IT Service Center Manager

Job Description

South Bend Medical Foundation (SBMF) is seeking an experienced IT Service Center Manager to lead our internal technology support operations and strengthen service delivery across our growing healthcare organization.

This highly visible role provides day-to-day leadership for the IT Service Center, including ticket management, application support, vendor coordination, technology projects, system integrations, documentation, and continuous service improvement. The manager will supervise internal Service Center staff, represent IT operations in EOS Level 10 meetings, and work closely with SBMF’s virtual CIO and managed service provider, Moser Consulting.

The ideal candidate is a service-focused technology leader who can translate operational needs into clear, accountable technical work. This position requires the ability to balance employee support, vendor performance, project execution, healthcare technology, and compliance while maintaining productive relationships across the organization.

Key Responsibilities

• Lead daily Service Center operations, including intake, triage, escalation, resolution, closure, coverage, and customer communication.
• Supervise, coach, train, and develop internal Service Center staff.
• Establish and monitor service measures such as ticket volume, response and resolution times, backlogs, and recurring issues.
• Represent IT operations in EOS Level 10 meetings and maintain related scorecards, issues, priorities, and quarterly Rocks.
• Coordinate operational work with SBMF’s virtual CIO and Moser Consulting while maintaining independent vendor oversight.
• Manage service escalations, scope questions, performance concerns, and follow-through under the managed service provider agreement.
• Coordinate support for clinical and business applications, including Ligo Lab, Concentriq, Chart Pro/eChart, Rx, Blood Bank systems, and enterprise reporting.
• Coordinate integrations involving HL7, Redox, IHIE, Seacoast, State Cancer Reporting, Net Suite, hospital EHRs, and external partners.
• Lead technology projects from requirements and planning through testing, implementation, go-live, and stabilization.
• Serve as a liaison among SBMF departments, product owners, software vendors, Moser Consulting, and external clients.
• Maintain support procedures, knowledge articles, ownership records, escalation paths, vendor information, and continuity documentation.
• Analyze recurring issues and implement improvements in processes, training, documentation, and system configuration.
• Coordinate evidence, remediation, and follow-up for HIPAA, AABB, SOC 2, and other applicable audits.
• Protect patient information and other confidential or sensitive data.

About South Bend Medical Foundation

Founded in 1912, South Bend Medical Foundation is an independent, not-for-profit healthcare organization providing pathology and blood services throughout northern Indiana and southern Michigan. For more than a century, we have remained committed to delivering exceptional service, advancing healthcare quality, and improving the health of the communities we serve.

At SBMF, we are guided by our RISE values:

Respect – We value others, honor diverse perspectives, and embrace our differences.

Innovation – We lean into change, recognizing that healthcare is constantly evolving and creativity is essential.

Stewardship – We practice social and fiscal responsibility in everything we do.

Excellence – We deliver accurate, timely service and clear communication to our clients, community, and one another.

Our vision is to be a nationally recognized, not-for-profit organization through investment in quality, technology, and community.

• Bachelor’s degree in information systems, health information technology, business, or a…