Hospital IT Account Manager

Location: Boston, MA (Greater Boston Area) |
Schedule: Full-time, primarily on-site |
Compensation: Not specified

A large healthcare environment in the Greater Boston area is seeking an experienced Hospital IT Account Owner to lead managed IT services delivery. This highly visible, client-facing leadership role serves as the primary point of accountability for the account, overseeing client relationships, service delivery, staffing, escalations, and technology initiatives in a complex, high-availability hospital setting.

• Serve as the primary point of contact and accountability for the hospital account
• Develop trusted relationships with hospital executives, IT leadership, department directors, clinical stakeholders, and technical teams
• Lead business reviews and stakeholder meetings covering service performance, account health, initiatives, risks, and priorities
• Proactively identify and resolve service issues and account risks
• Collaborate with internal leadership to identify opportunities to expand or improve services
• Oversee Help Desk and IT Field Services delivery across the hospital environment
• Ensure staffing levels, service coverage, and operating hours meet contractual and operational requirements
• Manage technician scheduling, shift coverage, on-call rotations, and workload balancing
• Monitor key service metrics and SLAs, including incident response, resolution times, and first-call resolution
• Serve as an escalation point for critical incidents, major service disruptions, and after-hours events
• Help ensure operational readiness across endpoints, printers, mobile devices, AV systems, and other supported clinical technologies
• Take ownership of critical incidents, service failures, and client-facing issues through resolution
• Coordinate internal technical teams, vendors, and hospital IT resources during complex incidents
• Lead post-incident reviews, root cause analysis, and corrective-action planning
• Provide clear and timely communication regarding incident status, expected resolution, risks, and corrective actions
• Oversee account-level technology projects including implementations, upgrades, technology refreshes, and workflow improvements
• Coordinate project resources, timelines, deliverables, dependencies, and stakeholder communication
• Ensure technology initiatives are executed with minimal disruption to clinical operations
• Support appropriate change-management processes within the hospital environment
• Participate in budgeting, forecasting, resource planning, and overall account performance management
• Monitor labor utilization, overtime, vendor expenses, service metrics, and operational trends
• Identify opportunities to improve efficiency and control costs without compromising service quality
• Ensure accurate documentation and activity tracking within ITSM platforms
• Provide day-to-day leadership, direction, and coaching to Help Desk and Field Services personnel
• Support hiring, onboarding, performance management, and employee development
• Establish clear expectations around accountability, professionalism, responsiveness, and client service
• Identify training and development opportunities for team members

• 5+ years of experience in IT managed services, healthcare IT, IT service delivery, or a related environment with significant client-facing responsibility
• Previous experience working in or supporting a hospital or health system environment
• Strong understanding of Help Desk operations, IT Field Services, SLAs, and IT service management
• Experience with ITSM and service platforms such as Service Now, Jira, Talkdesk, or similar technologies
• Demonstrated experience managing teams, staffing, scheduling, service coverage, and escalations within a 24/7 environment
• Strong executive-level communication and presentation skills
• Ability to work effectively with hospital executives, clinical stakeholders, IT leadership, technical teams, and vendors
• Strong judgment and the ability to make independent decisions in high-pressure or ambiguous situations

• ITIL Foundation certification or comparable IT service-management training
• Experience with workforce management, capacity planning, or Erlang C modeling for Help Desk environments
• Knowledge of HIPAA and healthcare IT compliance requirements
• Experience with telecom, DAS/5G infrastructure, endpoint management, or related hospital technologies
• Project management experience within healthcare or enterprise IT; PMP or similar certification is a plus