and departmental moves.
- Skilled in writing and maintaining SOPs, policies, and standard workflows.
- Proficient in tracking and reporting performance data using Excel or dashboard tools.
- Strong communication and collaboration skills with clinical, administrative, IT, and Infrastructure teams.
- Understanding of documentation standards, internal controls, and regulatory alignment.
- Ability to assign work, provide feedback, and support professional growth of administrative staff.
Experience Level
- 5 years Operations coordination, infrastructure support, or administrative management within a complex organization.
- 5 years Experience developing policies and SOPs, managing project timelines, and producing KPI reports or performance dashboards to support cross-functional initiatives.
Education Level
- High School Diploma or equivalent (higher degree accepted) And 8 years of relevent experience
- Bachelor's Degree (higher degree accepted) in business administration, public administration, project management, healthcare, operations, or a related field OR 8 years relevent experience in lieu of Bachelor's Degree
Equal Opportunity
- TXDL Upon Hire