Hospital IT Account Manager

Software Placement Group, SPG; Springfield (MA); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Competitive salary

Flexible hours

Paid time off

Health, dental, and vision insurance

Matching 401(k)

Collaborative team environment

Job summary

Software Placement Group is seeking a Healthcare IT Account Owner to lead IT service delivery for a major hospital in Western Massachusetts. You will own client relationships, drive service performance, manage staffing, and coordinate executive reviews and incident response in a high-availability healthcare environment.

In this role, you will oversee Help Desk and Field Services, ensure coverage and operating hours, collaborate with vendors, and lead post-incident reviews.

Qualifications

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

Responsibilities

• Serve as the primary point of contact and accountability for the hospital account
• Develop trusted relationships with hospital executives, IT leadership, and clinical stakeholders
• Lead business reviews and stakeholder meetings on service performance and priorities
• Identify and drive resolution for service issues and account risks
• Oversee Help Desk and IT Field Services delivery across the hospital environment
• Manage staffing, shift coverage, and on-call rotations to meet contracts and operations
• Monitor SLAs and incident metrics and communicate status and risks

Skills

IT service delivery

Healthcare IT

Client-facing leadership

Executive communication

Staffing and scheduling

Tools

ServiceNow

Jira

Talkdesk

Job description

Location: Springfield, MA (Western Massachusetts) | Schedule: Full-time, primarily on-site

Overview

A managed IT services provider is seeking an experienced Healthcare IT Account Owner to lead delivery of IT services within a large hospital environment in Western Massachusetts. This is a highly visible, client-facing leadership role responsible for the client relationship, service delivery, staffing, escalations, and technology initiatives supporting a complex, high-availability healthcare 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 service issues and account risks and drive them to resolution
• Partner with internal leadership to identify opportunities to improve or expand 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 comparable 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 leader who enjoys taking ownership of a complex hospital environment and combining client relationship management, IT service delivery, operational leadership, and team management.