Senior Manager, Technical Services

What You’ll Do

As the Senior Manager, Technical Services, you will support and oversee all operational functions of the IT Technical Services team. Your primary responsibilities include ensuring all operational services meet business expectations, balancing resource capacity against business demand, and prioritizing work assignments based on organizational goals. You will serve as the accountable leader overseeing all service delivery functions, ensuring the service lines are meeting business expectations, running efficiently, continually identifying areas for process improvement, enhancing the end-user experience, and aligning with budget expectations.

Additionally, you will manage individual team members' performance, provide mentorship, support professional development, and serve as the principal representative and escalation point for the service line.

Reporting to the VP of IT Infrastructure, you will bring years of experience as a people manager and systems thinker. You will also embody a strong set of technical competencies, backed up by experience, to assume complete operational ownership and accountability for the IT technical services function. In addition, you will:

Operational Responsibilities

• Create a systematic approach to supporting the organization's transformation goals, processes, and technologies.
• Manage the corporate budget in service areas of accountability to ensure products and services are monitored and managed against budget expectations and in support of expansion and contraction of the organizational workforce.
• Manage all service delivery functions, ensuring the service lines meet business expectations, running efficiently, continually identifying areas for process improvement, enhancing the end-user experience.
• Oversee the preparation of technical training material and documentation to support Imagine Pediatrics team members.
• Participate in meetings to provide technical information / updates that support increasing team member knowledge and the use of Imagine Pediatrics technologies.
• Monitor the incident and request ticket queues for the assigned Technical Services team members, ensuring incidents and requests are distributed evenly and appropriately across the team members based on skills sets. Ensure incidents and requests are responded to within agreed to timelines and prioritization.
• Continually evaluate and improve products, services, processes, etc. through incremental and breakthrough improvements. Stay abreast of new trends and technologies that may offer better solutions in alignment with improving the end-user experience.
• Provide after-hours assistance as needed or via an On-Call after-hours pre-defined schedule.
• Perform other duties as assigned.

Leadership Responsibilities

• Lead, manage, and direct the work efforts and assignments for Technical Services Engineers.
• Provide one-on-one mentorship, professional development, and career advancement support to ensure team members are building skills that support their job expectations and the overall success of the business.
• Provide leadership to inspire the team through significant changes such as vision creation, inspiring others, mobilizing support, facilitating adoption, and agile decision-making.
• Drive cross-functional collaboration and identify areas of potential or existing conflict. When conflict occurs, evaluate, prioritize, and communicate shared or perceived issues to the appropriate internal and external partners.
• Practice empathy, demonstrate self-awareness, and modify approach based on the audience.
• Other duties as assigned.

What You Bring How You Qualify

First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support, they deserve.

• A minimum total of 10+ years of experience serving in an Information technology services department.
• 8+ years of experience as a people manager.
• Advanced skills in innovative thinking, collaboration, emotional intelligence, critical thinking, continuous improvement, and corporate strategy.
• Extensive experience and knowledge of healthcare practice and security standards such as HIPAA, HITECH, and HITRUST and how these regulations govern the work performed by the technical services team.
• Excellent written and verbal communication skills with a passion to assist Imagine Pediatrics team members in times of need.
• Excellent customer service skills and a unique ability to engage the customer with empathy and care.
• Excellent analytical and problem-solving skills and experience solving complex technical problems and defining and implementing resolutions.
• Ability to manage multiple priorities and demands daily and ability to appropriately delegate and assign work based on resource capacity and resource proficiency.
• Able to work with users at all levels of technical skills and abilities.
• Advanced level understanding of computer hardware, operating systems, and software, including Microsoft Office and Windows.
• Expert level knowledge of Windows 10 tablets and Apple iOS system is essential.
• Advanced level knowledge and extensive experience administering software tools in the following areas:
• Device Management and Security Compliance
  • Examples: MS InTune, JAMF, MS conditional access policies, Autpilot software deployment and compliance, end point security patching.
• Communications
  • Examples: Microsoft O365 products, Talkdesk (call center technologies)
• Incident and Request Ticketing
  • Examples: Jira, ServiceNow
• Cellular Services (cell phone management systems – MDM)
  • Examples: MS Intune, Airwatch
• Hardware and Operating System Support
  • Examples: Lenovo, Dell, Mac, Windows, iOS, MAC OS
• Video Conferencing
  • Examples: MS Teams, Zoom, Owl, Polycom
• Process Management
  • Examples: Confluence, ClickUp

What We Offer (Benefits + Perks)

The role offers a base salary range of $110,000 - $140,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.

We provide these additional benefits and perks:

• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer