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IT Service Manager


Job Description

Job purpose/summary

This role will also be responsible for the stability of the applications and maintain the corporate goals of system up-time. This role will encompass requirements gathering and subsequent rollouts of solutions designed to improve and support business operations within the organization. This role will contribute to the business by maintaining health industry awareness and working closely with leaders to deliver world-class technologies and analytics.

Duties and responsibilities

The ideal candidate will be responsible for:

  • Leading IT to network leadership and input into application systems and cybersecurity projects including the planning, provision, and support of the IT infrastructure
  • Performing all personnel management functions required to develop and maintain a qualified and motivated staff, including the definition and establishment of IT, team, and individual objectives
  • Providing timely, consistent, and comprehensive application support to assigned business areas and other applications, including troubleshooting user issues
  • Running a cross-functional team to support product managers and product development to run their products
  • Providing senior-level support for systems and network security, investigation of network failures, system performance, disaster recovery, and overall IT through various mediums and platforms during critical situations
  • Providing hands-on desktop support for office personnel and remote site staff, troubleshooting systems and applications to identify and resolving operational difficulties
  • Preparing long and short-range plans for application selection, systems development, and acquisition of the resources needed to support them
  • Assisting and training IT computer operators staff relating to changes in procedures, methodologies, problem resolution techniques, and ongoing support
  • Assuming primary responsibility for the management of infrastructure, applications programming and software support staff and computing resources


The ideal candidate will demonstrate competencies in the following areas:

  • Determining short, immediate, and long-term information, security, and disaster recovery needs, & developing strategies & tactics to support the business needs
  • Planning, designing, implementation, and upkeep of systems, which includes support procedures that maximize availability and productivity of critical information systems
  • Making an active effort to ensure there is strong, effective communication from the management team with the staff about how and why decisions are made at the local and system level
  • Ensuring overall responsibility for technology in the business including security methods and tools
  • Using organizational management skills and established company practices for optimizing productivity through following and improving upon the established IT operational processes
  • Providing technical consulting on how to best maximize the system based on performance measures to include but not limited to reservations, scheduling, dispatch, and reporting
  • IT Business Management
  • IT Infrastructure Management
  • Information Technology Management
  • IT Financial Management
  • IT Operations Management
  • IT Management
  • IT Service Management
  • Process Management
  • IT Asset Management
  • Business Process Integration
  • IT Project Management
  • Time Management
  • Quality Management System
  • IT Change Management
  • Business Process Improvement

Tools and Technologies

  • Web-based software
  • Embedded services
  • Microsoft Windows Server
  • Microsoft Exchange Server
  • Microsoft SQL Server
  • Microsoft Applications
  • Microsoft Access
  • Microsoft Windows Server 2012
  • Microsoft Operating Systems
  • Microsoft Servers
  • Microsoft Technologies
  • SQL Server Integration Services
  • Microsoft Windows
  • Microsoft Deployment Toolkit
  • Microsoft Project
  • Microsoft Windows XP
  • Microsoft Active Directory

Reporting relationship

To be completed by the user of this job description as appropriate

Direct reports (if appropriate)

To be completed by the user of this job description as appropriate



To be completed by the user of this job description as appropriate


To be completed by the user of this job description as appropriate

Other relevant qualifications

To be completed by the user of this job description as appropriate

Key Attributes

To be completed by the user of this job description as appropriate


To be completed by the user of this job description as appropriate

Working conditions (if required)

If the job requires a person to work in special working conditions this should be stated in the job description. Special working conditions cover a range of circumstances from regular evening and weekend work, shift work, working outdoors, working with challenging clients, and so forth.

Physical requirements (if appropriate)

If the job is physically demanding, this should be stated in the job description. A physically demanding job is one where the incumbent is required to stand for extended periods, lift heavy objects regularly, do repetitive tasks with few breaks, and so forth.