IT Field Engineer Coordinator

Elysium Healthcare Limited; United States; Remote; USD 70,000 - 120,000; Full time

Benefits offered by this job

Competitive annual salary

£5,000 car allowance

33 days annual leave including bankhol

Career development and training

Ely-Vate rewards platform

Wellbeing support and activities

Blue Light Card discounts

Life Assurance

Stream wages access

24/7 GP service

Enhanced Maternity Package

Pension contribution

Onsite/local free parking

Job summary

Elysium Healthcare is seeking an IT Field Engineer Coordinator (North) to lead and support a team of Field Engineers across our northern region, ensuring reliable IT services for hospitals and services. You will mentor staff, resolve complex incidents, coordinate IT projects, and act as the principal escalation point for site leaders while balancing hands-on field work with leadership responsibilities.

This role requires strong customer focus, ITIL practices, and knowledge of healthcare IT

Qualifications

• Demonstrated leadership and mentoring experience in IT field teams.
• Strong knowledge of ITIL processes and incident management.
• Healthcare IT security awareness and HIPAA familiarity.
• Experience with Windows environments and Office 365 services.

Responsibilities

• Provide day-to-day IT support across designated sites, planning regular visits based on operational needs.
• Lead, mentor, and develop a team of Field Engineers, supporting performance and service excellence.
• Identify and resolve IT issues using ITSM data to improve service delivery.
• Build relationships with Regional Operations Directors, Hospital Directors, and site stakeholders.
• Escalate regional IT issues and manage incidents through to resolution.
• Support IT projects including site expansions, acquisitions, and technology deployments.
• Assist with IT planning, resource management, and service transition activities.
• Ensure incidents, requests, and outages are logged and resolved within SLAs.
• Coordinate third-party activities on site and manage hardware assets.
• Maintain knowledge of Elysium systems, applications, and technologies.
• Support network-connected systems including access control, CCTV, and printing.
• Provide coverage outside region for business continuity and holiday cover.

Skills

Leadership

Incident resolution

ITIL knowledge

Healthcare IT

Education

ITIL v4 Foundation

Microsoft Windows Certification

CompTIA Network+

HIPAA knowledge

Tools

Windows OS

Office 365

Job description

Are you an experienced IT professional with strong leadership skills and a passion for delivering excellent customer service? Join Elysium Healthcare as an IT Field Engineer Coordinator (North) to lead and support a team of IT Field Engineers, ensuring the delivery of high-quality IT services across our northern region. This is a fantastic opportunity to combine technical expertise with people leadership, acting as the key link between our sites, IT Service Delivery teams, and wider IT functions. You'll play a crucial role in ensuring our hospitals and services have the reliable technology and support they need to deliver outstanding care. As IT Field Engineer Coordinator, you will lead, mentor, and develop a team of Field Engineers, ensuring they provide responsive, professional, and customer-focused support across multiple locations. Alongside your leadership responsibilities, you will also provide hands‑on field engineering support to a number of designated sites, helping to resolve incidents, support technology improvements, and maintain critical IT infrastructure. You will act as the primary escalation point for Hospital Directors, site leadership teams, and key stakeholders, taking ownership of complex incidents and ensuring issues are resolved effectively and communicated clearly. Through regular site visits and close collaboration with operational teams, you will help identify opportunities to improve IT services, enhance user experience, and support business objectives. The role is critical to maintaining the performance and reliability of Elysium's IT services, including supporting hardware deployments, network setups, system configurations, and key clinical and business applications. You will coordinate resources, manage workflows, and ensure your team is equipped with the tools, training, and support required to deliver an exceptional service. Working closely with colleagues across IT, you will drive continuous improvement, monitor service performance, manage escalations through to resolution, and ensure high levels of customer satisfaction across the region. Your leadership will help minimise downtime, improve service reliability, strengthen security, and support the effective use of technology across our services.

Elysium Healthcare follows safer recruitment of staff for all appointments and is a Disability Confident employer, committed to inclusive and accessible recruitment. It is a requirement that all staff understand it is each person's individual responsibility to promote and safeguard the welfare of service users. All candidates will be subject to a DBS disclosure.

• Provide day‑to‑day IT support across designated sites, planning regular visits based on operational needs.
• Lead, mentor, and develop a team of Field Engineers, supporting performance, skills development, and service excellence.
• Proactively identify and resolve IT issues, using ITSM data to reduce incidents and improve service delivery.
• Build strong relationships with Regional Operations Directors, Hospital Directors, and site stakeholders.
• Act as the escalation point for regional IT issues, managing incidents through to resolution.
• Support IT projects, including site expansions, acquisitions, service improvements, and technology deployments.
• Assist with IT planning, resource management, and service transition activities.
• Ensure incidents, requests, and outages are logged, managed, and resolved within agreed service levels.
• Maintain compliance with IT change management processes and coordinate third‑party activities on site.
• Oversee the management and tracking of IT hardware assets.
• Maintain up‑to‑date knowledge of Elysium systems, applications, and technologies.
• Work with internal teams and suppliers to support network‑connected systems, including access control, CCTV, printing, and other site technologies.
• Provide support to sites outside of your region when required for business continuity and holiday cover., Supporting end point devices including PCs, Laptops, Tablets and Smartphones
• Configuring and supporting printer software and hardware
• Troubleshooting complex issues involving incident, problem and change management processes
• Liaising with key stakeholders at all levels including Directors
• Working within Cyber Security compliancy guidelines and practices
• Working with and managing 3rd party support relationships, ensuring suppliers are providing value for money
• Good understanding of IT service requirements within a Healthcare environment
• Strong working knowledge of windows operating systems and endpoint management
• Ability to use Microsoft Office 365 applications at an advanced level
• Understanding of IT networks and associated configurations (including LAN, WAN and Wireless)
• Ability to troubleshoot complex IT issues and problems
• Strong understanding and working knowledge of ITIL best practices and a focus on service improvements
• Strong leadership skills with ability to mentor and develop staff
• Ability to work well under pressure
• Knowledge of HIPAA regulations, data encryption, access control and IT security best practices in healthcare
• ITIL v4 Foundation
• Management or Leadership certification or associated qualification and/or experience
• Microsoft Windows Qualification or associated qualification
• CompTIA Network+ or associated qualification
• RITTech BCS Chartered Institute or associated qualification
• Experience
• Working within a complex Healthcare setting, support the delivery of Patient Care
• Managing a team providing IT support services and experience mentoring and developing staff
• Supporting IT services across a geographical environment
• Managing operational projects, including but not limited to end user compute refresh programmes

At Elysium Healthcare, we believe in taking care of the people who care for others, you'll enjoy a comprehensive benefits package designed to support your wellbeing, growth, and future:

• Competitive annual salary
• £5,000 car allowance
• The equivalent of 33 days annual leave (including bank holidays) - plus your birthday off and the option to buy additional annual leave, in our annual selection window.
• Career development and training to help you achieve your professional goals
• Access to our Rewards & Benefits platform Ely-Vate; Your one-stop destination for everyday savings, exclusive benefits, and wellbeing hub!
• Wellbeing support and activities to help you maintain a healthy work‑life balance
• Access to Blue Light Card, which provides a range of exclusive offers and discounts
• Life Assurance, for added peace of mind
• Stream - instant access to earned wages when you need it, plus access to save, directly from your wages, alongside financial wellbeing support.
• 24/7 GP service and second medical opinion, to ensure you are the best you can be
• Enhanced Maternity Package, so you can truly enjoy this special time
• Pension contribution, to help secure your future
• Onsite/local free parking