What are the responsibilities and job description for the Information Tchnology Services Manager position at CFS?
Job Title: Information Technology Services Manager
Location: Springfield, MA
Salary: $150,000 per year
Why take the Information Technology Services Manager?
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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.
- 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.
- 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.
- Competitive Salary
- Flexible Hours
- PTO
- Paid Health, Dental & Vision Insurance
- 401(k) with Company Match
- Collaborative and Team-Oriented Work Environment
#INSEP2026
#CBSEP026
#ZRCFSTECH
Salary : $150,000 - $160,000