Information Tchnology Services Manager

Job Title: Information Technology Services Manager Location: Springfield, MA Salary: $150,000+ per year Why take the Information Technology Services Manager?

• Serve as the primary owner of key hospital and health system client relationships.
• Lead both Help Desk and IT Field Services operations in a highly visible healthcare environment.
• Partner directly with hospital executives, IT leadership, and clinical stakeholders.
• Own client satisfaction, operational performance, escalations, and strategic initiatives.
• Highly autonomous role with significant decision-making authority and leadership responsibility.
• Opportunity to drive service improvements, operational excellence, and account growth.
• Join a collaborative organization that values innovation, accountability, and professional development.
• Competitive compensation, strong benefits, and a team-oriented culture.

What will the Information Technology Services Manager do?

• Serve as the primary point of contact and accountability for assigned hospital managed services accounts.
• Build and maintain trusted relationships with hospital executives, IT leaders, department directors, and clinical stakeholders.
• Lead business reviews and provide updates on account performance, initiatives, risks, and service health.
• Oversee IT Field Services and Help Desk operations, ensuring staffing, coverage, and service commitments are met.
• Manage technician schedules, workload distribution, shift coverage, and on-call rotations.
• Monitor SLA performance including response times, resolution times, and service quality metrics.
• Act as the escalation point for critical incidents, major outages, and after-hours service events.
• Lead root cause analysis, post-incident reviews, and corrective action planning.
• Manage account-based projects including technology refreshes, upgrades, implementations, and workflow improvements.
• Coordinate internal teams, vendors, and client stakeholders to ensure successful project delivery.
• Partner with leadership on budgeting, forecasting, resource planning, and contract performance.
• Track service metrics, labor utilization, overtime, vendor costs, and operational trends.
• Provide coaching, leadership, and performance oversight to Help Desk and Field Services staff.
• Support hiring, onboarding, training, and employee development initiatives.

What does the organization need an Information Technology Services Provider?

• 5+ years of experience in Managed Services, Healthcare IT, or a related technology environment.
• Experience managing client relationships and serving in a customer-facing leadership role.
• Background supporting healthcare organizations, hospitals, or health systems.
• Strong understanding of Help Desk operations, IT Field Services, SLAs, and ITSM platforms.
• Experience with ServiceNow, Jira, Talkdesk, or similar service management platforms.
• Proven leadership experience managing teams, schedules, escalations, and service delivery in a 24/7 environment.
• Excellent executive communication, presentation, and stakeholder management skills.
• Ability to make independent operational decisions in high-pressure situations.
• Experience with workforce management, capacity planning, and service delivery metrics is a plus.
• Knowledge of HIPAA, healthcare IT operations, and clinical environments preferred.
• ITIL Foundation certification or equivalent service management experience preferred.
• PMP certification or project management experience is a plus.
• Experience with telecom, DAS/5G infrastructure, or endpoint management in healthcare environments is beneficial.

Benefits

• Competitive Salary
• Flexible Hours
• PTO
• Paid Health, Dental & Vision Insurance
• 401(k) with Company Match
• Collaborative and Team-Oriented Work Environment

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