IT Product Manager

Lead and transform enterprise IT support operations across a large, multi-location retail healthcare environment, overseeing service desk, NOC/SOC, and clinical technology support teams.

Day-to-Day Responsibilities:

• Oversee end-to-end IT support operations across 900 locations
• Manage Service Desk, Clinical Technology Support, and offshore NOC/SOC teams
• Handle 300 daily tickets (incidents, service requests, problem & asset management)
• Establish and enforce SLAs, KPIs, and performance standards
• Drive AI integration within ITSM to reduce MTTR and improve first-contact resolution
• Develop and maintain SOPs for offshore teams
• Lead major incident communications and escalation management
• Identify automation opportunities to reduce ticket volume
• Participate in change and release management across legacy and cloud environments
• Manage vendor relationships and MSP performance
• Oversee procurement and budgeting for clinical technology equipment, Job Title: Workplace Coordinator Location-Type: Onsite (flex hybrid) - New York, NY Start Date Is: ASAP Duration: 6 Month Contract Compensation Range: $65-75/hr W2 Job Description: The Workplace Coordinator supports daily workplace operations, vendor c...

• 8 years leading IT operations/support teams (Service Desk, NOC/SOC)
• Experience managing both onshore and offshore teams
• Multi-location retail environment experience (50 locations required)
• Experience handling 300 tickets per day in high-volume environments
• Strong hands-on experience with enterprise ITSM tools (ServiceNow or Remedy Helix)
• Experience integrating AI/chatbots within ITSM workflows
• Knowledge of AWS or Azure cloud environments
• Experience with monitoring/observability tools (e.g., New Relic, Datadog)
• Strong SLA management and process improvement background
• Excellent communication and stakeholder management skills

• Nice-to-Haves:

• Healthcare or medical device support experience
• Experience in mid-sized ($1-2B revenue) organizations
• ITSM tool design/configuration experience
• Familiarity with HIPAA/HITECH, PCI DSS, and U.S. data privacy regulations
• Experience reducing ticket volume through automation initiatives