Manager of Technical Services

Job Summary:

The Manager, Technical Services is responsible for overseeing the delivery of all Technical Services that support Care New England’s Information Services (IS) infrastructure and its user community.

This role manages the design, development, implementation, and ongoing support of systems, software services, and vendors related to the organization’s voice and data networks, server infrastructure, and end-user devices.

The Manager collaborates closely with vendors, customers, business partners, and IS staff to identify needs, establish priorities, and apply the most effective technology solutions to meet those needs.

They lead the resolution of operational issues, prepare and present reports to management, and actively participate in committees and task forces as needed.

The Manager also oversees vendor and staff performance, ensures effective prioritization of work, provides regular feedback, and performs other job-related duties as assigned.

Duties and Responsibilities:

• Manage and monitor the development and implementation of server systems, storage and backup systems, and related infrastructure services and software.
• Maintain a high-performance, reliable, and stable computing environment that supports organizational operations.
• In conjunction with the department Director, develop tactical plans, standards, and governance aligned with Care New England’s goals.
• Oversee the delivery of technical services and act as a liaison between CNE IS, hospitals, departments, and other entities to ensure customer satisfaction.
• Collaborate with customers and IS staff to understand priorities, assess needs, and provide ongoing technical support.
• Coordinate with other IS teams to maintain a secure and optimized computing environment.
• Provide timely status updates and reports to management.
• Support the development of annual budgets and ensure alignment with departmental goals.
• Manage and direct human resources, including coaching, feedback, and performance evaluation.
• Work with vendors and staff to specify, acquire, and implement products, services, and new technologies.
• Identify, troubleshoot, and resolve server-related and infrastructure issues in a timely manner.
• Prepare and maintain technical documentation, including operational procedures, system configurations, and user guides.
• Provide guidance, mentoring, and training to IS staff to promote professional development.
• Maintain 24-hour on-call availability to support business continuity and operational needs.
• Always protect and uphold patient and employee confidentiality.
• Oversee day-to-day priorities of CNE’s primary IS vendor to ensure deliverables meet established requirements and deadlines.
• Hold vendors accountable for meeting responsibilities related to IT Service Management (ITSM) and continual service improvement.
• Effectively prioritize workload and adjust tasks as needed based on policies, procedures, and operational needs.
• Complete job responsibilities within established timeframes and workflow requirements.
• Identify opportunities for improvement and contribute to the enhancement of existing services, programs, and technologies.
• Analyze information and make informed decisions using sound judgment and established best practices.
• Demonstrate effective problem-solving skills in addressing technical and operational challenges.
• Perform other job-related duties as assigned, including providing backup support as needed.

Requirements:

Bachelor's Degree Required In computer science or related field

Minimum of six (6) years of experience managing and implementing voice and data network hardware, software, and network architectures, or an equivalent combination of education and experience. Experience in healthcare preferred.

Industry certifications (e.g., Microsoft, Cisco, AWS, Azure) preferred.

Extensive knowledge of server, storage, and backup technologies, as well as infrastructure architecture and operations.

Strong understanding of Microsoft operating systems, Active Directory, cloud platforms (AWS and Azure), and enterprise networking concepts.

Proficiency in vendor and project management, including accountability for service delivery and contract compliance.

Demonstrated ability to lead and develop technical teams through coaching, performance management, and mentoring.

Strong analytical and decision-making skills with the ability to evaluate data, diagnose problems, and implement effective solutions.

Excellent communication, collaboration, and interpersonal skills for working with leadership, staff, and vendors.
Strong organizational skills with the ability to manage multiple priorities and deadlines.

Commitme