A Medical Practice Manager manages a medical practice office for a group of physicians or other health care providers. Works with clinicians and hires and supervises administrative staff. Oversees business operations and office administration, including scheduling, bookkeeping, billing, medical records and equipment and supply orders.
Practice Manager (ITIL 4) bluesource - 4.1 Grapevine, TX Job Details Full-time $68,012.32 - $75,047.91 a year 9 hours ago Benefits Health insurance Dental insurance Flexible spending account Paid time off Employee assistance program Vision insurance Life insurance Retirement plan Qualifications Operational analysis Teamwork Windows Change management Task prioritization Process management
Full Job Description Key Responsibilities:
Own and mature assigned ITIL 4 practices (primarily Incident, Problem, Change, Request, and Knowledge Management) within the SMC, ensuring alignment with ITIL best practices and business objectives. Define, document, and refine processes, procedures, workflows, and knowledge articles; drive adoption and consistent execution across the team. Establish, monitor, and improve SLAs, KPIs, and service performance metrics; analyze trends, identify risks or improvement opportunities, and lead continual service improvement (CSI) initiatives. Lead or facilitate major incident management, root-cause analysis, and problem resolution; ensure high-quality escalations and complete supporting information. Collaborate with Technical Analysts and senior resources on complex technical issues, solution implementation, testing, and operational support involving Windows environments, PowerShell, SQL, Microsoft Azure/Microsoft 365, enterprise messaging/archiving platforms, and related technologies. Coach and mentor SMC team members on process adherence, troubleshooting approach, documentation standards, and professional client communication. Support capacity planning, workload prioritization, and knowledge sharing; contribute to operational reporting and stakeholder updates. Partner with the Director on process maturity roadmaps, tool configuration (e.g., ConnectWise, ServiceNow, Jira Service Management, or similar), and alignment with security, audit, and regulatory requirements. Promote a culture of accountability, ownership, quality, and continuous improvement within the SMC.
Qualifications:
ITIL 4 Managing Professional (MP) certification required (or equivalent demonstrated experience at the Managing Professional level); ITIL 4 Expert or higher preferred. 5+ years of progressive experience in IT service management, technical support, systems operations, or a comparable role, with at least 2-3 years of hands-on practice ownership or process management responsibility. Proven experience implementing, governing, and improving ITIL processes in a managed-services or enterprise environment. Working knowledge of ITSM platforms (ConnectWise, ServiceNow, Jira Service Management, or similar) and the ability to use process data for reporting and improvement. Familiarity with Windows environments, command-line tools, PowerShell, SQL, Microsoft Azure, Microsoft 365, and enterprise messaging or archiving technologies; experience with Enterprise Vault technologies is a strong plus. Strong analytical, organizational, and problem-solving skills with the ability to prioritize, work independently, and recognize when escalation or collaboration is needed. Excellent written and verbal communication skills, including the ability to explain technical and process matters clearly to clients and colleagues, produce accurate documentation, and influence process adoption. Demonstrated ability to coach others, drive change, and contribute to cross-functional collaboration.
Preferred Skills:
Experience in a managed-services or multi-client environment. Background in automation, service analytics, or AIOps concepts. Prior exposure to security, compliance, or audit requirements in an operational setting.
Pay:
$68,012.32 - $75,047.91 per year
Benefits:
Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Retirement plan Vision insurance
