Manager Field Services

What We Offer Provides operational leadership across a designated region and may also oversee cross-functional teams operating across multiple regions. Accountable for delivering high-quality support services for end-user computing devices and related technologies, ensuring optimal customer experience, service performance, and alignment with the organization's strategic objectives. Responsible for leading both internal Field Services staff and contract labor sourced through external partners. Plays a key role in aligning technical and clinical support operations through deep collaboration with Clinical Informatics. Provides comprehensive life-cycle end-user device services that support our team member’s ability to deliver remarkable patient experiences every time. Provides world-class customer experiences, seeking to delight our team members by understanding their needs, providing the right solution the first time, preventing issues from occurring and timely resolution of problems if they arise. Provides on-site and remote services to every team member, supports corporate devices, including computers, laptops, printers, and mobile devices across the organization and multiple states, whether they work at one of our facilities or from home. What We're Looking For Education: 2 Year / Associate Degree, required. 4 Year / Bachelors Degree, preferred. Progression through the organization will require a Bachelor’s degree. Experience: Minimum six years related experience and leading teams, required. Licensure/Certification: Microsoft, Cisco, and/or Technical Industry Certificates, preferred. Additional Skills/Requirements (required): Lead and develop a regional Field Services team, including internal employees and contract labor from external partners. Manage daily operations, including assignment of work, prioritization, and resource allocation. Collaborate with other regional Field Services Managers and stakeholders to ensure consistency of service delivery. Develop and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure performance standards are met. Drive continuous process improvement and champion service excellence. Engage with regional operational leaders and enterprise IT stakeholders to align support services with clinical and business objectives. Ensure compliance with security, asset management, and IT governance policies. Oversee budget planning, including labor and materials, and ensure effective financial stewardship. Provide leadership during critical incidents and escalations. Support and execute device lifecycle strategies and technology refresh initiatives. Lead change management and team development activities. Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy Professional communication (both oral and written), documentation, and interpersonal skills. Experience with end computer hardware, software, and networking systems. Working knowledge of iOS, MacOS, Windows operating systems and Microsoft Windows Active Directory. Rudimentary software product knowledge, especially Microsoft desktop products. Able to work extended hours under considerable pressure, including holidays, nights, and weekends, as necessary. Ability to drive/travel to multiple locations/facilities as needed. Partners with Clinical Informatics and site-based operational leaders to align Field Services delivery with clinical workflows, ensuring that support models meet the demands of patient care environments and healthcare operations. Drive efficiency in the procurement, configuration, and delivery of end-user devices including laptops, desktops, printers, phones, and related hardware. Additional Skills/Requirements (preferred): Working knowledge of core networking concepts such as the OSI model, IP routing, access lists, firewalls, VLANs, and VPNs. Working knowledge of ServiceNow. Why Choose Novant Health? At Novant Health, we believe remarkable care starts with compassion for our patients, our communities, and each other. We value belonging, courage, personal growth, and teamwork, creating a space where everyone is respected, supported, and safe to show up as their full selves. Job Opening ID 165722 Education: 2 Year / Associate Degree, required. 4 Year / Bachelors Degree, preferred. Progression through the organization will require a Bachelor's degree. Experience: Minimum six years related experience and leading teams, required. Licensure/Certification: Microsoft, Cisco, and/or Technical Industry Certificates, preferred. Additional Skills/Requirements (required): Lead and develop a regional Field Services team, including internal employees and contract labor from external partners. Manage daily operations, including assignment of work, prioritization, and resource allocation. Collaborate with other regional Field Services Managers and stakeholders to ensure consistency of service delivery. Develop and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure performance standards are met. Drive continuous process improvement and champion service excellence. Engage with regional operational leaders and enterprise IT stakeholders to align support services with clinical and business objectives. Ensure compliance with security, asset management, and IT governance policies. Oversee budget planning, including labor and materials, and ensure effective financial stewardship. Provide leadership during critical incidents and escalations. Support and execute device lifecycle strategies and technology refresh initiatives. Lead change management and team development activities. Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy Professional communication (both oral and written), documentation, and interpersonal skills. Experience with end computer hardware, software, and networking systems. Working knowledge of iOS, MacOS, Windows operating systems and Microsoft Windows Active Directory. Rudimentary software product knowledge, especially Microsoft desktop products. Able to work extended hours under considerable pressure, including holidays, nights, and weekends, as necessary. Ability to drive/travel to multiple locations/facilities as needed. Partners with Clinical Informatics and site-based operational leaders to align Field Services delivery with clinical workflows, ensuring that support models meet the demands of patient care environments and healthcare operations. Drive efficiency in the procurement, configuration, and delivery of end-user devices including laptops, desktops, printers, phones, and related hardware. Additional Skills/Requirements (preferred): Working knowledge of core networking concepts such as the OSI model, IP routing, access lists, firewalls, VLANs, and VPNs. Working knowledge of ServiceNow.