Join Our Talent Network

View all jobs

Join our Talent Network
back to results

Mgr Field Services / IS Service Delivery

Requisition ID:


Business Unit:

Hartford HealthCare Corp.


Newington, CT

Are you an HHC Employee? Click here to apply



Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details:

Work where every moment matters.

Every day, over 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.

The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.
With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.

Department Description:

The End User Computing team is part of HHC’s System Support Office, responsible for the deployment and management of infrastructure components that enable system-wide, scalable, end-point computing services to end-users. The End User Computing team manages all Microsoft Windows end-points, upgrades, security patching, remote software distribution, and baseline operating system image creation for both physical end-points and virtual desktops. The team works directly with other Technical Services departments, HHC’s acute and ambulatory facilities, and key stakeholders throughout the system on key initiatives and daily support needs.

Position Summary:

  1. Manages a ITS work area or specific support function to ensure that a high quality, cost-effective product or service is delivered by the department in support of Hartford HealthCare's strategic plan, and the function's goals and objectives. 
  2. The Manager is responsible for the completion of their own scheduled and non-scheduled assignments.
  3. The Manager is responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected.
  4. Responsible for the development, coordination and actions of a team of analysts, specialists and associates in support of Information Systems for Hartford HealthCare (HHC). Leads the development and planning of new systems and the maintenance and enhancement of existing systems to include system selection and contracting, cost, benefit analysis, system, performance improvement, implementation and maintenance activities
  5. The ITS Group Lead works under the direction of the ITS Director and will lead support activities across HHC. 
  6. Will coordinate corporate and department projects as assigned 
  7. Will have "On Call" responsibilities as required.

Position Accountabilities:

  1. Reports to the ITS Director
  2. Develop policy and procedures
  3. Lead business unit operations in strategic planning and budgeting -
  4. Lead efforts for HHC in providing tools and services to support and audit compliance efforts to meet state and federal laws.
  5. Performs other duties as assigned.
  6. Plan, evaluate, design, select, develop and maintain information solutions
  7. Recruit, hire and train staff
  8. Escalates incidents and work orders appropriately, when a higher level of technical support is necessary, and verifies those resources have received and understand the request.




  • Bachelor's degree in Computer Science or related field with minimum seven (7) years of related experience.
  • Previous management experience preferred
  • Work experience may substitute for minimum education requirement
  • Ability to maintain records and filing systems
  • Ability to operate various office machines including printers, computers and various software packages
  • Ability to problem-solve, train others and work independently
  • Analytical skills
  • Conflict resolution skills
  • Interpersonal skills
  • Knowledge of Microsoft Office products
  • Organizational, presentation and prioritization skills
  • Process improvement and quality skills
  • Project management skills
  • Written and verbal communication skills
  • Strong analytical, problem-solving and decision making skills which will rely on facts and data required.
  • Must have a current valid driver’s license and ready access to a properly registered and insured motor vehicle.
  • Experience working with BMC Remedy or equivalent ticketing system preferred
  • Healthcare experience preferred
Supervisory/Budget Responsibilities:
  • Approximately four (4) direct reports.
  • The number of direct and indirect reports varies by location
  • Management of funds WITHOUT signatory authority and/or WITHOUT authority to give budget approval. Dollar amount varies by location
Leader Traits:

  • Deliver results with the competence and expertise by teaching others, adapting, and leading change.
    • Gains insight through multiple experiences and development of cross-functional skills
    • Continually strives to increase healthcare competence with industry information
    • Has strategic capacity to sift through complex information and focus on the critical few priorities
    • Courage to take action and get results … fights for growth both internally and externally
    • Able to change and flex quickly as environmental conditions shift and make an impact on system success.
  • Solve business problems as a visionary and innovator with a passion to bring new ideas and create the future.
    • Generates new, creative and unique ideas.
    • Makes fresh connections and has good instincts; an original thinker
    • Viewed as an advocate of innovation in and outside area of competence . . .
    • Curious-minded . . . challenges status quo through ideas and questions
    • Supports an environment in which people can take risks, consistent with integrity, and experiment to achieve results
  • Serve as a relationship builder through communication and system thinking . . . Courage to make tough decisions and stretch people.
    • Strong ability to lead in a matrix environment . . . Integrates others by building bridges across organizational boundaries 
    • Creates a connection with the team through personal involvement and trust … inspires and brings people to perform at a higher level
    • Makes courageous decisions with speed and accuracy … based on best available information
    • Develops and stretches others … provides feedback and coaching. Encourages personal growth, respecting individual and cultural differences
    • Communicates messages clearly and concisely
  • Model internal customer focus through quality service and care for patients and partnering with physicians.
    • Anticipates patient, physician, or employee needs and ensures that they are met … measures processes and performance through their eyes
    • Considers the external impact of hospital and system activities and decisions on patients, physicians, market/industry, government, and community
    • Stays current with Healthcare Industry trends, including competitive analysis, and takes an active role in shaping their clinical or administrative function 
    • Takes action to enhance reputation among all stakeholders … takes pride in HHC
We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.

share this
Recent Jobs Viewed
Recent Job Searches

Hear from our team


We could tell you more, but why not let our team members handle it? Hear what these Hartford HealthCare employees have to say about working here, in their own words.


Search Current Openings