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Changing health care
to improve quality of
life for all.

Beth Israel Lahey Health’s roots in providing top-quality health care date back nearly a century. We're fully committed to ensuring our patients receive the care they deserve. As a leading healthcare provider throughout New England, we aim to change the current state of health care for the better and make lasting improvements that guarantee access to our services.

Manager, IT Field Service

Charlestown, Massachusetts

Organization Facility: Beth Israel Lahey Health - Non Executive Category: Information Technology (IT) Job ID: JR79007 Date posted: 06/26/2025
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Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Responsible for delivering world-class support services across specific BILH entities overseeing the assigned functional
area (On-site, Off-site (non-main hospital campuses), or Projects) of the BILH Field Support team. This individual is on point to contribute to the Field Support consolidation in collaboration with the Director of Field Support. Works with leaders across the BILH business to prioritize needs and value, drives technology innovation strategy, focus, business, and clinical outcomes, overseeing support tickets ensuring they are responded to and resolved within SLA. Contributes to the development and execution of the enterprise-wide IT strategy for Field Support and ensures alignment with the enterprise's business strategy and the delivery of capabilities required to achieve business success. Develops, implements, and oversees strategy and support involving the assigned domain. Provides strong leadership to direct reports and fosters an environment of success, personal development, and job fulfillment leading to low attrition.

Job Description:

Primary Responsibilities:

1. Consistently exceeds end-user expectations by meeting established SLAs and customer demands. (essential)

2. Contribute to setting the mission and vision for the Field Support team in collaboration with the Director of Field Support. Bring innovative technology services to the organization to foster a business-oriented culture and mindset driven by continual service improvement techniques. Acts as a champion responsible for communicating innovative technology goals to IT senior leaders. (essential)

3. Partners with IT Leaders and their teams on cross-functional projects and initiatives. Ensures the Field Support team is prepared for any spikes in workload including projects. (essential)

4. Develop a long-term strategic vision for areas of responsibility, considering best practices in the field and changing organizational needs; accountable for the overall innovative technology portfolio across his/her areas of responsibility. (essential)

5. Provide direction, mentoring, and coaching to staff to increase the capabilities and effectiveness of your team, to develop competencies to ensure they are meeting their goals and objectives. (essential)

6. Working with IT Security ensures that all PCs are patched, secured, and updated per set requirements. (essential)

7. Ensures proper staffing needs are met and builds data-driven business cases when additional staff is required to meet SLAs and business demands. (essential)

8. Ensures that support incidents and requests are handled following an ITIL-based framework. (essential)

9. Drives high customer satisfaction and ensures services align with BILH's needs. (essential)

10. For the Field Support Project Position, one must properly assess project needs and scope as well as ensure the Field Support projects are delivered on time and within budget. (essential)

11. Has the authority to direct and support employees' daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action, and performance reviews. Direct Reports: More than 7 Indirect Reports: None

Required Qualifications:

High School diploma or GED required. Bachelor's degree preferred.

For the Off-site Field Support position, one must have a valid driver's license and an available automobile to frequently travel to the off-site locations.

5-8 years of related work experience is required and

1-3 years of supervisory/management experience required

Advanced technical computer skills as required for technical support specific to functional areas and related systems.

Must have a customer-centric mindset.

ITIL certified

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled

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Why join Beth Israel Lahey Health?

If you’re looking for a career where you can make a difference and explore your potential, Beth Israel Lahey Health is the place you belong. Our system includes a network of hospitals, physician practices, outpatient centers, and other healthcare facilities and we offer a broad range of careers in direct patient care, environmental services, registration, finance and many other fields. We are focused on providing compassionate and personalized healthcare with a strong reputation for clinical excellence and research and offer diverse opportunities for career growth and development. Conveniently, we have many locations in communities across Eastern Massachusetts and Southern New Hampshire.

At Beth Israel Lahey Health, we see you for all that you are – your experience and your dreams. Explore our open opportunities and find out why so many have already chosen to join our team.

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