Manager of Customer IT Services (Hybrid - New Haven, CT)

Clinical Health Network For Transformation • New Haven, CT

12d • $82,000 - $122,500 • Hybrid

About The Position

The Clinical Health Network for Transformation (CHN) aims to support Planned Parenthood's mission of providing high-quality, affordable care. CHN is a collaboration of Planned Parenthood affiliates nationwide. This role is for a Manager of Customer Information Technology (IT) Services who will provide management support to a designated customer within the CHN framework. Reporting to the CHN Senior Director of Customer IT Services, the position is responsible for delivering a comprehensive range of IT services, focusing on customer satisfaction and operational efficiency. The Manager will offer direct, hands-on technical support and collaborate with the CHN IT team to address customer-specific needs. This role involves partnering with leadership at both CHN and the client, as well as the CHN Customer Success team, to maintain a current understanding of the customer's business requirements. The Manager will also act as a liaison with key vendors, ensuring adherence to IT standards across vendor ecosystems, and monitoring vendor performance against expectations. This position is process- and data-driven, tasked with redesigning and operationalizing workflows for improved efficiency. The Manager will oversee the customer's IT project portfolio, contribute to new initiatives, and lead or share responsibility for assigned resources. They will exercise strong judgment, set priorities, and make decisions balancing operational needs, service standards, and strategic goals. This is a hybrid position requiring optimized travel to customer sites, with availability for required travel upon approval.

Requirements

• Bachelor’s degree in Computer Science, a related field, or equivalent experience
• Minimum of 5 years of experience of progressive responsibility in an Information Technology setting
• Experience in financial modeling and budgeting
• Broad technical experience commensurate with a hands-on technical expertise, stepping through the ranks to management and leadership
• Ability to build relationships with stakeholders, including staff and external partners
• Prior experience working as a Service Desk support specialist
• Professional written and verbal communications skills
• Proven ability to assess the criticality of problems and prioritize based on importance and urgency
• Ability to lead in the event of emergencies
• Demonstrated experience with remote troubleshooting in a multi-state/multi-location environment
• Ability to maintain high workload throughput
• Extensive experience with an enterprise-level ticketing system
• Ability to work independently and with professional discretion
• Excellent problem-solving skills
• Moderate travel to designated affiliate locations
• Demonstrated dedication to Planned Parenthood’s mission, vision, and values
• Willingness to travel in accordance with the needs of the position. Compliance with all CHN travel policies, including safety guidelines while operating a personal vehicle
• Commitment to advancing race(+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
• Strong sense of accountability to equitable practices
• Understanding of the impact of identity dynamics on organizational culture
• Commitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standards

Nice To Haves

• Relevant Microsoft certifications, CompTIA, and ITIL certification
• Proven experience partnering with internal and external stakeholders to develop near‑term and forward‑looking technology recommendations that improve operational efficiency and customer satisfaction
• Healthcare IT experience supporting clinical, administrative, or multi‑site healthcare operations, with an understanding of regulated environments and mission‑driven service delivery

Responsibilities

• Collaborate with CHN and Affiliate leadership to optimize the financial performance of the designated customer by aligning services with CHN’s standard offerings and architecture, and by evaluating and streamlining legacy services as appropriate.
• Develop and maintain a detailed portfolio of applications and plans for each, with a focus on optimization and alignment with CHN standards and services.
• Champion CHN’s architecture, policies, procedures, and security standards. Lead and participate, as assigned by CHN, in customer technology projects.
• Remain current on relevant technologies required to understand customer and CHN operations. Hands-on technical experience is required to provide basic support services and engineering-level projects.
• Participate in assigned optimization workgroups to evolve global CHN services with respect to the customer’s business requirements.
• Attend internal CHN and customer meetings, as assigned.
• Manage/co-manage other misc. customer resources, as assigned by CHN.
• Manage program for the customer’s technology inventory in partnership with CHN.
• Delegates tasks to service desk employees effectively and actively participates in creating standard procedures to drive efficiency and excellence in service desk operations.
• Provides technical support for critical issues that cannot be resolved by service desk employees.
• Provide technical evaluation and recommendations for customer’s physical security systems, including but not limited to access control, video surveillance, and intrusion detection systems.
• Sets protocol for critical and high priority IT issues including communication strategy and expectations, on-call schedule, war room expectations, and postmortem analysis.
• In conjunction with CHN IT leadership, establishes routine KPI reports and creates protocol to share with internal and external stakeholders.
• Uses quantitative and qualitative data to assess trends and diagnose root causes to improve service delivery, and to demonstrate evidence of performance improvement and service delivery to identified stakeholders.
• Support identity and access management activities, including periodic access reviews and audit readiness for critical systems.
• Support EHR-related activities with an emphasis on security, access controls, and compliance.
• Support Security Risk Assessment of remediation activities and coordinate follow-up actions with CHN IT teams.
• Practices exemplary customer service skills and provides staff with real-time coaching and feedback to improve customer experience.
• Creates and promotes a culture of process and standards-based continuous improvement.
• Demonstrates a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community.
• Ensure compliance with all CHN policies, standards, information security requirements, and applicable state and federal regulations.
• Demonstrates a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems.
• Provides positive and development feedback and accountability related to practices including, but not limited to, equity.

Benefits

• Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire
• Flexible Spending Accounts and Health Savings Account
• Short-Term Disability and Basic Life & AD&D Insurance provided by CHN
• Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost
• Employee Assistance Program
• Retirement Plan, 3% employer match after one year of service
• Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree