Manager Field Services

RWJBarnabas Health•Oceanport, NJ

42d

About The Position

Reporting to the Regional Field Service Director of IT Service Management, The Field Service Manager handles leading and coordinating Field Service Analysts across assigned sites or regions. This role ensures exceptional customer support, operational excellence, and alignment with IT Service Management ITSM practices. The manager drives performance, fosters accountability, and partners closely with other IT teams to deliver reliable technology that supports patient care and business operations.

Requirements

Bachelor s degree in Information Technology, Computer Science, or related field or equivalent experience
7+ years of IT service delivery experience, including 2+ years in a leadership or supervisory role
Excellent communication, relationship-building, and problem-solving skills
Valid NJ Driver s License
Experience with VDI/IGEL/Imprivata implementation and support
Communication and collaboration tools: Experience working Microsoft 365 suite Teams, SharePoint, Outlook, Excel, PowerPoint
ServiceNow: Experience working with ServiceNow for incident, requests, trend data, and issue tracking
Endpoint management: Experience working with endpoint management systems
Mobile Device Management: Experience working with a mobile device management platform
Hardware: Laptops, Desktops, Thin Clients, and Peripherals
Network Basics: Switches, routers, and wireless access points

Nice To Haves

IT leadership or project management experience implementing information systems and/or large-scale and complex enterprise-wide initiatives

Responsibilities

Lead, coach, and develop Field Service Analysts to deliver consistent, high-quality support across all assigned sites
Build a culture of accountability, collaboration, and continuous improvement aligned with RWJBH values and ASPIRE principles.
Foster engagement, professional growth, and cross-training within and across IT disciplines.
Partner with the Field Services Director to define performance goals, staffing needs, and succession planning.
Collaborate with the IT Division to find areas for improvement and implement processes and procedures to support the IT Division
Model professional, prompt communication and acknowledging requests, emails, and Teams messages promptly
Ensure transparency and follow-through on all inquiries and escalations
Lead daily Field Service Huddles to improve communication, teamwork, and advocacy for the Field Services staff
Promote a no-surprise culture where partners and team members are kept informed of progress and next steps
Oversee daily IT field operations including incident resolution, hardware lifecycle management, and technology deployments
Ensure adherence to ITSM processes incident, request, change, and asset management
Ensures adheres to ITAM process and policy
Ensures adheres to all policies and procedures for managing offline assets
Maintain operational readiness and continuity for clinical systems, workstations, and devices
Drive service quality and response metrics, finding trends and implementing corrective actions
Implement and oversee par levels for critical IT equipment and supplies
Serve as a trusted IT partner to clinical, administrative, and support departments
Communicate proactively with hospital leadership, ensuring transparency and collaboration on technology initiatives
Translate technical issues into business impact and prioritize accordingly
Ensure all access, provisioning, and device management aligns with RWJBH security policies and regulatory requirements
Knowledge of specific security and data protection policies HIPAA, PII, etc.
Partner with IT Security to manage risk and support audit readiness
Champion safe practices and awareness throughout the field services organization
Support infrastructure modernization, hardware refreshes, and new technology deployments
Promote standardization and simplification of processes and tools to enhance agility and reduce downtime
Partner with Engineering, Clinical Informatics, and Epic teams to implement technology that enhances care delis
Maintain exact inventory, documentation, and lifecycle plans for all supported assets