Direct Team Management: Lead, mentor, and develop a team of IT service professionals focused on maintaining Cadwell software in complex hospital IT ecosystems, including Windows Server, SQL databases, application virtualization, and networking.
Escalation: Act as a primary escalation point for complex issues, ensuring rapid resolution and system recovery.
Project Oversight: Act as the technical oversight for service delivery projects (upgrades and migrations), managing timelines and resources to ensure they are completed on time and with technical precision.
Workflow Optimization: Partner with Product Specialists to translate root-cause data into improved deployment protocols for service and implementation teams.
Contractual Excellence: Manage the Account Managers as a service delivery arm; ensure they are proactively delivering on Service Contract line items (e.g., proactive system audits, software roadmap reviews, and site visits).
Customer Advocacy: Ensure Account Managers are deeply embedded in the technical status of their accounts, acting as the "voice of the customer" to the Support and Product Specialists.
Retention through Service: Drive service contract renewals by demonstrating the tangible value and uptime provided by the Service Delivery team.
Drive improvements in customer satisfaction, first-time fix rates, and team efficiency.
Provide product performance feedback to help inform future design improvements.
Represent IT Service Delivery at leadership meetings, collaborating to align goals and optimize service delivery operations.
Manage the team’s annual expense budget to support the company's financial objectives.

Requirements

Strong leadership and people management skills with experience leading cross-functional service teams (hardware repair and IT/software support), both onsite and remote.
Leadership: 5+ years of experience in IT/Software Service, with at least 2 years managing teams that include both technical and customer-facing roles.
Education: Bachelor’s degree in Computer Engineering, Electrical Engineering, Computer Science, or related technical field (equivalent experience considered). Professional certifications (e.g., Microsoft, Cisco, CompTIA, ITIL) are a plus.
IT Infrastructure: Hands-on experience with Windows Server administration, SQL, App Virtualization, and Network architecture (LAN/WAN).
Project Management: Proven ability to lead technical projects from discovery through "Go-Live," utilizing CRM and project management tools.
Travel: Ability to travel domestically and internationally as needed.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows Server administrationSQLApplication virtualizationNetwork architectureProject managementService deliveryTechnical oversightWorkflow optimizationSystem auditsCustomer satisfaction

Soft Skills

LeadershipPeople managementMentoringCollaborationCustomer advocacyProblem-solvingCommunicationTeam efficiencyBudget managementCross-functional teamwork

Certifications

MicrosoftCiscoCompTIAITIL