Senior Technical Services Manager

This is a fully onsite position located in Conway, Arkansas.

PURPOSE

This position leads IT Managed Services within the Technical Services organization as a player/coach - responsible for both managing the team and contributing hands-on at a senior systems engineering level. Management responsibilities include overseeing and executing strategic division initiatives, managing team staffing and schedules, helping the team prioritize daily workload, and serving as the escalation point for complex issue resolution. When needed, this role actively participates in the delivery of technical work - applying foundational senior systems engineering skills to design, implement, and support the environment alongside the team, and modeling the standard of quality and professionalism expected of the group.

RESPONSIBILITIES

- Lead, coach, and develop multidisciplinary Technical Operations, Network Engineering, and
Systems Engineering teams supporting a 24x7 healthcare environment.

- Lead, coach, and develop multidisciplinary Technical Operations, Network Engineering, and
Systems Engineering teams supporting a 24x7 healthcare environment.

- Ensure the availability, performance, security, and supportability of network, server, cloud,
identity, endpoint, Microsoft 365, backup, and related infrastructure services.

- Participate in major incident response, prioritize patient-care and business-continuity impacts,
communicate with client leadership and ensure root cause identification and remediations are
completed.

- Oversee incident, problem, change, request, configuration, capacity, patching, vulnerability
remediation, and lifecycle management practices.

- Partner with the client CIO and IS Director, and clinical, business, security, privacy, compliance,
application, and vendor stakeholders to translate priorities into actionable plans.

- Manage service levels, operational reporting, contractual commitments, risks, escalations, and continual improvement plans.

- Develop and execute infrastructure roadmaps, refreshes, migrations, resilience improvements,
asset controls, budgets, and vendor performance plans.

- Coordinate production changes, maintenance windows, on-call coverage, documentation, and
contingency planning to minimize disruption to critical healthcare operations.

MINIMUM SKILLS, EDUCATION AND EXPERIENCE

- Preferred education: Bachelor's Degree.

- 10 + total years of progressively responsible leadership roles relating to technical services in the
managed services or consulting industry.

- Strong background in ITIL and Knowledge Management processes,preferably with a focus on
Change management.

- Experience andproficiencywith information technology initiatives and has "been there, done that"
experience.

- Demonstrated strength in analytical thinking, problem-solving, and IT quality management.

- Excellent organizational,verbaland written communication skills

- Thoroughly and accurately understand issues and analyze the problem in a systemic fashion.

- Experience working ona managedservices or outsourced team is preferable.

Starting Compensation Range: $100,000 per year

The salary for this position is commensurate with experience, skills, and qualifications. The range is intended to reflect our commitment to attracting top talent, and the final offer will be based on factors including, but not limited to, the candidate's previous experience, expertise in the field, relevant certifications, and the specific requirements of the role. In addition, internal equity, market trends, and geographic location may also influence the final salary.

PHYSICAL DEMANDS

Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 50 lbs, such as laptop, server equipment, and if needed, commuting to the work site to meet with client(s)