Hospital IT Account Manager

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

Location: Boston, MA (Greater Boston Area) | Schedule: Full-time, primarily on-site | Compensation: Not specified

Overview

A large healthcare environment in the Greater Boston area is seeking an experienced Hospital IT Account Owner to lead managed IT services delivery. This highly visible, client-facing leadership role serves as the primary point of accountability for the account, overseeing client relationships, service delivery, staffing, escalations, and technology initiatives in a complex, high-availability hospital setting.

What you'll do

• Serve as the primary point of contact and accountability for the hospital account
• Develop trusted relationships with hospital executives, IT leadership, department directors, clinical stakeholders, and technical teams
• Lead business reviews and stakeholder meetings covering service performance, account health, initiatives, risks, and priorities
• Proactively identify and resolve service issues and account risks
• Collaborate with internal leadership to identify opportunities to expand or improve services
• Oversee Help Desk and IT Field Services delivery across the hospital environment
• Ensure staffing levels, service coverage, and operating hours meet contractual and operational requirements
• Manage technician scheduling, shift coverage, on-call rotations, and workload balancing
• Monitor key service metrics and SLAs, including incident response, resolution times, and first-call resolution
• Serve as an escalation point for critical incidents, major service disruptions, and after-hours events
• Help ensure operational readiness across endpoints, printers, mobile devices, AV systems, and other supported clinical technologies
• Take ownership of critical incidents, service failures, and client-facing issues through resolution
• Coordinate internal technical teams, vendors, and hospital IT resources during complex incidents
• Lead post-incident reviews, root cause analysis, and corrective-action planning
• Provide clear and timely communication regarding incident status, expected resolution, risks, and corrective actions
• Oversee account-level technology projects including implementations, upgrades, technology refreshes, and workflow improvements
• Coordinate project resources, timelines, deliverables, dependencies, and stakeholder communication
• Ensure technology initiatives are executed with minimal disruption to clinical operations
• Support appropriate change-management processes within the hospital environment
• Participate in budgeting, forecasting, resource planning, and overall account performance management
• Monitor labor utilization, overtime, vendor expenses, service metrics, and operational trends
• Identify opportunities to improve efficiency and control costs without compromising service quality
• Ensure accurate documentation and activity tracking within ITSM platforms
• Provide day-to-day leadership, direction, and coaching to Help Desk and Field Services personnel
• Support hiring, onboarding, performance management, and employee development
• Establish clear expectations around accountability, professionalism, responsiveness, and client service
• Identify training and development opportunities for team members

Required qualifications

• 5+ years of experience in IT managed services, healthcare IT, IT service delivery, or a related environment with significant client-facing responsibility
• Previous experience working in or supporting a hospital or health system environment
• Strong understanding of Help Desk operations, IT Field Services, SLAs, and IT service management
• Experience with ITSM and service platforms such as ServiceNow, Jira, Talkdesk, or similar technologies
• Demonstrated experience managing teams, staffing, scheduling, service coverage, and escalations within a 24/7 environment
• Strong executive-level communication and presentation skills
• Ability to work effectively with hospital executives, clinical stakeholders, IT leadership, technical teams, and vendors
• Strong judgment and the ability to make independent decisions in high-pressure or ambiguous situations

Preferred qualifications

• ITIL Foundation certification or comparable IT service-management training
• Experience with workforce management, capacity planning, or Erlang C modeling for Help Desk environments
• Knowledge of HIPAA and healthcare IT compliance requirements
• Experience with telecom, DAS/5G infrastructure, endpoint management, or related hospital technologies
• Project management experience within healthcare or enterprise IT; PMP or similar certification is a plus

Compensation and benefits

• Competitive salary
• Flexible hours
• Paid time off
• Health, dental, and vision insurance
• Matching 401(k)
• Collaborative, team-oriented work environment

Why this role

This is an excellent opportunity for an experienced healthcare IT service-delivery leader who enjoys owning a complex client environment and balancing executive relationship management, technical service delivery, team leadership, and operational accountability.