Manager of Customer IT Services (Hybrid - New Haven, CT)

About the role

The Manager of Customer Information Technology (IT) Services is responsible for managing IT services to a designated customer within the Clinical Health Network (CHN) framework. This role supports customer satisfaction and operational efficiency, liaising with the CHN Senior Director of Customer IT Services and the CHN Customer Success team.

Responsibilities

• Optimize financial performance of the designated customer by aligning services with CHN's standard offerings and streamlining legacy services.
• Develop and maintain a detailed portfolio of applications and plans, focusing on optimization and alignment with CHN standards and services.
• Champion CHN's architecture, policies, procedures, and security standards, leading and participating in customer technology projects.
• Stay current on relevant technologies to understand customer and CHN operations, providing hands-on technical support and engineering-level projects.
• Participate in optimization workgroups to evolve global CHN services according to customer business requirements.
• Attend internal CHN and customer meetings as assigned.
• Manage/co-manage other miscellaneous customer resources as assigned by CHN.
• Manage the customer's technology inventory in partnership with CHN.
• Delegate tasks to service desk employees and actively participate in creating standard procedures to drive efficiency and excellence in service desk operations.
• Provide technical support for critical issues that cannot be resolved by service desk employees.
• Provide technical evaluations and recommendations for customer's physical security systems, including access control, video surveillance, and intrusion detection systems.
• Set protocols for critical and high-priority IT issues, including communication strategies, on-call schedules, war room expectations, and post-mortem analysis.
• In conjunction with CHN IT leadership, establish routine Key Performance Indicators (KPI) reports and create protocols to share with internal and external stakeholders.
• Use quantitative and qualitative data to assess trends and diagnose root causes to improve service delivery and demonstrate evidence of performance improvement and service delivery to identified stakeholders.
• Support identity and access management activities, including periodic access reviews and audit readiness for critical systems.
• Support EHR-related activities with an emphasis on security, access controls, and compliance.
• Support Security Risk Assessments and coordinate follow-up actions with CHN IT teams.
• Practice exemplary customer service skills and provide staff with real-time coaching and feedback to improve customer experience.
• Create and promote a culture of process and standards-based continuous improvement.
• Demonstrate a commitment to CHN and Planned Parenthood's mission related to health equity, especially centering racial equity, and a deep sense of accountability to the community.
• Ensure compliance with all CHN policies, standards, information security requirements, and applicable state and federal regulations.
• Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems.
• Provide positive and development feedback and accountability related to practices including, but not limited to, equity.

Qualifications and Experience (Required)

• Bachelor’s degree in Computer Science or a related field, or equivalent experience.
• Minimum of 5 years of progressive responsibility in an Information Technology setting.
• Experience in financial modeling and budgeting.
• Broad technical experience commensurate with hands-on technical expertise, stepping through the ranks to management and leadership.
• Ability to build relationships with stakeholders, including staff and external partners.
• Prior experience working as a Service Desk support specialist.
• Professional written and verbal communications skills.
• Proven ability to assess the criticality of problems and prioritize based on importance and urgency.
• Ability to lead in the event of emergencies.
• Demonstrated experience with remote troubleshooting in a multi-state/multi-location environment.
• Ability to maintain high workload throughput.
• Extensive experience with an enterprise-level ticketing system.
• Ability to work independently and with professional discretion.
• Excellent problem-solving skills.
• Moderate travel to designated affiliate locations.
• Demonstrated dedication to Planned Parenthood's mission, vision, and values.
• Willingness to travel in accordance with the needs of the position, complying with all CHN travel policies, including safety guidelines while operating a personal vehicle.

Qualifications and Experience (Preferred)

• Relevant Microsoft certifications, CompTIA, and ITIL certification.
• Proven experience partnering with internal and external stakeholders to develop near-term and forward-looking technology recommendations that improve operational efficiency and customer satisfaction.
• Healthcare IT experience supporting clinical, administrative, or multi-site healthcare operations, with an understanding of regulated environments and mission-driven service delivery.

Key Requirements

• Commitment to advancing race(+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society.
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions.
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn.
• Strong sense of accountability to equitable practices.
• Understanding of the impact of identity dynamics on organizational culture.
• Commitment to CHN and Planned Parenthood's In This Together service ethos, workplace values, and service standards.