Healthcare IT Services Manager - Client Relations & Ops

CFS; Springfield (MA); On-site; USD 135,000 - 165,000; Full time

Benefits offered by this job

Competitive Salary

Flexible Hours

PTO

Paid Health, Dental & Vision Insurance

401(k) with Company Match

Collaborative and Team-Oriented Work

Job summary

CFS is seeking an Information Technology Services Manager in Springfield, MA to lead hospital managed services accounts, including Help Desk and IT Field Services. You will build executive relationships and oversee service delivery, staffing, and project execution.

You will drive initiatives, staffing decisions, and budget planning in a 24/7 healthcare IT environment, ensuring HIPAA compliance and high client satisfaction. This is a leadership role with substantial autonomy and impact.

Qualifications

• 5+ years of experience in Managed Services, Healthcare IT, or related technology.
• Experience managing client relationships 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.

Responsibilities

• 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.

Job description

CFS is seeking an Information Technology Services Manager in Springfield, MA to lead hospital managed services accounts, including Help Desk and IT Field Services. You will build executive relationships and oversee service delivery, staffing, and project execution.

You will drive initiatives, staffing decisions, and budget planning in a 24/7 healthcare IT environment, ensuring HIPAA compliance and high client satisfaction. This is a leadership role with substantial autonomy and impact.