IT Service Manager

Medclinicx; Austin (TX); On-site; USD 90,000 - 150,000; Full time

Job summary

Med Clinic X is a healthcare technology company delivering secure digital health solutions for US healthcare providers. We seek an IT Service Manager to oversee service delivery, incident response, and system reliability across healthcare SaaS platforms.

You will coordinate with engineering, DevOps, support, and client teams to maintain operational excellence and HIPAA-compliant service levels. Join a mission to deliver stable technology services for daily patient care.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• Experience in IT service management or IT support operations.
• Strong understanding of ITIL frameworks.
• Experience managing technical support or ticketing teams.
• Ability to lead teams in high-pressure outage environments.

Responsibilities

• Oversee end-to-end IT service delivery and operations.
• Manage incident, problem, and change management processes.
• Ensure system uptime and service reliability controls.
• Define and enforce IT service delivery standards.

Skills

ITIL Framework

Incident Management

Service Delivery

Team Leadership

SaaS/Healthcare IT

Education

Bachelor's degree in IT/CS or related

Tools

ServiceNow

Jira

Monitoring Dashboards

Job description

Med Clinic X is a healthcare technology company building secure, scalable, and reliable digital health solutions for healthcare organizations across the United States.

We develop healthcare SaaS platforms, AI-driven healthcare systems, patient portals, telemedicine solutions, automation workflows, and enterprise digital health systems that support modern clinical and operational workflows.

Our mission is to deliver stable, high-quality technology services that healthcare organizations can depend on every day.

Job Overview

We are seeking an IT Service Manager to oversee IT service delivery, support operations, and system reliability across healthcare SaaS and digital health platforms.

In this role, you will manage incident response, service performance, support workflows, and IT operations to ensure consistent and high-quality service delivery. You will collaborate with engineering, DevOps, support, and client teams to maintain operational excellence across Med Clinic X platforms.

Responsibilities

IT Service Management

• Manage end-to-end IT service delivery and operations.
• Oversee incident, problem, and change management processes.
• Ensure system uptime and service reliability controls.
• Define and enforce IT service delivery standards.

Healthcare SaaS Support Operations

• Support healthcare SaaS platforms and portal systems.
• Manage service tickets and escalation support workflows.
• Ensure timely resolution of clinical technical issues.
• Maintain high service quality for medical providers.

Incident & Problem Management

• Lead incident response, triages, and resolution paths.
• Identify root causes of recurring platform lockouts.
• Implement preventative measures and support optimizations.
• Coordinate with engineering teams for hotfixes.

Performance & Reporting

• Monitor service performance levels and ticket KPIs.
• Generate service reports for executive stakeholders.
• Track SLAs and ensure HIPAA compliance guidelines.
• Improve operations using dashboard analytics data.

Qualifications

Required

• Bachelor’s degree in IT, Computer Science, or related field.
• Experience in IT service management or IT support operations.
• Strong understanding of service frameworks (ITIL preferred).
• Experience managing technical support or ticketing teams.
• Ability to lead teams in high-pressure outage environments.

Preferred

• Experience in US healthcare or healthcare SaaS environments.
• Familiarity with HIPAA compliance and healthcare IT systems.
• Experience managing enterprise-scale service environments.
• Knowledge of cloud operations, DevOps, and alert tooling.
• ITIL certification (Foundation or higher).

Why Join Med Clinic X?

At Med Clinic X, you will ensure the reliability of healthcare technology that supports real patients and providers. You will:

• Manage IT services for US healthcare organizations
• Improve system reliability and support operations
• Work with engineering and DevOps teams
• Contribute to healthcare operational excellence

Technical Core

ITIL Service Management Incident, Problem & Change ITSM Tools (ServiceNow/Jira) SLA Tracking & Reporting Cloud & Telemetry Basics ITIL Expert / Leader Certs

Systems You Will Work With

Oversee operations, incident routing flows, and support queues stability for client clinics.

Clinical Support Systems

Coordinate support teams handling diagnostics, patient vitals, and billing ticket escalations.

Manage user authentication incident pipelines and portal login downtime mitigation.

EHR/EMR Connected Systems

Monitor system-to-system sync logs, connection alerts, and API bridge errors.

Audit real-time signaling errors and WebRTC connection logs to identify chronic platform bugs.

AI Healthcare Applications

Optimize support ticket automation scripts, alerting logic, and operations telemetry rules.