Boston-area Hospital IT Account Lead: Service Delivery

Software Placement Group, SPG; Boston (MA); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Flexible hours

Paid time off

Health, dental, and vision insurance

401(k) matching

Collaborative, team-oriented work env

Job summary

Software Placement Group seeks an experienced Hospital IT Account Owner to lead managed IT services in a high-availability hospital setting. You will act as the primary accountability for the account, overseeing client relationships, service delivery, staffing, escalations, and technology initiatives.

You will manage Help Desk and Field Services, drive executive-level communications, coordinate with vendors, and lead incident response, reviews, and service improvements across the hospital

Qualifications

• 5+ years of IT managed services or healthcare IT with client-facing responsibility.
• Experience in hospital or health system environments.
• Strong understanding of Help Desk, IT Field Services, SLAs and ITSM.
• Experience with ServiceNow, Jira, Talkdesk or similar platforms.
• Experience managing teams, staffing, scheduling, and 24/7 escalations.
• Executive-level communication and presentation skills.
• Ability to work with hospital executives, clinicians, IT leadership, and vendors.
• Sound judgment for decisions in high-pressure settings.

Responsibilities

• Serve as the primary contact and accountability for the hospital account.
• Lead relationships with hospital executives, IT leadership, and clinical staff.
• Oversee Help Desk and IT Field Services delivery across the hospital environment.
• Manage staffing, on-call rotations, and workload balancing.
• Monitor SLAs, incident response, resolution times, and first-call resolution.
• Coordinate internal teams and vendors during complex incidents.
• Lead post-incident reviews and root-cause analysis.
• Participate in budgeting, forecasting, and resource planning.

Skills

IT managed services

Healthcare IT

IT service delivery

Executive communication

Staffing and scheduling

Client relationship management

Tools

ServiceNow

Jira

Talkdesk

Job description

Software Placement Group seeks an experienced Hospital IT Account Owner to lead managed IT services in a high-availability hospital setting. You will act as the primary accountability for the account, overseeing client relationships, service delivery, staffing, escalations, and technology initiatives.

You will manage Help Desk and Field Services, drive executive-level communications, coordinate with vendors, and lead incident response, reviews, and service improvements across the hospital