Manager, IT Services Position Available In Williamson, Tennessee

Manager, IT Services Brentwood, Tennessee Apply
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Overview
Success Profile
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Responsibilities
Benefits Success within a company doesn’t just happen. It requires committed teams of talented people who understand and embrace an organization’s goals and work together at the highest level to achieve them. As a member of the Health Support Center (HSC) team, you’ll work collaboratively with a great group of people to serve Lifepoint’s diversified healthcare delivery network of hospitals and care sites across the nation. We know that providing high-quality care depends on our ability to find, keep and empower creative and determined people who share in our commitment to our mission: Making communities healthier.

Job Type:

Remote:

No
Success Profile What do you need to be successful at Lifepoint Health? Here are the top traits we’re looking for: Analytical
Compassionate
Problem-solver
Collaborative
Goal-oriented
Thoughtful “I have been with Lifepoint for 3 years and have been fortunate to grow within this great company. I feel valued, I work with amazing colleagues, and I enjoy coming to work every day!” Mike
Manager, HITS Information Security
Benefits
Competitive pay We offer competitive pay for all employees based on the market, role, skill set and experience. Growth opportunities and succession planning Our succession planning initiatives identify an internal bench of top talent and offer development opportunities to prepare them to fill crucial roles in the organization as they become available. Insurance (for eligible employees) We’re committed to you and your family feeling supported and secure

• our benefits include medical, eye, prescription, life insurance, and more. Collaborative work environment We know that providing high-quality care depends on our ability to find, keep and empower creative and determined people who work together to advance our mission
• making communities healthier.

Paid time off (for eligible employees) At Lifepoint, we believe in a strong work-life balance and offer competitive paid time off. Employee Assistance Program (EAP) As a Lifepoint employee, you and your family will have access to counseling and relationship support, legal services, financial services and more. Manager, IT Services Brentwood, Tennessee Job

ID 301634

Date posted 04/21/2025

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ESSENTIAL FUNCTIONS

Manage a team of Technical Analysts, including hiring, training, mentoring, and performance management
Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) for the IT support function
Oversee ticket management processes and ensure timely resolution of technical issues
Coordinate white glove support services for executive leadership
Establish and maintain IT service standards, processes, and documentation
Plan and manage IT support budgets and resource allocation
Lead continuous improvement initiatives for IT service delivery
Collaborate with other IT teams to ensure seamless integration of services
Conduct regular team meetings and foster a culture of knowledge sharing
Generate regular reports on support metrics and service performance
Manage the escalation process for all IT tickets, ensuring appropriate routing and timely resolution
Assist other IT teams with ticket routing and coordination of cross-functional support
Oversee the maintenance and accuracy of Configuration Management Database (CMDB) entries and ServiceNow forms
Develop and distribute IT communications regarding planned and unplanned outages and changes
Lead incident management during major outages, including coordinating communication to business stakeholders and organizing bridge calls with necessary technical teams to restore services

KNOWLEDGE, SKILLS & ABILITIES

The requirements listed below are representative of the knowledge, skills and/or abilities required.

TECHNICAL SKILLS

Proficiency in Windows and Mac operating systems administration
Experience with mobile device management platforms (MDM)
Knowledge of network troubleshooting and infrastructure components
Proficiency in Microsoft 365 administration and support
Familiarity with remote desktop software and VPN technologies
Understanding of endpoint security solutions and practices
Experience with ticketing and IT service management platforms, particularly ServiceNow
Knowledge of audio/visual equipment setup and troubleshooting
Ability to configure and troubleshoot various hardware peripherals
Understanding of cloud services and SaaS applications
Knowledge of CMDB principles and best practices
Experience with incident management and major outage coordination

LEADERSHIP SKILLS

Ability to motivate and develop team members to achieve high performance
Skill in delegating tasks appropriately while maintaining accountability
Capacity to make difficult decisions and manage competing priorities
Talent for identifying process improvements and implementing changes
Ability to advocate for team needs while aligning with organizational goals
Skill in conflict resolution and problem-solving among team members
Experience leading cross-functional teams during critical incidents
Ability to remain calm and decisive under pressure during major outages

INTERPERSONAL SKILLS

Exceptional customer service orientation with emphasis on executive support
Strong active listening and needs assessment capabilities
Excellent verbal and written communication across all organizational levels
Ability to remain calm and professional in high-pressure situations
Diplomatic approach to handling sensitive information and situations
Talent for building relationships and establishing trust with stakeholders
Ability to craft clear, concise communications about technical issues for diverse audiences
Skill in facilitating productive discussions during incident bridge calls

OPERATIONAL SKILLS

Strong organizational and time management abilities
Attention to detail while maintaining big-picture perspective
Analytical thinking and data-driven decision making
Budget management and resource allocation expertise
Process development and documentation capabilities
Strategic planning and project management proficiency
Experience with change management and communication planning
Ability to coordinate multiple workstreams during critical incidents

DESIRED EDUCATION AND EXPERIENCE

Bachelor’s degree in Computer Science, Information Technology, or related field 5+ years of experience in IT support roles, with at least 2 years in a leadership position
Experience supporting both in-office and remote workforce environments
Healthcare industry experience preferred
Experience with Microsoft 365 administration, Windows and Mac operating systems, and mobile device management
Familiarity with healthcare compliance requirements (HIPAA)
Demonstrated experience in implementing and improving IT service delivery processes
Previous experience providing executive-level technical support
Experience with ServiceNow administration and CMDB management
Track record of successfully managing major IT incidents and outages

CERTIFICATIONS/LICENSURE

ITIL certification highly desirable

PHYSICAL AND MENTAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities. While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS

Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities. Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts. In hospital environment, may be exposed to hazards and unusual elements, which may include but are not limited to bloodborne pathogens and / or contagious illnesses, toxic chemicals, and biohazardous materials which may require extensive safety precautions and the use of protective equipment. Noise level in the work environment is typical for an office and/or hospital environment. Moderate overnight travel (up to 15%) by land and/or air.

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