Form Health - IT Systems & Operations Manager

• IT Operations & Service Delivery • Act as the primary escalation point for complex or high-impact IT issues, performing deep troubleshooting across SaaS platforms, identity systems, and endpoint environments • Diagnose and resolve issues related to SSO, MFA, user provisioning/deprovisioning, and access controls within Okta • Administer and optimize Google Workspace (user lifecycle, groups, admin policies, security settings, and integrations) • Manage Slack administration, including workspace configuration, app integrations, permissions, and governance • Investigate and remediate issues involving SaaS integrations (e.g., SCIM provisioning, API-based workflows, SAML configurations) • Support device provisioning workflows and ensure secure configuration standards for endpoints • Monitor system health and proactively identify reliability, performance, and security issues • Leverage automation and AI-driven tools to streamline IT operations, optimize ticket resolution workflows, and enhance the overall employee support experience • Technical Program Management & Execution • Drive end-to-end delivery of IT initiatives by coordinating across systems, stakeholders, and dependencies to ensure scalable and reliable implementations • Translate business requirements into technical solutions, defining workflows, system logic, and integration patterns across SaaS platforms • Lead incident retrospectives and root cause analyses for high-impact issues, implementing long-term fixes and preventative controls • Establish and evolve IT operational frameworks, including onboarding workflows, access governance models, and system standardization • Partner with Engineering and Security teams to evaluate, select, and integrate new tools into the existing IT ecosystem • Build and optimize identity and access models (e.g., role-based access control, group-based provisioning) to improve security and operational efficiency • Develop and maintain system integration maps and documentation to ensure visibility across tools, data flows, and dependencies • Drive continuous improvement initiatives by analyzing operational data (ticket trends, access requests, system usage) and implementing scalable solutions • Support audit readiness by ensuring systems, processes, and documentation align with HIPAA and SOC 2 requirements • 8+ years of experience in IT operations, IT support, or infrastructure roles with ownership of core systems • Demonstrated experience handling escalations and solving complex technical issues across SaaS and identity platforms • Strong hands-on experience with Okta (SSO, MFA, lifecycle management), Google Workspace, and Slack administration • Experience working with SaaS integrations (SAML, SCIM, APIs) and identity/access management systems • Solid understanding of HIPAA requirements and experience supporting SOC 2 compliance and audits • Proven ability to independently own and execute cross-functional technical initiatives • Strong troubleshooting skills across cloud-based systems, SaaS tools, and user environments • Experience supporting both technical and non-technical stakeholders in fast-paced environments • Excellent communication and organizational skills with a strong customer-first mindset • Experience in healthcare or other regulated environments is strongly preferred