Healthcare IT Service Center Leader

South Bend Medical Foundation; South Bend (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

South Bend Medical Foundation is seeking an experienced IT Service Center Manager to lead internal technology support and elevate service delivery across our healthcare organization. Responsibilities include ticket management, application support, vendor coordination, projects, integrations, documentation, and continuous service improvement.

The role supervises Service Center staff, represents IT in EOS Level 10 meetings with the virtual CIO and MSP, and requires balancing patient data

Qualifications

• Bachelor’s degree in information systems, health IT, business, or a related field.
• 5+ years in IT service delivery, application support, technology operations, or project management.
• 2+ years of supervisory or team-lead experience.
• Experience managing an MSP and multiple software vendors.
• Experience with ticketing systems, vendor governance, project management, system integrations, and service-management practices.

Responsibilities

• Lead daily Service Center operations, including intake, triage, escalation, resolution, and communication with customers.
• Supervise, coach, train, and develop internal Service Center staff.
• Establish and monitor service measures like ticket volumes, response times, and backlogs.
• Represent IT operations in EOS Level 10 meetings and maintain scorecards and Rocks.
• Coordinate work with the virtual CIO and MSP while maintaining vendor oversight.
• Handle escalations and scope questions under the MSP agreement.
• Coordinate support for clinical and business applications and HL7, EHR interfaces.
• Lead technology projects from requirements through go-live and stabilization.
• Act as liaison among SBMF departments, vendors, MSP, and clients.
• Maintain procedures, knowledge articles, and continuity documentation.
• Analyze recurring issues and drive improvements in processes and config.
• Coordinate audits (HIPAA, SOC 2, etc.) and protect patient data.

Skills

Leadership

IT service delivery

Ticketing systems

Vendor management

Project management

System integrations

Documentation

Executive communication

Education

Bachelor’s degree in information systems or related field

Tools

Ticketing systems

Vendor management tools

System integrations tooling

Job description

South Bend Medical Foundation is seeking an experienced IT Service Center Manager to lead internal technology support and elevate service delivery across our healthcare organization. Responsibilities include ticket management, application support, vendor coordination, projects, integrations, documentation, and continuous service improvement.

The role supervises Service Center staff, represents IT in EOS Level 10 meetings with the virtual CIO and MSP, and requires balancing patient data