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  • Garden City, NY

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Manager, Information Technology

HealthCare Partners • Garden City, NY

Posted 24 days ago

Job Snapshot

Healthcare - Health Services, Managed Care
Information Technology


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Job Description

HealthCare Partners, IPA and HealthCare Partners Management Service Organization comprised of a health care delivery team. We have been active in the New York Metropolitan Area since 1996 and are now the largest physician- owned independent physician associates in the Northeast. We are currently seeking a Manager of Information Technology to join our team.

The Manager, ITSM is responsible for the delivery of information technology operation services and effective processes on a continuous basis (24X7) to ensure that HealthCare Partners can perform all business and technical operations.  The Manager, ITSM provides hands on experience in managing information technology operations, including HelpDesk, remote support operations for a distributed workforce, e.g., remote accessibility, managing equipment inventory and managing vendors to ensure service can be restored within service level agreement target timelines.

IT Service Desk


  • Level 1 IT Help Desk Requests

  • Onsite & offshore/remote support services

End User Support


  • Desktop/Laptop/End-point engineering (including design, architecture, image management) and support operations

  • Telecommunications engineering (including design, architecture, image management) and support operations

  • Inventory & Asset Management

  • VIP Support

IT Service Management


  • Incident, Problem, Change, Configuration, Asset Management

  • Service Level Reporting and Improvements 

  • Service Management Tools Management


The Manager, ITSM is accountable for utilizing best practices and standard Information Technology Service Management (ITSM) processes, and ensures all Key Performance Indicators (KPIs) and target objectives are met.  The Manager, ITSM grows and develops team-members, including ownership of talent pipeline and succession planning.  The Manager, ITSM applies proven communication skills, problem-solving skills, and knowledge of best practices to guide the business customer and development team on issues related to requirements and deployment of mission-critical service operations information and software systems.


  • Own management responsibility for deployment and management of the Information Technology Service Management (ITSM) processes in both production and non-production environments.    Responsible for design and building field services coverage in line with business demand and service level agreements.  Works collaboratively with Information Technology (IT) Management on all ITSM needs.  

  • Manage ITSM Engineers on site, as well as vendors that will provide Service Management support or equipment.

  • Build positive customer relationships with business leaders in support of ITSM.

  • Proactively identify risks and remediate them, e.g., communicate and enforce policy changes.

  • Lead team members by example, demonstrating familiarity with HealthCare Partners’ processes.  Drive vendors and HealthCare Partners’ teams to follow standards and policies.

  • Work with ITSM support team and IT management to drive operational improvements, e.g., reducing time to repair, eliminating recurring incidents, reduce volume of requests fulfilled manually vs. automatically.

  • Establish, implement and enforce standards, procedures and service levels for the Help Desk to ensure that Service Level Agreements (incident, problem, change, configuration, service-level-improvement, reporting, monitoring incident responsiveness, etc.) are met.

  • Fulfill service requests, e.g., laptop provisioning, employee onboarding, as escalated.

  • Resolve escalated incidents as identified. Coach ITSM Manager and Engineers to become more self-sufficient, therefore resolving user issues faster.

  • Participate in testing lifecycle, including evaluation and identification of potential problem areas and making the appropriate recommendations.



Include other significant responsibilities needed to accomplish job purpose/goals that are performed on a daily or infrequent basis.


  • Liaise with Enterprise Architecture, Business Technology Solutions and Information Technology Governance and Special Projects to coordinate delivery solutions. 

  • Cultivate, disseminate and enforce Information Technology policies, procedures and best practices, ensuring all Information Technology methodology and processes (Project Management, System Development Life Cycle (SDLC) and Change Management including Release Management) are followed.

  • Broad-based experience with a variety of infrastructure technology platforms, including Applications Hosting platforms, data-center services, Server/OS technologies, Networking, Voice/Telephony; DB technologies, etc.

  • Participate in Business Continuity and Disaster Recovery Plan planning, drills, data back-up, recovery and reconciliation testing.

  • Attend technical trainings to stay up-to-date on business and technical trends and new technologies. 

  • Perform other duties as assigned and needed. 



  • Bachelor’s Degree in Computer Science or a related field or an equivalent combination of education and industry related work experience required.

  • Two plus (2+) years of experience working in Information Technology with experience in building a services organization, including vendor providers, remote workforce management, desktop engineering, mobile engineering and supply management.

  • Demonstrate experience in leading, managing and implementing enterprise level solutions with a strong customer service mentality and ability to work in a fast paced and dynamic environment.  Proven experience in successfully delivering infrastructure to support demanding business time lines and quality standards.

  • Demonstrate logical approach to problem solving and high-level analytical capabilities including an attention to detail and an understanding of business processes and dependencies.                                                                                           

  • Work within a change management framework that incorporates distinct development, test, and production environments, solution promotion and deployment processes, as well as solution testing and defect management.

  • Demonstrate knowledge of technology concepts in an enterprise Information Technology environment.

  • Demonstrate ability to communicate professionally in a corporate environment, work in cross-functional collaborative teams and implement organizational change management, as well as, meet deadlines, mentor, share knowledge.

  • Ability to organize and structure a growing inventory of application assets, and be able to convey the overall context of the environment/solution.

  • Demonstrate experience in participating in work with limited supervision, showing creativity, innovation, motivation, initiative and professionalism. Excellent interpersonal, analytical, written and verbal communication skills.  

  • Demonstrate understanding and sensitivity to multi-cultural values, beliefs, and attitudes of both internal and external contacts.

  • Demonstrate appropriate behaviors in accordance with the organization’s vision, mission and values.

Job ID: IP132
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