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IT Service Center Manager

South Bend Medical Foundation IncSouth Bend, Indiana🇺🇸United States

Quick overview

SeniorityMid Senior
Employment typeFull Time
Work modeHybrid
LocationSouth Bend, Indiana, United States
SOC 2ComplianceHIPAATriageVendor ManagementProject Management

Job description

Lead internal IT service center operations, supervise support staff, manage vendors and escalations, and coordinate application support, system integrations, and technology projects. Monitor service performance, improve support processes, maintain documentation, and coordinate audit evidence and remediation while protecting sensitive healthcare information.

Responsibilities

  • Lead daily service center operations, including ticket intake, triage, escalation, resolution, and customer communication.
  • Supervise, coach, train, and develop service center staff.
  • Monitor ticket volume, response and resolution times, backlogs, and recurring issues.
  • Coordinate application support, system integrations, technology projects, vendors, and managed service provider work.
  • Maintain support procedures, knowledge articles, ownership records, escalation paths, and continuity documentation.
  • Coordinate audit evidence and remediation for HIPAA, AABB, SOC 2, and other applicable audits.

Required Skills

  • IT service desk operations
  • Ticket management
  • Application support
  • Vendor management
  • Service-level monitoring
  • Healthcare information systems
  • HL7 integrations
  • Technology project management
  • IT documentation
  • Audit and compliance coordination

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