Senior Manager, IT Service Delivery - Field...

The Sr. Manager, IT Field Operations manages a national team of onsite IT resources at ITSM practices, handling escalations from the Service Desk, coordinating onsite field support, supplemental field support vendor management, and partnering with key stakeholders to advance IT projects and initiatives. As a technical leader overseeing both individual contributors and people managers, this resource will help ensure our onsite and field support teams operate at a high level and consistently advance the broader goals of our IT Support Model. The role will be 80% people management and 20% hands on technical. It will be managing a team of 20 resources located at various practices as Site Managers and Tier 2 support. Travel will be heavier up front as you get acclimated with the team.

• Reports to Director, IT Service Delivery; adhering to all Service Delivery processes and procedures.

• Supervise day-to-day performance of onsite practice IT Support resources, providing guidance, coaching, and support to drive accountability and excellence.

• Act as the primary escalation point for complex IT issues requiring onsite intervention, collaborating closely with the Service Desk team.

• Consistently keeps the customer experience at the center of process creation, team leadership, and day-to-day operations.

• Manage third-party vendor relationships to supplement onsite support where needed, including contract negotiation and performance monitoring.

• Coordinate with the end user computing team to ensure onsite resource cooperation in desktop lifecycle management schedules and standards.

• Work with vCIO and other stakeholders to align onsite activities with Practice IT roadmaps and organizational objectives.

• Establish and monitor KPIs and SLAs for field operations, consistently seeking improvements in service delivery and process efficiency.

• Develop, implement, and enforce policies and procedures for onsite IT support and incident management that address practice nuances, while still following larger service delivery processes.

• Ensure physical installation, configuration, and troubleshooting of physical technologies devices and various IT hardware at each location.

• Oversee onboarding and offboarding processes for onsite IT staff, including training, performance assessments, and career development.

• Maintain effective communication channels between the field team, internal IT leadership, and practice stakeholders.

• Ensure compliance with security, privacy, and regulatory requirements for IT operations in the field.

• Coordinate logistics for IT equipment shipments, moves, and installations as practices open, close, or relocate.

• Drive a culture of customer service, continuous improvement, and operational excellence within the field team.

• Other duties as assigned to help drive our mission of improving the lives of everyone living with cancer.

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field; or equivalent experience.

• 5+ years of experience in IT support, field operations, or related management roles, preferably in a healthcare or multi-site environment.

• Experience managing remote teams of 10 people or more

• Based in CST or EST

• Experience managing onsite and remote IT teams, as well as third-party vendors or contractors.

• Strong technical knowledge of end-user computing hardware, desktop operating systems, networking basics, and ITSM practices.

• Familiarity with desktop refresh projects, lifecycle management, and asset tracking.

Willingness to travel as needed to support practices and team members nationwide, up to 30%.

• Strong leadership and people management skills, with experience directing distributed or remote teams.

• Proven ability to prioritize, delegate, and manage multiple projects and competing deadlines.

• Excellent problem-solving and troubleshooting abilities, particularly in high-pressure situations.

• Effective communicator, able to build strong relationships with technical teams, vendors, and non-technical stakeholders.

• Demonstrated customer service orientation with a commitment to delivering quality results.

• Analytical and data-driven mindset to identify trends and opportunities for improvement.

• Strong organizational and administrative skills, with attention to detail and follow-through.

Ability to adapt to a dynamic, fast-paced environment and champion change. · Understanding of HIPAA, security, and compliance requirements in a healthcare setting is a plus.

• ITIL, CompTIA, or other relevant certifications preferred.