About the Role:The Manager, IT Support Services is responsible for managing the Information Technology (IT) support team to ensure seamless technology operations that directly impact member care and organizational efficiency. This role involves resource management, and continuous improvement of IT support processes to meet the unique demands of health and social care environments. The Manager, IT Support Services will collaborate closely with clinical and administrative teams to align IT support services with organizational goals and compliance requirements. The Manager, IT Support Services will also be accountable for managing incident resolution, service requests, and maintaining high levels of user satisfaction across all healthcare IT systems. Ultimately, this role ensures that technology infrastructure and support services are reliable, secure, and responsive to the dynamic needs of internal and external stakeholders.
Minimum Qualifications:- Bachelor's degree in Information Technology, Computer Science, or a related field.
- At least 5 years of experience in IT support or service management, with a minimum of 3 years in a supervisory or managerial role.
- Proven experience working within the healthcare industry or supporting healthcare IT systems.
- Strong knowledge of healthcare regulations and standards, including HIPAA compliance.
- Excellent communication and interpersonal skills to effectively interact with technical teams and healthcare professionals.
- Relevant experience may substitute for educational requirement on a year-for-year basis.
Preferred Qualifications:- Master's degree in Information Technology, Health Informatics, or Business Administration.
- ITIL Foundation or higher certification in IT service management.
- Experience with electronic health record (EHR) systems and healthcare-specific software support.
- Demonstrated ability to lead change management initiatives in a healthcare IT environment.
Responsibilities:- Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
- Lead and manage the IT support team to deliver timely and effective technical assistance to internal and external stakeholders.
- Develop and implement IT support procedures, workflows and best practices tailored to health and social care operations and regulatory standards.
- Coordinate with clinical and administrative teams to understand their technology needs and provide appropriate support solutions.
- Manages incident tracking, problem resolution, and service request fulfillment to minimize downtime and maintain system availability.
- Monitor and report on key performance indicators (KPIs) related to IT support services, driving continuous improvement initiatives.
- Manage vendor relationships and contracts related to IT support tools and services to ensure cost-effectiveness and quality.
- Ensure compliance with healthcare regulations such as HIPAA in all IT support activities and data handling.
- Plan and execute training programs to enhance the technical skills and customer service capabilities of the IT support team.
- Perform other duties as assigned.
