Manager, Technical Services

Job description

Who We Are

We are Imagine Pediatrics, an innovative, tech-enabled, pediatrician-led medical group that helps children with special health care needs get the quality ²⁴⁄₇ care and support they deserve, right from home. Energized by our mission to reimagine pediatric health care together, we improve the health and lives of children special health care needs by breaking down the barriers that stand between families and the quality care their children need. We are committed to doing better for them: to put their best interests in the front of our minds and center of our hearts and channel that passion every day to boldly remove these barriers.

By partnering with parents, caregivers, providers, community resources, and health plans, we provide these children with more access to virtual-first and in-home medical, behavioral, and social care and empower them and their families to get the unwavering, ²⁴⁄₇ support they deserve. We don’t replace a child’s existing care team. Instead, we work with them to give every patient an expanded layer of support by delivering unlimited, virtual-first and in-home care, day and night. Every step toward that goal we take with equal parts compassion and creativity. Together, we’re always reaching for the profound impact that we know we can and must make.

What You’ll Do

As the Manager of the IT Technical Services Engineering, 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. 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. In addition, you will:

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.
• Participate in 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.
• 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, evaluate, prioritize, and communicate shared or perceived issues to the appropriate internal and external partners.
• Practice empathy, demonstrate self-awareness, and modify approach based on the audience.
• Other duties as assigned.

What You Bring & How You Qualify

First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support, they deserve.

• A minimum total of 10+ years of experience serving in an Information technology services department.
• 7+ years of experience as a people manager.
• Advanced skills in innovative thinking, collaboration, emotional intelligence, critical thinking, continuous improvement, and corporate strategy.
• Extensive experience and knowledge of healthcare practice and security standards such as HIPPA, HITECH, and HITRUST and how these regulations govern the work performed by the technical services team.
• Excellent written and verbal communication skills with a passion to assist Imagine Pediatrics team members in times of need.
• Excellent customer service skills and a unique ability to engage the customer with empathy and care.
• Excellent analytical and problem-solving skills and experience solving complex technical problems and defining and implementing resolutions.
• Ability to manage multiple priorities and demands daily and ability to appropriately delegate and assign work based on resource capacity and resource proficiency.
• Able to work with users at all levels of technical skills and abilities.
• Advanced level understanding of computer hardware, operating systems, and software, including Microsoft Office and Windows.
• Expert level knowledge of Windows 10 tablets and Apple iOS system is essential.
• Advanced level knowledge and extensive experience administering software tools in the following areas:
• Device Management and Security Compliance
  • Examples: MS InTune, JAMF, MS conditional access policies, Autpilot software deployment and compliance, end point security patching.
• Communications
  • Examples: Microsoft O365 products, Talkdesk (call center technologies)
• Incident and Request Ticketing
  • Examples: Jira, ServiceNow
• Cellular Services (cell phone management systems – MDM)
  • Examples: MS Intune, Airwatch
• Hardware and Operating System Support
  • Examples: Lenovo, Dell, Mac, Windows, iOS, MAC OS
• Video Conferencing
  • Examples: MS Teams, Zoom, Owl, Polycom
• Process Management
  • Examples: Confluence, ClickUp

What We Offer (Benefits + Perks)

The role offers a base salary range of $110,000 - $140,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.

We provide these additional benefits and perks:

• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer

What We Live By

We’re guided by our five core values:

• Children first.We put the best interests of children above all. We are uncompromising in our commitment to improving the lives of children and families by bringing the best care to them.
• Earn trust.We cherish the trusting relationships we build with the children and families we serve, our partners, and each other. We seek first to understand and speak honestly.
• Innovate today. We refuse to accept the way things have always been done. Children and families are waiting for our help and their bravery demands that we relentlessly challenge assumptions to develop new approaches.
• Embrace humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to learn and grow stronger.
• One team, diverse perspectives. We work alongside families as one team towards a shared purpose. We champion diversity and acknowledge the contributions of others.

We Value Diversity, Equity, Inclusion and Belonging

We believe that creating a world where every child with complex medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We’re proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.