Manager, IT Services

LifePoint Health • Brentwood, TN

255d • Onsite

About The Position

As a member of the Health Support Center (HSC) team, you'll work collaboratively with a great group of people to serve Lifepoint's diversified healthcare delivery network of hospitals and care sites across the nation. We know that providing high-quality care depends on our ability to find, keep and empower creative and determined people who share in our commitment to our mission: Making communities healthier.

Requirements

• Proficiency in Windows and Mac operating systems administration
• Experience with mobile device management platforms (MDM)
• Knowledge of network troubleshooting and infrastructure components
• Proficiency in Microsoft 365 administration and support
• Familiarity with remote desktop software and VPN technologies
• Understanding of endpoint security solutions and practices
• Experience with ticketing and IT service management platforms, particularly ServiceNow
• Knowledge of audio/visual equipment setup and troubleshooting
• Ability to configure and troubleshoot various hardware peripherals
• Understanding of cloud services and SaaS applications
• Knowledge of CMDB principles and best practices
• Experience with incident management and major outage coordination

Nice To Haves

• Bachelor's degree in Computer Science, Information Technology, or related field
• 5+ years of experience in IT support roles, with at least 2 years in a leadership position
• Experience supporting both in-office and remote workforce environments
• Healthcare industry experience preferred
• Experience with Microsoft 365 administration, Windows and Mac operating systems, and mobile device management
• Familiarity with healthcare compliance requirements (HIPAA)
• Demonstrated experience in implementing and improving IT service delivery processes
• Previous experience providing executive-level technical support
• Experience with ServiceNow administration and CMDB management
• Track record of successfully managing major IT incidents and outages

Responsibilities

• Manage a team of Technical Analysts, including hiring, training, mentoring, and performance management
• Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) for the IT support function
• Oversee ticket management processes and ensure timely resolution of technical issues
• Coordinate white glove support services for executive leadership
• Establish and maintain IT service standards, processes, and documentation
• Plan and manage IT support budgets and resource allocation
• Lead continuous improvement initiatives for IT service delivery
• Collaborate with other IT teams to ensure seamless integration of services
• Conduct regular team meetings and foster a culture of knowledge sharing
• Generate regular reports on support metrics and service performance
• Manage the escalation process for all IT tickets, ensuring appropriate routing and timely resolution
• Assist other IT teams with ticket routing and coordination of cross-functional support
• Oversee the maintenance and accuracy of Configuration Management Database (CMDB) entries and ServiceNow forms
• Develop and distribute IT communications regarding planned and unplanned outages and changes
• Lead incident management during major outages, including coordinating communication to business stakeholders and organizing bridge calls with necessary technical teams to restore services

Benefits

• Competitive pay based on the market, role, skill set and experience
• Growth opportunities and succession planning
• Insurance including medical, eye, prescription, life insurance, and more
• Collaborative work environment
• Paid time off for eligible employees
• Employee Assistance Program (EAP) providing counseling and relationship support, legal services, financial services and more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Hospitals
• Education Level: Bachelor's degree