IT Regional Customer Support Manager

Billings Clinic•Billings, MT

About The Position

The IT Regional Customer Support Manager leads regional IT customer service, relationship management, and service delivery coordination across assigned hospitals, clinics, affiliate sites, and regional operations. The role is the primary connection between regional leadership and Information Technology, ensuring customer needs, operational risks, service issues, and technology priorities are understood, prioritized, and followed through to resolution. The manager maintains stakeholder relationships, coordinates cross-functional support, manages escalations, monitors service performance, and drives continuous improvement in the regional customer experience. The role 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 position provides leadership to assigned staff and partners with IT Operations, Service Desk, End User Support, Applications, Network, Telecommunications, Information Security, Clinical Informatics, enterprise project teams, and vendors. It supports standardized, reliable, customer-focused technology services that enable patient care, workforce productivity, operational continuity, and the health system’s strategic growth.

Requirements

Bachelor’s degree in information technology, business administration, healthcare administration, computer science, nursing, mathematics, science, or a related field, or an equivalent combination of education and relevant experience.
Five years of progressively responsible experience in information technology operations, customer service, service delivery, project or program coordination, or a related field.
Demonstrated leadership experience involving staff direction, coaching, service accountability, cross-functional coordination, or program management.
Valid driver’s license and eligibility to operate a vehicle in accordance with organizational policy.
Any required license or certification must be current and in good standing.

Nice To Haves

Experience supporting healthcare organizations, regional hospitals, clinics, affiliate relationships, or geographically dispersed operations.
Experience with IT service-management tools, customer relationship practices, reporting, service metrics, and Microsoft 365 applications.
ITIL, project management, service management, or related professional certification.
Equivalent combinations of education and experience relating to the listed tasks, knowledge, skills, and abilities will be considered.

Responsibilities

Serve 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.
Conduct leadership check-ins, site visits, rounding, and service reviews to understand priorities, communicate status, identify risks, and strengthen accountability.
Represent regional customer needs in IT leadership, governance, demand, project, and service-management discussions.
Build trust through responsive communication, ownership, professional follow-through, and clear escalation pathways.
Oversee the regional customer support experience from initial request through resolution, ensuring ownership, coordination, communication, and closure.
Monitor incidents, service requests, aging tickets, recurring issues, service-level performance, and leadership-visible concerns; intervene when progress or communication falls short of expectations.
Coordinate cross-functional resolution with IT teams, vendors, and operational leaders.
Lead communication and follow-up for urgent or high-impact incidents, including impact clarification, status updates, escalation, restoration coordination, and post-incident customer follow-up.
Provide day-to-day leadership, direction, coaching, workload prioritization, and performance management for assigned staff.
Participate in recruitment, onboarding, scheduling, mentoring, performance evaluations, corrective action, and staff development in partnership with IT leadership and Regional leadership.
Establish team expectations for responsiveness, documentation, customer service, professionalism, policy compliance, and timely escalation.
Align staff capacity and regional coverage with operational demand, project schedules, site priorities, and business continuity needs.
Coordinate regional involvement in technology projects, system changes, upgrades, implementations, and new-site integrations.
Partner with project leaders and technical teams to identify affected stakeholders, operational impacts, communication needs, training requirements, readiness risks, and post-go-live support.
Communicate outages, maintenance windows, process changes, and technology impacts in clear, audience-appropriate language.
Support change and release management by confirming regional readiness, tracking unresolved issues, and ensuring post-implementation follow-through.
Develop and review service measures, customer feedback, ticket trends, recurring incidents, escalation patterns, and regional support demands.
Identify service gaps, workflow barriers, and opportunities for standardization, automation, education, or process improvement.
Prepare updates for IT and regional leadership regarding service performance, risks, decisions, priorities, and corrective actions.
Ensure assigned work follows organizational policies, IT standards, privacy and security requirements, contract obligations, and service-management processes.
Support regional technology planning, budgeting, quotes, purchasing coordination, invoicing, licensing, contract-related workflows, and documentation as assigned.
Coordinate with vendors and internal teams to resolve service issues, clarify responsibilities, and support regional projects and renewals.
Assist regional leaders with processes for technology requests, demand intake, projects, equipment, access, and support services.
Model behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct, and service expectations.
Meet mandatory organizational and departmental requirements and maintain competency in applicable organizational, departmental, and outside-agency standards relating to the environment, employee and patient safety, or job performance.
Perform other duties as assigned or as needed to meet department or organizational needs.