Senior Manager, Technical Services

Who We Are

Imagine Pediatrics is a tech-enabled, pediatrician-led medical group reimagining care for children with special healthcare needs. We deliver 24/7 virtual-first and in-home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.

Position Overview

As the Senior Manager, Technical Services, you will support and oversee all operational functions of the IT Technical Services team. Your primary responsibilities include ensuring all operational services meet business expectations, balancing resource capacity against business demand, and prioritizing work assignments based on organizational goals. You will serve as the accountable leader overseeing all service delivery functions, ensuring the service lines are meeting business expectations, running efficiently, continually identifying areas for process improvement, enhancing the end-user experience, and aligning with budget expectations.

Additionally, you will manage individual team members' performance, provide mentorship, support professional development, and serve as the principal representative and escalation point for the service line.

Reporting to the VP of IT Infrastructure, you will bring years of experience as a people manager and systems thinker. You will also embody a strong set of technical competencies, backed up by experience, to assume complete operational ownership and accountability for the IT technical services function.

Responsibilities

Operational Responsibilities

• Create a systematic approach to supporting the organization's transformation goals, processes, and technologies.
• Manage the corporate budget in service areas of accountability to ensure products and services are monitored and managed against budget expectations and in support of expansion and contraction of the organizational workforce.
• Manage all service delivery functions, ensuring the service lines meet business expectations, running efficiently, continually identifying areas for process improvement, enhancing the end-user experience.
• Oversee the preparation of technical training material and documentation to support Imagine Pediatrics team members.
• Participate in meetings to provide technical information / updates that support increasing team member knowledge and the use of Imagine Pediatrics technologies.
• Monitor the incident and request ticket queues for the assigned Technical Services team members, ensuring incidents and requests are distributed evenly and appropriately across the team members based on skills sets. Ensure incidents and requests are responded to within agreed-to timelines and prioritization.
• Continually evaluate and improve products, services, processes, etc. through incremental and breakthrough improvements. Stay abreast of new trends and technologies that may offer better solutions in alignment with improving the end-user experience.
• Provide after-hours assistance as needed or via an On-Call after-hours pre-defined schedule.

Leadership Responsibilities

• Lead, manage, and direct the work efforts and assignments for Technical Services Engineers.
• Provide one-on-one mentorship, professional development, and career advancement support to ensure team members are building skills that support their job expectations and the overall success of the business.
• Provide leadership to inspire the team through significant changes such as vision creation, inspiring others, mobilizing support, facilitating adoption, and agile decision-making.
• Drive cross-functional collaboration and identify areas of potential or existing conflict. When conflict occurs, address it promptly and constructively.

Requirements

• Years of experience as a people manager.
• Strong systems thinking abilities.
• Strong technical competencies.
• Experience assuming complete operational ownership and accountability for IT technical services functions.

Salary

• [Information not provided]

Location Type

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Employment Type

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