Information Technology Services Manager
Position will close November 2nd, 2025
POSITION SUMMARY : The IT Services Manager is responsible for all aspects, planning and delivering the IT support operations to include desktop support, desktop architecture, the IT Service Desk and all infrastructure for voice / data networks, servers, storage data center and co-location facilities operations. The position will provide leadership, strategic and operational oversight and decision-making to ensure high-performing and available services, including possessing necessary technical and analytical skills required to meet hospital demands and regulatory requirements. The IT Services Manager ensures effective and scalable client services and contributes to the hospital's mission of utilizing information technology to improve workflows and patient care.
POSITION REQUIREMENTS :
- Licensure / Certification / Registrations : IT Service Management (ITSM) certifications (ITIL), HDI Support Center Manager (HDI-SCM), Project Management Certifications (PMP) and relevant technical and security certifications preferred.
- Education : BA / BS degree in Information Technology or extensive proven equivalent work experience required.
- Experience : Minimum of 10 years of experience in managing IT Services or Support Desk Operations and developing IT end point services in a high-performing enterprise environment, and experience in a healthcare setting with proven ability to lead IT service teams.
- Skills & Abilities : Excellent interpersonal and leadership skills to be able to maintain good interpersonal relationships. Ability to effectively and efficiently manage assigned IT personnel, projects, budgets and priorities within all areas of department responsibility. Understanding of IT governance, practices and processes and the ability to maintain a strong strategic vision directly supporting the vision of hospital technology. Able to manage multiple projects, as well as, manage daily operations efficiently while meeting appropriate timelines. Ability to collaborate and build relationships with hospital administration and customers. The ability to work independently, organize time effectively and the ability to coordinate appropriate resources. Skilled in both verbal and written communication. Strong customer-oriented people skills. Proven analytical, problem-solving, and troubleshooting skills. Program management skills; cost account management, asset management, cost, resource and schedule tracking, risk management and opportunity management; Ability to plan, organize and manage large scale IT maintenance and upgrade activities; Ability to provide in-depth root cause analysis and provide direction for the least impactful and lowest risk resolutions; Experience with Microsoft suites, licensing and background server technologies; Solid working knowledge of ITIL service management processes and operations processes; Experience in preparing and delivering proposals, estimates, technical documents and other contract deliverables. Commitment to quality and results.
ESSENTIAL FUNCTIONS :
Develop processes to encourage knowledge sharing, collaboration within IT and ensure the development and implementation of any necessary corrective actions to meet objectives.Manage the functions of Change Management and operationalize effective change strategy.Manage the IT Service Desk, including call center, ticketing system / knowledge base, tiered escalation, SLOs, problem management, incident management and change management.Direct enterprise-wide IT service, support and training of client / end-user technologies (desktops, notebooks, tablets, mobile devices, printers, faxes and PC software).Assist the IT Director with strategy, planning, and execution of enterprise client technologies; develop client technology roadmaps for hospital deployments, upgrades and migrations to support current trends and compliance.Evaluate emerging client technologies and trends for improving customer service and assess supportability to ensure cost-effective solutions.Identify, champion and implement automated technologies to streamline support requirements and improve end-user SLAs.Responsible for client and end-point infrastructure vendor management, contract negotiations, and purchasing procedures; pursue cost savings initiatives, leveraging common client and infrastructure technologies. Responsible for critical usage of the budgetary process for systems, software and support.Direct IT client support resources to perform user account administration for enterprise systems, including timely account adds, changes, and removals.Work directly with the IT Data Security Manager to ensure Active Directory (AD), second level authentication, application access services and audits are maintained in accordance with compliance requirements.Identify areas for process improvements and encourage staff to provide effective solutions.Responsible for hospital-wide IT communications and public relations; deliver professional correspondence to keep end-users well-informed of relevant IT activities (IT announcements, system outage alerts, etc.).Promote IT as a customer-centric, service delivery resource, with a focus on providing users with value-added IT technologies.Partner with other IT leaders and Department Directors and Hospital Administration to support the implementation of key IT strategic initiatives and services to ensure deliverables are completed on time and are well communicated and with the support of key stakeholders.Work with the IT Director and customer leadership to build business cases for significant end-point system improvements or replacement. Lead system selection projects related to the Service Desk, to include documenting requirements, analyzing vendor proposals, coordinating demonstrations and site visits, etc.Estimate the resources (time, financial, and people) needed to achieve project goals. Work with vendors, consultants, and managers to acquire the necessary resources.Proactively manage changes in project scope, identify potential crises, and devise contingency plans.Develop and maintain quality control processes to ensure effective and smooth end-point operating infrastructure and systems rollouts.Provide technical support, troubleshooting, and problem resolution services for end-point infrastructure, computer and telephone end-users.Keep current with regulatory requirements and have and drive IT governance and processes to meet those requirements.Establish hospital-wide client technology standards; drive the use of common client software and hardware to simplify end-user support and administration, all while improving the end-user experience.Evaluate emerging client and back-end systems technologies and trends for practicality of use, improving customer service, and assessment of cost impact.Provide direction and supervision of highly skilled technical teams, demonstrate professional judgment, use problem-solving techniques and delegate appropriately to ensure their optimal performance. Collaborate with the IT team to assess and allocate staff resources based on hospital and departmental needs.Assist with defining groups and roles to meet Segregation of Duties (SOD) requirements. Coordinate with the IT Data Security Manager, the Privacy Officer, Compliance Officer and external auditors to ensure best practices are identified, implemented and maintained.Maintain multiple layers of protection for IT end-point operations and disaster recovery requirements, both physical and manual.Provide leadership in the development of performance standards for IT personnel. Evaluate and counsel all employees on their performance in a professional and timely manner.Assist with preparing the annual budget and monitor it concurrently. Monitor and analyze costs associated with supplies, staffing, etc.Develop and manage proficiency of annual staff competency expectations. Actively work to develop and mentor technical staff.This job description is not intended to be an exhaustive list of all duties. Employee may perform other related duties as assigned.Craig Hospital Benefits :
Benefit Eligible Positions :
At Craig Hospital, we offer a wide range of outstanding benefits that allow our employees to tailor a benefits package that meets their individual needs. Planning a family or looking forward to retirement, we have options. Our medical insurance is a self-funded plan administered by Allegiance Benefit Plans with a CIGNA network of providers offering two different comprehensive plans. We offer dental insurance through Delta Dental, and vision insurance through EyeMed . Craig offers Health Care and Dependent Care Spending Accounts . Craig also provides, and pays for both Short Term and Long-Term Disability Insurance plans for every benefit-eligible employee. We offer generous time off benefits to allow you to enjoy your time away from work too! Additionally, we have a 403b Retirement Plan with a generous matching contribution through Empower Retirement that you are eligible for upon hire. Do you want to go back to school? We have Tuition Assistance. Unexpected emergency? We have Employee Assistance Programs . For Craig, we believe in offering best-in-class benefits, and we prioritize benefits to support you.
Salary Range : $40.71 / Hour - $58.63 / Hour (Based on Years of Experience)
Salary Range : $84,676.80 / year - $121,950.40 / year (Based on Years of Experience)
PId30a503a7693-30511-38809129
