Regional IT Manager - Local Hybrid Opportunity

The South Bend Clinic • South Bend, IN

4d • Hybrid

About The Position

Overview
Department: IT
Location: Hybrid - Office Location: 211 N Eddy Street, South Bend, IN 46617
-Travel to local satellite locations when needed.Hours: Monday-Friday: 8:00 am-5:00 pm
Join Our Team at The South Bend Clinic!
At The South Bend Clinic, we strive for excellence—not just good enough. Every day, our dedicated team shows up inspired to exceed expectations, recognizing and celebrating the remarkable in everyone we encounter—inside and outside our workplace.
We’re more than a healthcare provider; we’re a partner in helping people live happier, healthier lives. We seek team members who share our relentless passion and pride for making a meaningful impact. We invest in your personal and professional growth, empowering you to fulfill your purpose and leave your mark.
Why Choose The South Bend Clinic?
We’re committed to supporting our team members in every aspect of their lives with holistic benefits designed to help you thrive:
Financial Wellness:
Daily Pay: Access your earned wages when you need them.
Tuition Reimbursement: Up to $5,250 per year to support your education.
401(k) Match: Plan for your future with our competitive matching program.
3-Year Vesting: Achieve full ownership of your retirement contributions in just three years.
Health & Well-Being:
Comprehensive medical and prescription coverage, including 100% coverage (after deductible) when using a Duly provider.
Pet Health Coverage: Because your furry friends matter too.
Work-Life Balance:
Paid Volunteer Time: 40 hours of paid time off annually to give back to your community.
Parental Leave: 12 weeks of 100% paid parental leave, plus adoption and surrogacy financial benefits for non-physician team members.
Inclusive Culture:
A workplace that prioritizes Diversity, Equity, and Inclusion (DEI) and is dedicated to making a positive Social Impact.
Responsibilities
Regional IT Leadership & Operations
· Serve as the day-to-day operational leader for regional IT support across assigned remote medical facilities.
· Act as the local IT leader on-site, regularly visiting all assigned medical facilities to ensure that technology standards, builds, and configurations are aligned with corporate expectations.
· Validate that site builds (network, wireless, endpoints, peripherals, and workflows) meet defined standards and identify gaps or deviations.
· Drive continuous improvement by identifying opportunities to enhance stability, performance, security, and user experience at each location.
· Provide direct people management for regional technologists, including coaching, performance management, scheduling, prioritization, and professional development.
· Establish consistent operational rhythms, standards, and expectations to create structure, repeatability, and reliability in support delivery.
· Ensure technology services are stable, responsive, and aligned with clinical and business needs.
· Serve as the day-to-day operational leader for regional IT support across assigned remote medical facilities.
· Provide direct people management for regional technologists, including coaching, performance management, scheduling, prioritization, and professional development.
· Establish consistent operational rhythms, standards, and expectations to create structure, repeatability, and reliability in support delivery.
· Ensure technology services are stable, responsive, and aligned with clinical and business needs.
Executive & Leadership Engagement
· Act as the first point of contact for executive and senior leadership outreach, concerns, and escalations related to regional IT services.
· Professionally facilitate issues, complaints, and service challenges, ensuring stakeholders feel heard, respected, and supported.
· Own escalations from intake through resolution, including communication, coordination, and follow-up.
· Escalate appropriately to corporate IT leadership when needed, with clear context, impact, and recommended actions.
Coordination with Corporate IT
· Serve as the regional liaison to corporate IT teams, ensuring alignment on initiatives, standards, security, and technology roadmaps.
· Coordinate regional participation in enterprise initiatives, upgrades, rollouts, and remediation efforts.
· Advocate for regional needs while reinforcing corporate standards, governance, and priorities.
· Ensure timely communication and execution of corporate-driven initiatives within the region.
Service Delivery & Customer Experience
· Drive improvements in customer service, response times, communication, and overall stakeholder satisfaction.
· Ensure issues are triaged effectively, prioritized appropriately, and resolved within defined service expectations.
· Identify recurring issues or systemic gaps and partner with corporate teams to implement corrective actions.
· Promote a culture of ownership, accountability, and service excellence within the regional team.
Team Development & Culture
· Rebuild trust and engagement within a team that has operated without dedicated leadership.
· Establish clear roles, responsibilities, and expectations for each team member.
· Create regular communication cadences (1:1s, team meetings, reporting) to ensure alignment and transparency.
· Coach technologists on professionalism, customer interaction, escalation handling, and documentation.
Reporting & Continuous Improvement
· Track and report on key operational metrics such as ticket volume, response times, resolution trends, and recurring issues.
· Provide regular updates to IT leadership on regional performance, risks, and improvement opportunities.
· Proactively identify opportunities to improve stability, efficiency, and user experience across supported facilities.
Technology Environment & Tools
The Regional Support Lead will oversee and coordinate support across a diverse enterprise technology environment, including but not limited to:
· Zendesk (ITSM): Incident, request, problem, and escalation management; service metrics and reporting
· Microsoft 365: Outlook, Teams, SharePoint, OneDrive, and end-user productivity tools
· Microsoft Teams Calling: Voice services, devices, call quality issues, and coordination with telecom partners
· Microsoft Azure: Identity (Entra ID), virtual desktops, core infrastructure services, and cloud-based applications
· Cisco Networking: LAN/WAN, switches, routing, wireless, and site connectivity
· Call Center Technologies: Clinical and operational call flows, endpoint support, and coordination with enterprise call center platforms
· Epic (EHR): End-user device and access support coordination in a clinical environment (application owned by Epic teams)
· Printers & Peripherals: Clinical and administrative printing, badge printers, scanners, and specialty devices
· Wireless Infrastructure: Clinic-wide Wi-Fi stability, performance, and device connectivity

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 6+ years of progressive IT support or operations experience, including leadership or supervisory responsibility.
• Proven experience managing distributed or regional support teams.
• Strong background in end-user support, incident management, and operational IT service delivery.
• Demonstrated ability to interact confidently and professionally with executives, physicians, and senior leaders.
• Excellent communication, facilitation, and conflict-resolution skills.
• Strong sense of ownership with the ability to drive issues to resolution in complex environments.

Responsibilities

• Serve as the day-to-day operational leader for regional IT support across assigned remote medical facilities.
• Act as the local IT leader on-site, regularly visiting all assigned medical facilities to ensure that technology standards, builds, and configurations are aligned with corporate expectations.
• Validate that site builds (network, wireless, endpoints, peripherals, and workflows) meet defined standards and identify gaps or deviations.
• Drive continuous improvement by identifying opportunities to enhance stability, performance, security, and user experience at each location.
• Provide direct people management for regional technologists, including coaching, performance management, scheduling, prioritization, and professional development.
• Establish consistent operational rhythms, standards, and expectations to create structure, repeatability, and reliability in support delivery.
• Ensure technology services are stable, responsive, and aligned with clinical and business needs.
• Act as the first point of contact for executive and senior leadership outreach, concerns, and escalations related to regional IT services.
• Professionally facilitate issues, complaints, and service challenges, ensuring stakeholders feel heard, respected, and supported.
• Own escalations from intake through resolution, including communication, coordination, and follow-up.
• Escalate appropriately to corporate IT leadership when needed, with clear context, impact, and recommended actions.
• Serve as the regional liaison to corporate IT teams, ensuring alignment on initiatives, standards, security, and technology roadmaps.
• Coordinate regional participation in enterprise initiatives, upgrades, rollouts, and remediation efforts.
• Advocate for regional needs while reinforcing corporate standards, governance, and priorities.
• Ensure timely communication and execution of corporate-driven initiatives within the region.
• Drive improvements in customer service, response times, communication, and overall stakeholder satisfaction.
• Ensure issues are triaged effectively, prioritized appropriately, and resolved within defined service expectations.
• Identify recurring issues or systemic gaps and partner with corporate teams to implement corrective actions.
• Promote a culture of ownership, accountability, and service excellence within the regional team.
• Rebuild trust and engagement within a team that has operated without dedicated leadership.
• Establish clear roles, responsibilities, and expectations for each team member.
• Create regular communication cadences (1:1s, team meetings, reporting) to ensure alignment and transparency.
• Coach technologists on professionalism, customer interaction, escalation handling, and documentation.
• Track and report on key operational metrics such as ticket volume, response times, resolution trends, and recurring issues.
• Provide regular updates to IT leadership on regional performance, risks, and improvement opportunities.
• Proactively identify opportunities to improve stability, efficiency, and user experience across supported facilities.

Benefits

• Daily Pay: Access your earned wages when you need them.
• Tuition Reimbursement: Up to $5,250 per year to support your education.
• 401(k) Match: Plan for your future with our competitive matching program.
• 3-Year Vesting: Achieve full ownership of your retirement contributions in just three years.
• Comprehensive medical and prescription coverage, including 100% coverage (after deductible) when using a Duly provider.
• Pet Health Coverage: Because your furry friends matter too.
• Paid Volunteer Time: 40 hours of paid time off annually to give back to your community.
• Parental Leave: 12 weeks of 100% paid parental leave, plus adoption and surrogacy financial benefits for non-physician team members.
• A workplace that prioritizes Diversity, Equity, and Inclusion (DEI) and is dedicated to making a positive Social Impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager