Manager IT Service Management

1 week ago

Phoenix, Arizona, United States HonorHealth Full time


Overview Looking to be part of something more meaningful? At HonorHealth, you'll be part of a team, creating a multi-dimensional care experience for our patients.

You'll have opportunities to make a difference.

From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact.

HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives.

Visit to learn more. Join us. Let's go beyond expectations and transform healthcare together.

HonorHealth is one of Arizona's largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area.

The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more.

With nearly 14,000 team members, 3,700 affiliated providers and hundreds of volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona.

Learn more at Responsibilities Job Summary The Manager – IT Customer Services is responsible for being a primary point of contact for customer issues, queries and requests, as well as facilitating communication between and bridging functional team's interactions for customer service needs.

The Manager is responsible for developing and managing their team in supporting the mission of the organization through the delivery of IT Services.

The Manager – IT Customer Services is responsible for human resource procedures, including justification requests for new positions, filling vacancies, corrective action, and staff advancement.

This position is responsible to ensure staff have the skills and training necessary to perform their roles, provide leadership and guidance and assist with growth and development.


Job Duties:

Effectively manages resources and serves as the primary point of accountability for ensuring team goals are achieved and customer requirements are met.

Translates organizational goals and initiatives into tangible assignments for team members.

Prioritizes a large volume of work requests from multiple stakeholder groups, successfully adjusts to changing customer needs, and appropriately escalates any risks to successful outcomes.

Leads complex technical and workflow root cause analysis, project implementations, and external workgroups. Develops and presents action plans regarding system implementation and support to appropriate stakeholders.

Proactively monitors all systems to ensure they are properly maintained and supported and independently intervenes as appropriate to address any deficiencies.

Objectively evaluates and provides recommendations on new opportunities identified internally or by stakeholders. Works with Director to establish and manage team budget. Practices good stewardship of HonorHealth resources. Contributes to the development and execution of IT department strategy, policies and procedures, and KPIs. Responsible for keeping up to date with industry trends through networking, self-development courses, discussion boards, and webinars.

Staff Development:
Responsible for leading, coaching, and mentoring department personnel.

Clearly communicates job expectations and provides valuable and actionable feedback to team members on a regular basis and during annual performance evaluations.

Supervises the work of team members to ensure it is of high quality, efficiently executed, and compliant with established standards and guidelines.

Consistently holds team members accountable to high work expectations and compliance with job description and department operating procedure requirements.

Uses best practices and standards to interview and hire top talent analysts and provide a solid onboarding experience to ensure they are retained.

Provides professional and technical training opportunities to team members that support job performance and advancement. Ensures that the team's capabilities, skills, and certifications adequately support work requirements.

Stakeholder Relationships:
Demonstrates excellent interpersonal, organizational and communication skills.

Communicates effectively (written and oral) across all levels of the organization and has the ability to determine the appropriate forum for each method.

Develops and maintains effective working relationships across HonorHealth. Collaborates with customer stakeholders to determine optimal solutions for their business needs. Evaluates how emerging technology solutions and methodologies affect current and future business practices. Researches (proactively) for opportunities to leverage technology in the business.

Establishes relationships with vendor account managers and proactively discusses support agreements and opportunities to optimize our use of their systems.

Facilitates, coordinates, and prepares recommendations and presentations for key stakeholder review and/or approval. Ensures application training strategies for end users are effective and efficient. Must be willing and able to travel to any/all HonorHealth and affiliated sites. Performs other duties as assigned. Complies with HonorHealth policies and procedures in addition to the Mission, Vision and Values Qualifications Education Bachelor's Degree or 4 years' work related experience in Information Technology or Business Administration Required Experience 3 years experience in IT management and supervisory practices within related IT Customer Services space (e.g. – Service Desk, Field Services, IT Service Management, etc.). Required

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