Information Technology Service Manager (Hospital)

firstPRO US; Springfield (MA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible Hours

PTO

Health, Dental & Vision Insurance

Job summary

firstPRO US is seeking a Hospital Account Owner to lead managed services delivery for assigned hospital and health system accounts. You will oversee IT Field Services and Help Desk, manage executive relationships, and drive account health and project delivery.

In this role you will coordinate staffing, scheduling, escalations, and 24/7 coverage, while partnering with sales and operations to optimize service quality and cost. Strong leadership and healthcare IT experience are essential.

Qualifications

• 5+ years in IT managed services or healthcare IT with client-facing management.
• Experience in hospital/health system environments.
• Strong knowledge of Help Desk operations, SLA management, and ITSM platforms such as Jira, ServiceNow, or Talkdesk.

Responsibilities

• Account Relationship Management: Serve as primary contact and accountability for assigned hospital MSP accounts and build executive relationships.
• IT Field Services & Help Desk Operations: Oversee staffing, coverage, on-call rotation, and SLA performance.
• Project Oversight: Lead account-based projects, coordinate resources and timelines, and ensure minimal disruption to clinical operations.

Skills

Client-facing

Leadership

Executive communication

Problem solving

24/7 operations

Tools

Jira

ServiceNow

Talkdesk

Job description

The Hospital Account Owner serves as the primary point of accountability for our managed services delivery within assigned hospital and health system accounts. This role oversees the full client experience, including IT Field Services and Help Desk operations, executive relationship management, account health, staffing and scheduling, escalations, and account-based projects. The ideal candidate is an independent, client-focused decision-maker who brings urgency, professionalism, and operational discipline to a complex, high-availability healthcare environment.

Qualifications and Skills

Qualified candidates should bring the following experience, skills, and capabilities:

Required Qualifications

5+ years of experience in IT managed services, healthcare IT, or a related field, including client-facing account management responsibility.

Experience supporting or working within a hospital or health system environment.

Strong knowledge of Help Desk operations, IT Field Services delivery, SLAs, and ITSM platforms such as Jira, ServiceNow, Talkdesk, or equivalent tools.

Proven ability to manage teams, scheduling, service coverage, escalations, and operational decisions in a 24/7 environment.

Strong executive communication and presentation skills, with the ability to interact professionally with hospital leaders, clinical stakeholders, and technical teams.

Ability to make sound, independent decisions under pressure and in ambiguous situations.

Preferred Qualifications

• ITIL Foundation certification or equivalent service management training.
• Experience with Erlang C modeling, workforce management, or capacity planning for Help Desk teams.
• Familiarity with clinical environments, HIPAA requirements, and healthcare-specific IT compliance standards.
• Background in telecom, DAS/5G infrastructure, or endpoint device management in healthcare settings.
• Project management experience (PMP or equivalent) in a healthcare or enterprise IT context.

Responsibilities

Account Relationship Management

• Serve as the primary point of contact and accountability for assigned hospital MSP accounts.
• Build trusted relationships with hospital executives, IT leaders, department directors, and clinical stakeholders.
• Lead business reviews and stakeholder updates on performance, initiatives, risks, and account health.
• Partner with sales and operations to identify expansion opportunities and resolve risks before escalation.

IT Field Services & Help Desk Operations

• Oversee IT Field Services and Help Desk delivery, ensuring staffing, coverage, and service windows meet commitments.
• Manage technician scheduling, shift coverage, on-call rotation, and workload balancing across account locations.
• Monitor SLA performance, including incident response, resolution times, and first-call resolution.
• Serve as the on-call escalation point for critical alerts, major incidents, and after-hours service events.
• Maintain readiness across supported endpoints, printers, mobile devices, AV systems, and clinical technology.
• Own service failures, critical incidents, and client-facing issues through resolution.
• Lead post-incident reviews, root cause analysis, and corrective action plans.
• Coordinate with internal teams, vendors, and hospital IT counterparts to resolve complex issues.
• Communicate status, timelines, and corrective actions clearly to hospital and leadership.

Project Oversight

• Lead account-based projects, including technology refreshes, implementations, upgrades, and workflow improvements.
• Coordinate resources, timelines, deliverables, and stakeholder updates in alignment with hospital priorities.
• Ensure project work minimizes disruption to clinical operations and follows change management requirements.
• Partner with Operations on budgeting, resource planning, forecasting, and contract performance.
• Track labor utilization, overtime, vendor costs, service metrics, and account-level trends.
• Identify operational efficiencies and cost improvements while maintaining service quality.
• Maintain accurate ITSM records in Jira, ServiceNow, or equivalent platforms.
• Provide daily direction, coaching, and performance oversight to assigned Help Desk and Field Services staff.
• Partner with HR and Operations on hiring, onboarding, performance management, and corrective action.
• Build a culture of accountability, professionalism, and client-first service delivery.
• Identify training and development needs and support staff growth.

Flexible Hours

PTO

Paid Health, Dental and Vision Insurance