Manager – Support Operations

Overview

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 is responsible for ensuring consistent, high-quality delivery of support services across clinical and administrative sites through effective workforce supervision, vendor coordination, process improvement, and cross-functional collaboration. The Manager supports scalable and compliant operations by maintaining standardized procedures, coordinating site readiness and transitions, supporting budget planning and cost oversight, 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 to ensure reliable and responsive Support Operations across the Central Health system.

Responsibilities

Essential Functions:

• Supervise Support Operations Specialists, overseeing daily workload distribution, coaching, performance management, and consistent execution of service requests through the centralized Support Operations dispatch process.
• Maintain and improve Support Operations procedures, monitoring operational trends, identifying service gaps, and implementing systemwide workflow and service quality enhancements.
• Manage contracted building-support vendors (housekeeping, landscaping, pest control, linen/laundry, food services, logistics/courier, and security coordination) and conduct site inspections with Building Services contractors 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 when issues require shared action or escalation.
• Lead Support Operations readiness for new sites, ensuring infrastructure support services, compliance requirements, and day-one operational functionality, support relocations, expansions, and move activities as needed.
• Ensure regulatory and contractual compliance by maintaining required documentation, supporting audits, and adhering to applicable healthcare, city, county, and state requirements for Infrastructure Support Operations.
• Support emergency preparedness and response efforts, including operational continuity planning and incident coordination related to Support Operations.
• Serve as a primary point of contact for site leaders, managing escalations, communicating service impacts, and ensuring responsive support for clinical and administrative teams.
• Support annual budget planning, forecasting, and cost oversight for Support Operations services, including expenditure tracking, invoice accuracy, coordination with Finance, and development of vendor performance and operational cost reports to support fiscal accountability and informed decision making.
• Develop and implement internal communication strategies, department-wide announcements, and staff recognition initiatives to promote transparency and engagement.
• Champion a culture of accountability, collaboration, and service excellence throughout the Infrastructure division, reinforcing customer service and safety standards.
• Participate as a key contributor on enterprise-wide initiatives and strategic projects, representing Infrastructure in cross-functional efforts requiring operational alignment.

Knowledge, Skills and Abilities:

• 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

Qualifications

Minimum Education:

• 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

Minimum Experience:

• 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.

Required Licenses and Certifications:

• TXDL Upon Hire