Hospital IT Account Manager
Headhunter: Career Development Partners
Hospitals, Clinics, Non-Medical Staff
Boston, MA - United States
Senior Specialist / Project Manager
Experteer Overview
In this role you own the hospital IT account, guiding service delivery and client relationships in a large healthcare setting. You will lead executive-level engagement, oversee daily IT field services and help desk operations, and drive improvements across technology initiatives. You’ll manage incidents, coordinate cross-team efforts, and ensure services align with hospital needs and contractual commitments. This on-site leadership role offers visibility and impact in a high-availability environment with critical escalation responsibilities.
Compensation / Benefits
- Competitive salary
- Flexible hours
- Paid time off
- Health, dental, and vision insurance
- Matching 401(k)
- Collaborative, team-oriented environment
Responsibilities
- Primary point of accountability for the hospital account and relationships with executives, IT leadership, clinical stakeholders, and technical teams
- Lead business reviews, monitor service performance, health of the account, risks, and upcoming initiatives
- Identify and drive resolution of service issues and account risks; pursue opportunities to enhance services
- Oversee Help Desk and IT Field Services delivery; ensure staffing, coverage, and on-call rotations meet requirements
- Manage incident response for critical events; coordinate internal teams and vendors; conduct post-incident reviews
- Oversee account-level technology projects (implementations, upgrades, refreshes) and ensure minimal disruption to clinical ops
- Participate in budgeting, forecasting, resource planning, and track labor, expenses, and metrics
- Provide day-to-day leadership, coaching, and development for Help Desk and Field Services staff
- Support change-management processes within hospital environments
Key requirements
- 5+ years in IT managed services or healthcare IT with significant client-facing responsibility
- Experience in hospital or health system environments
- Strong understanding of Help Desk operations, IT Field Services, SLAs, and ITSM
- Experience with ServiceNow, Jira, Talkdesk, or similar ITSM platforms
- Proven ability to manage teams, staffing, scheduling, and escalations in a 24/7 setting
- Excellent executive-level communication and presentation skills
- Ability to interact effectively with hospital executives, clinical stakeholders, IT leadership, vendors
- Good judgment and independent decision-making in high-pressure or ambiguous situations
Description
In this role you own the hospital IT account, guiding service delivery and client relationships in a large healthcare setting. You will lead…
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