Technical Lead, IT Service Delivery

Position Summary:

Remote Role - must be located in Washington, Oregon, or Idaho  

The IT Service Delivery Lead is the senior technical expert and mentor for the Service Delivery Team, providing guidance, mentorship, and process leadership for software and IT functions. This role is not a direct people manager but is crucial for ensuring team efficiency, meeting technical expectations, and implementing quality assurance for product support and customer service. This role is essential in executing well-planned software upgrade/migration projects, but also in maintaining KPI metrics and working with the specialist team on new issues and deployments.

Key Duties / Responsibilities:

Technical Leadership

• Provide technical mentorship and guidance to Service Delivery Project Managers and Engineers on the planning and execution of projects such as Server-Client application upgrades and infrastructure changes.
• Serve as the primary point of technical escalation for Service Delivery Engineers, assisting in troubleshooting and resolving complex IT issues related to system performance, networking, and software.
• Contribute to technical training materials, service documentation, and knowledge base content as a subject matter expert
• Work with the Service Delivery manager to coordinate long-term initiatives
• Foster a collaborative environment by coordinating and communicating effectively with project and support teams

Service Operations

• Lead the planning and execution of complex software and firmware updates across single-client and enterprise-level networked systems, including HL7, SQL, Cloud, and EMU environments
• Oversee yearly Infrastructure PM initiatives for CadCare customers under the guidance of the Service Delivery Manager
• Support integration troubleshooting between Cadwell systems, third-party software, and network infrastructure.
• Build and maintain customer HL7 environments, including migrations and feature enhancements
• Maintain and monitor Datadog dashboards, alerts, integrations, and billing
• Participate in Controlled Release software deployments
• Collaborate with hardware-focused engineers and technicians to resolve cross-domain service issues.

Continuous Improvement

• Partner with the Product Specialist team to prepare for new releases and ensure service readiness.
• Lead internal continuous improvement efforts related to software upgrade projects, IT infrastructure monitoring, and IT infrastructure analysis.
• Assist in creating and reviewing Service Delivery solutions to ensure they meet customer expectations and are in line with Cadwell’s business offerings.
• Maintain KPI’s for application monitoring (DataDog), incidents, projects, etc
• Escalate issues to the product specialist team as required
  
  

Education / Experience:

• Bachelor's Degree or relevant experience.
• Minimum of three years’ experience in a technical field, such as enterprise IT support.
• Proven track record in managing or leading enterprise-level IT projects.
• Working knowledge of networking, SQL, Citrix, and server configuration required.
• Working knowledge of HL7 integration preferred.
• Experience in a hospital environment or with a hospital information system is a plus.
• Experience in the healthcare industry is a plus.
  
  

Job Knowledge / Requirements:

• Exhibits Cadwell’s core values of integrity, initiative, accountability, commitment to excellence, and service to others
• Demonstrated ability to lead successful IT projects and mentor technical teams.
• Experience working successfully with remote teams.
• Excellent oral and written communication skills, including formal presentations in front of customers, are required.
• Ability to work successfully as part of a highly dynamic and fast-paced team.
• Problem-solving mindset with a proactive approach to identifying and resolving challenges.
• Must be willing to travel to Kennewick, WA (HQ) as needed, typically up to once per month 
• Ability to travel up to 20% is required; must be able to obtain necessary travel documents.
• Ability to work outside of business hours as necessitated by customers
• This position requires on-site visitation at medical facilities, and the candidate must be able to meet all credentialing requirements, which could include mandatory vaccinations.