IT Regional Customer Support Manager

Billings Clinic; Billings (MT); On-site; USD 90,000 - 120,000; Full time

Job summary

Billings Clinic is seeking an IT Regional Customer Support Manager to lead regional IT customer service, strengthen stakeholder relationships, and coordinate service delivery across hospitals, clinics, and affiliate sites.

You will translate complex technical issues into business language, manage escalations, and drive improvements in the regional customer experience while partnering with IT Operations, Service Desk, End User Support, Applications, Network, and Security teams.

Qualifications

• Experience in IT service delivery and customer-focused support is preferred.
• Strong leadership and people management skills.
• Excellent communication with stakeholders at all levels.

Responsibilities

• Lead regional IT customer service and service delivery coordination across hospitals, clinics, and affiliate sites.
• Maintain regular contact with executives and department stakeholders to understand priorities and communicate status.
• Oversee incident and escalation management, ensure timely resolution and customer satisfaction.

Job description

You’ll want to join Billings Clinic for our outstanding quality of care, exciting environment, interesting cases from a vast geography, advanced technology and educational opportunities. We are in the top 1% of hospitals internationally for receiving Magnet® Recognition consecutively since 2006.

And you’ll want to stay at Billings Clinic for the amazing teamwork, caring atmosphere, and a culture that values kindness, safety and courage. This is an incredible place to learn and grow. Billings, Montana, is a friendly, college community in the Rocky Mountains with great schools and abundant family activities. Amazing outdoor recreation is just minutes from home. Four seasons of sunshine!

You can make a difference here.

About Us

Billings Clinic is a community-owned, not-for-profit, Physician-led health system based in Billings with more than 4,700 employees, including over 550 physicians and non-physician providers. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital. Learn more about Billings Clinic (our organization, history, mission, leadership and regional locations) and how we are recognized nationally for our exceptional quality.

Your Benefits

We provide a comprehensive and competitive benefits package to all full- and part-time employees (minimum of 20 hours/week), including Medical, Dental, Vision, 403(b) Retirement Plan with employer matching, Defined Contribution Pension Plan, Paid Time Off, employee wellness program, and much more. Click here for more information or download the Employee Benefits Guide .

Magnet: Commitment to Nursing Excellence

Billings Clinic is proud to be recognized for nursing excellence as aMagnet®-designated organization, joining only 97 other organizations worldwide that have achieved this honor four times. The re-designation process happens every four years. Click here to learn more!

Pre-Employment Requirements

All new employees must complete several pre-employment requirements prior to starting. Click here to learn more!

IT Regional Customer Support Manager

PMO / OPERATIONS - 100.8732 (BILLINGS CLINIC HOSPITAL)

req13132

Shift: Day

Employment Status: Full-Time (.75 or greater)

Hours per Pay Period: 1.00 = 80 hours every two weeks (Exempt)

Starting Wage DOE

The IT Regional Customer Service Manager leads regional IT customer service, relationship management, and service delivery coordination across assigned hospitals, clinics, affiliate sites, and regional operations. The manager serves as the primary connection between regional leadership and Information Technology, ensuring that customer needs, operational risks, service issues, and technology priorities are clearly understood, appropriately prioritized, and followed through to resolution. This position is accountable for maintaining strong stakeholder relationships, coordinating cross-functional support, managing escalations, monitoring service performance, and driving continuous improvement in the regional customer experience. The manager translates technical issues and changes into clear business language, advocates for regional needs, and ensures consistent communication before, during, and after incidents, projects, system changes, and technology deployments. The role provides leadership to assigned staff and partners closely with IT Operations, Service Desk, End User Support, Applications, Network, Telecommunications, Information Security, Clinical Informatics, enterprise project teams, and vendors. The manager supports standardized, reliable, and customer-focused technology services that enable patient care, workforce productivity, operational continuity, and the strategic growth of the health system.

Essential Job Functions

• Customer Relationship and Regional Leadership
  Serves as the primary IT relationship and customer service leader for assigned regional and affiliate sites, maintaining regular contact with executives, operational leaders, providers, and department stakeholders.
  Conducts scheduled leadership check-ins, site visits, rounding, and service reviews to understand priorities, communicate status, identify risks, and strengthen accountability.
  Represents regional customer needs in IT leadership, governance, demand, project, and service-management discussions.
  Builds trust through responsive communication, visible ownership, professional follow-through, and clear escalation pathways.
• Service Delivery and Escalation Management
  Oversees the regional customer support experience from initial request through resolution, ensuring ownership, coordination, communication, and closure.
  Monitors incidents, service requests, aging tickets, recurring issues, service-level performance, and leadership-visible concerns; intervenes when progress or communication does not meet expectations.
  Coordinates cross-functional resolution involving IT Operations, Service Desk, End User Support, Applications, Network, Telecommunications, Security, vendors, and operational leaders.
  Leads communication and follow-up for urgent or high-impact incidents, including impact clarification, status updates, escalation, restoration coordination, and post-incident customer follow-up.
• People Leadership and Operational Management
  Provides day-to-day leadership, direction, coaching, workload prioritization, and performance management for assigned staff.
  Participates in recruitment, onboarding, scheduling, mentoring, performance evaluations, corrective action, and staff development in partnership with IT leadership and Regional .
  Establishes team expectations for responsiveness, documentation, customer service, professionalism, policy compliance, and timely escalation.
  Aligns staff capacity and