IT Services Lead

Additional Comp Info

Salary based on experience.

Overview

Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for IT Sevices Lead in Anaheim, CA. 

 

The IT Services Lead serves as the primary escalation point for all IT service-related concerns and is responsible for coordinating and facilitating tasks to ensure high-quality IT service delivery across the organization. This role oversees the smooth execution of IT initiatives, organizational projects, and day-to-day IT services while delivering actionable insights through reports and dashboards.

 

The IT Services Lead is responsible for tracking and reporting on key performance indicators (KPIs) related to IT services, ensuring SLAs are met consistently across the department. By analyzing performance metrics and trends, this role drives continuous improvement in IT service delivery. The IT Services Lead works closely with IT managers, teams, and stakeholders to align services with business needs while maintaining compliance with regulatory standards.

 

At PPOSBC, we understand the importance of a well-rounded benefits program and are dedicated to providing you with unique benefits that meet the needs of you and your family. We are proud to offer a range of plans that help protect you in the case of illness or injury including:

• A competitive benefits package including medical, dental, and vision coverage for you and eligible dependents, life insurance, and long term disability. 
• Benefits coverage starts after one full month of employment!
• Generous vacation, sick, and holiday benefits!
• Generous 401(k) matching contributions and more!
• To view our detailed benefits guide, please visit our career site at www.pposbccareers.org

 

Qualifications

Minimum Education:

• Bachelor’s Degree in a relevant field such as Information Technology, Computer Science, Management Information Systems, Business Administration, or a related discipline.

 

Preferred Qualifications:

• ITIL (Information Technology Infrastructure Library) certification or similar credential in IT service management.
• Additional certifications such as Project Management Professional (PMP), Certified Scrum Master (CSM), or other project/service management-related certifications.

 

Minimum Work Experience:

• 5+ years of experience in IT service delivery, IT operations, or IT support roles with a demonstrated track record of success in resolving escalations and managing service-level agreements (SLAs).
• 2+ years in a leadership or coordination role, such as team lead, supervisor, or project manager, responsible for managing tasks, facilitating cross-functional collaboration, or driving service improvements.

 

Preferred Work Experience:

• Experience creating and managing reports and dashboards for tracking service performance metrics and SLAs.
• Experience working in environments with regulatory requirements (e.g., HIPAA, PCI, PII).
• Familiarity with service management frameworks such as ITIL and experience using incident and ticket management systems (e.g., ServiceNow, Jira, or similar).
• Background in coordinating IT tasks within multi-location or distributed environments.

 

Agency Standard Requirements:

• Strong commitment to quality healthcare and excellent customer service is required.
• Must thrive in a fast-paced, rigorous environment with changing priorities.
• Ability to meet deadlines and work under pressure.
• Must demonstrate high-level computer skills, including Microsoft Word, Excel, and Outlook.
• Electronic medical records experience.
• This position requires travel to other sites and locations; if using a personal vehicle to meet this requirement, a valid CA driver’s license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.
• Abortion patients are cared for at each of our health centers and in part through the administrative, support, and other non-clinical services provided at all PPOSBC locations and by all PPOSBC employees, and supporting these critical services is an essential job duty and fundamental responsibility of all employees.

 

Other Requirements:

• Effective coordination and organizational skills to manage IT service delivery tasks, escalations, and reporting requirements.
• Strong commitment to service excellence in IT operations and delivering high-quality support to stakeholders.
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