Field Service Manager

About the role

Optum Insight improves the flow of health data and information to create a more connected system, removing friction and driving alignment between care providers, payers, and consumers. The Allina Health Field Services Manager leads the delivery of onsite IT support services across hospitals, clinics, and administrative locations, ensuring exceptional customer experience, operational excellence, and team performance. This role provides leadership to supervisors and field technicians, serves as the primary relationship manager for local business and clinical leaders, manages escalations, staffing, budgets, and service metrics, and drives accountability for SLA performance, device lifecycle management, endpoint support, and service quality. The manager also supports enterprise technology initiatives such as Microsoft 365, Intune, and workplace modernization programs while continuously improving operations through standardization, automation, and process optimization.

Primary Responsibilities

• ITSM & Incident Management Tools (ServiceNow, ITIL Processes) – Manage incident workflows, escalations, SLA compliance, reporting, knowledge articles, and major incident processes using platforms such as ServiceNow.
• Technical Troubleshooting & Infrastructure Knowledge – Apply solid understanding of desktops, networks, servers, applications, telecommunications, cloud services, and integrations to assess impact, coordinate technical teams, and drive service restoration.
• Root Cause Analysis & Problem Management – Analyze incidents, identify trends, perform root cause analysis, facilitate post‑incident reviews, and develop preventive actions to reduce recurring issues.
• Monitoring, Reporting & Operational Analytics – Create and maintain dashboards, incident metrics, SLA reporting, trend analysis, and operational monitoring tools to identify risks, prioritize incidents, and provide actionable data for leadership decisions.

Required Qualifications

• Management experience, including leading supervisors and technical support teams across multiple locations.
• Healthcare experience in a large‑scale environment.
• IT background with expertise in AI technologies applied in the field.
• Proven time‑management skills for coordinating four field teams.
• Experience managing offshore teams (e.g., Philippines, India) and setting challenging goals.
• Ability to manage staff within a healthcare setting.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase plan.
• 401(k) contribution (subject to eligibility requirements).

Pay

The salary for this role ranges from $91,700 to $163,700 annually, based on factors such as local labor markets, education, work experience, and certifications.