Information Tchnology Services Manager

Creative Financial Staffing, LLC; Springfield (MA); On-site; USD 135,000 - 165,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Flexible hours

PTO

Job summary

Creative Financial Staffing, LLC seeks an Information Technology Services Manager in Springfield, MA to own hospital client relationships and lead Help Desk and IT Field Services in a healthcare environment. You will partner with hospital executives and IT leadership, manage staffing, SLAs, incidents, and service delivery 24/7, plus budgets and resource planning.

Requires 5+ years in Managed Services or Healthcare IT; ITIL or PMP is a plus.

Qualifications

• Experience leading managed services or healthcare IT operations.
• Proven ability to manage customer relationships and lead in a client-facing leadership role.
• Strong understanding of Help Desk operations and ITSM platforms.

Responsibilities

• Serve as the primary contact for assigned hospital managed services accounts.
• Build and maintain relationships with hospital executives, IT leaders, and clinical stakeholders.
• Lead business reviews and provide updates on account performance, initiatives, risks, and service health.

Skills

Executive comms

Client relationships

Service management

Help Desk leadership

SLA management

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Jira

Talkdesk

Job description

Job Title: Information Technology Services Manager

Location: Springfield, MA

Salary: $150,000+ per year

Why take the Information Technology Services Manager?

• Serve as the primary owner of key hospital and health system client relationships.
• Lead both Help Desk and IT Field Services operations in a highly visible healthcare environment.
• Partner directly with hospital executives, IT leadership, and clinical stakeholders.
• Own client satisfaction, operational performance, escalations, and strategic initiatives.
• Highly autonomous role with significant decision-making authority and leadership responsibility.
• Opportunity to drive service improvements, operational excellence, and account growth.
• Join a collaborative organization that values innovation, accountability, and professional development.
• Competitive compensation, strong benefits, and a team-oriented culture.

What will the Information Technology Services Manager do?

• 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.

What does the organization need an Information Technology Services Provider?

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

Benefits

• Competitive Salary
• Flexible Hours
• PTO
• Paid Health, Dental & Vision Insurance
• 401(k) with Company Match
• Collaborative and Team-Oriented Work Environment