Hospital IT Account Owner

Location: Western Massachusetts / Springfield Area
Work Environment: Primarily On-Site

Position Overview

We are seeking an experienced Healthcare IT Account Owner to oversee managed IT services within a large hospital environment in Western Massachusetts. This individual will have overall responsibility for the client relationship, service delivery, operational performance, staffing, escalations, and technology initiatives associated with the account.

This is a highly visible, client-facing leadership role requiring someone who can operate independently, develop strong relationships with hospital leadership, and make effective decisions in a complex, high-availability healthcare environment.

The position is primarily on-site and requires consistent presence at hospital locations. The Service Delivery Manager must also be available for executive meetings, critical escalations, occasional after-hours incident response, and on-call coverage.

Key Responsibilities

Client & Account Management

• Serve as the primary point of contact and accountability for the hospital account.
• Develop trusted relationships with hospital executives, IT leadership, department directors, clinical stakeholders, and technical teams.
• Lead business reviews and stakeholder meetings covering service performance, account health, upcoming initiatives, risks, and priorities.
• Proactively identify service issues and account risks and drive them to resolution.
• Partner with internal leadership to identify opportunities to improve or expand services.

IT Field Services & Help Desk Operations

• Oversee Help Desk and IT Field Services delivery across the hospital environment.
• Ensure staffing levels, service coverage, and operating hours meet contractual and operational requirements.
• Manage technician scheduling, shift coverage, on-call rotations, and workload balancing.
• Monitor key service metrics and SLAs, including incident response, resolution times, and first-call resolution.
• Serve as an escalation point for critical incidents, major service disruptions, and after-hours events.
• Help ensure operational readiness across endpoints, printers, mobile devices, AV systems, and other supported clinical technologies.

Incident & Escalation Management

• Take ownership of critical incidents, service failures, and client-facing issues through resolution.
• Coordinate internal technical teams, vendors, and hospital IT resources during complex incidents.
• Lead post-incident reviews, root cause analysis, and corrective-action planning.
• Provide clear and timely communication regarding incident status, expected resolution, risks, and corrective actions.

Project & Initiative Oversight

• Oversee account-level technology projects including implementations, upgrades, technology refreshes, and workflow improvements.
• Coordinate project resources, timelines, deliverables, dependencies, and stakeholder communication.
• Ensure technology initiatives are executed with minimal disruption to clinical operations.
• Support appropriate change-management processes within the hospital environment.

Financial & Operational Management

• Participate in budgeting, forecasting, resource planning, and overall account performance management.
• Monitor labor utilization, overtime, vendor expenses, service metrics, and operational trends.
• Identify opportunities to improve efficiency and control costs without compromising service quality.
• Ensure accurate documentation and activity tracking within ITSM platforms.

Team Leadership

• Provide day-to-day leadership, direction, and coaching to Help Desk and Field Services personnel.
• Support hiring, onboarding, performance management, and employee development.
• Establish clear expectations around accountability, professionalism, responsiveness, and client service.
• Identify training and development opportunities for team members.

Required Qualifications

• 5+ years of experience in IT managed services, healthcare IT, IT service delivery, or a related environment with significant client-facing responsibility.
• Previous experience working in or supporting a hospital or health system environment.
• Strong understanding of Help Desk operations, IT Field Services, SLAs, and IT service management.
• Experience with ITSM and service platforms such as ServiceNow, Jira, Talkdesk, or comparable technologies.
• Demonstrated experience managing teams, staffing, scheduling, service coverage, and escalations within a 24/7 environment.
• Strong executive-level communication and presentation skills.
• Ability to work effectively with hospital executives, clinical stakeholders, IT leadership, technical teams, and vendors.
• Strong judgment and the ability to make independent decisions in high-pressure or ambiguous situations.

Preferred Qualifications

• ITIL Foundation certification or comparable IT service-management training.
• Experience with workforce management, capacity planning, or Erlang C modeling for Help Desk environments.
• Knowledge of HIPAA and healthcare IT compliance requirements.
• Experience with telecom, DAS/5G infrastructure, endpoint management, or related hospital technologies.
• Project management experience within healthcare or enterprise IT; PMP or similar certification is a plus.

Benefits

• Competitive salary
• Flexible hours
• Paid time off
• Health, dental, and vision insurance
• Matching 401(k)
• Collaborative, team-oriented work environment

This is an excellent opportunity for an experienced healthcare IT leader who enjoys taking ownership of a complex hospital environment and combining client relationship management, IT service delivery, operational leadership, and team management.