IT Service Center Manager

South Bend Medical Foundation; South Bend (IN); Sur place; USD 90 000 - 130 000; Plein temps

Résumé du poste

South Bend Medical Foundation is seeking an experienced IT Service Center Manager to lead internal technology support and elevate service delivery across our healthcare organization. Responsibilities include ticket management, application support, vendor coordination, projects, integrations, documentation, and continuous service improvement.

The role supervises Service Center staff, represents IT in EOS Level 10 meetings with the virtual CIO and MSP, and requires balancing patient data

Qualifications

• Bachelor’s degree in information systems, health IT, business, or a related field.
• 5+ years in IT service delivery, application support, technology operations, or project management.
• 2+ years of supervisory or team-lead experience.
• Experience managing an MSP and multiple software vendors.
• Experience with ticketing systems, vendor governance, project management, system integrations, and service-management practices.

Responsabilités

• Lead daily Service Center operations, including intake, triage, escalation, resolution, and communication with customers.
• Supervise, coach, train, and develop internal Service Center staff.
• Establish and monitor service measures like ticket volumes, response times, and backlogs.
• Represent IT operations in EOS Level 10 meetings and maintain scorecards and Rocks.
• Coordinate work with the virtual CIO and MSP while maintaining vendor oversight.
• Handle escalations and scope questions under the MSP agreement.
• Coordinate support for clinical and business applications and HL7, EHR interfaces.
• Lead technology projects from requirements through go-live and stabilization.
• Act as liaison among SBMF departments, vendors, MSP, and clients.
• Maintain procedures, knowledge articles, and continuity documentation.
• Analyze recurring issues and drive improvements in processes and config.
• Coordinate audits (HIPAA, SOC 2, etc.) and protect patient data.

Connaissances

Leadership

IT service delivery

Ticketing systems

Vendor management

Project management

System integrations

Documentation

Executive communication

Formation

Bachelor’s degree in information systems or related field

Outils

Ticketing systems

Vendor management tools

System integrations tooling

Description du poste

South Bend Medical Foundation (SBMF) is seeking an experienced IT Service Center Manager to lead our internal technology support operations and strengthen service delivery across our growing healthcare organization.

This highly visible role provides day-to-day leadership for the IT Service Center, including ticket management, application support, vendor coordination, technology projects, system integrations, documentation, and continuous service improvement. The manager will supervise internal Service Center staff, represent IT operations in EOS Level 10 meetings, and work closely with SBMF’s virtual CIO and managed service provider, Moser Consulting.

The ideal candidate is a service-focused technology leader who can translate operational needs into clear, accountable technical work. This position requires the ability to balance employee support, vendor performance, project execution, healthcare technology, and compliance while maintaining productive relationships across the organization.

Key Responsibilities

• Lead daily Service Center operations, including intake, triage, escalation, resolution, closure, coverage, and customer communication.
• Supervise, coach, train, and develop internal Service Center staff.
• Establish and monitor service measures such as ticket volume, response and resolution times, backlogs, and recurring issues.
• Represent IT operations in EOS Level 10 meetings and maintain related scorecards, issues, priorities, and quarterly Rocks.
• Coordinate operational work with SBMF’s virtual CIO and Moser Consulting while maintaining independent vendor oversight.
• Manage service escalations, scope questions, performance concerns, and follow-through under the managed service provider agreement.
• Coordinate support for clinical and business applications, including LigoLab, Concentriq, ChartPro/eChart, Rx, Blood Bank systems, and enterprise reporting.
• Coordinate integrations involving HL7, Redox, IHIE, Seacoast, State Cancer Reporting, NetSuite, hospital EHRs, and external partners.
• Lead technology projects from requirements and planning through testing, implementation, go-live, and stabilization.
• Serve as a liaison among SBMF departments, product owners, software vendors, Moser Consulting, and external clients.
• Maintain support procedures, knowledge articles, ownership records, escalation paths, vendor information, and continuity documentation.
• Analyze recurring issues and implement improvements in processes, training, documentation, and system configuration.
• Coordinate evidence, remediation, and follow-up for HIPAA, AABB, SOC 2, and other applicable audits.
• Protect patient information and other confidential or sensitive data.

About South Bend Medical Foundation

Founded in 1912, South Bend Medical Foundation is an independent, not-for-profit healthcare organization providing pathology and blood services throughout northern Indiana and southern Michigan. For more than a century, we have remained committed to delivering exceptional service, advancing healthcare quality, and improving the health of the communities we serve.

At SBMF, We Are Guided By Our RISE Values

Respect – We value others, honor diverse perspectives, and embrace our differences.

Innovation – We lean into change, recognizing that healthcare is constantly evolving and creativity is essential.

Stewardship – We practice social and fiscal responsibility in everything we do.

Excellence – We deliver accurate, timely service and clear communication to our clients, community, and one another.

Our vision is to be a nationally recognized, not-for-profit organization through investment in quality, technology, and community.

Requirements

• Bachelor’s degree in information systems, health information technology, business, or a related field, or an equivalent combination of education and experience.
• At least five years of progressive experience in IT service delivery, application support, technology operations, or project management.
• At least two years of supervisory or team-lead experience.
• Experience managing a managed service provider and multiple software vendors.
• Experience with ticketing systems, vendor governance, project management, system integrations, and service-management practices.
• Strong leadership, analytical, organizational, documentation, and vendor-management skills.
• Ability to manage competing priorities and drive work through completion.
• Ability to communicate effectively with executives, physicians, employees, operational leaders, technical resources, and vendors.
• Ability to maintain independent vendor oversight while building productive working relationships.
• Ability to work primarily onsite in South Bend, Indiana.
• Availability for occasional travel and additional hours or on-call support during implementations, major service events, or urgent escalations.

Preferred Qualifications

• Experience in healthcare, clinical laboratory, pathology, or blood bank operations.
• Working knowledge of HL7 interfaces and EHR connectivity.
• ITIL, PMP, CAPM, or comparable service-management or project-management training.