IT Regional Customer Support Manager

The IT Regional Customer Service Manager leads regional IT customer service, relationship management, and service delivery coordination across assigned hospitals, clinics, affiliate sites, and regional operations. The manager serves as the primary connection between regional leadership and Information Technology, ensuring that customer needs, operational risks, service issues, and technology priorities are clearly understood, appropriately prioritized, and followed through to resolution. This position is accountable for maintaining strong stakeholder relationships, coordinating cross-functional support, managing escalations, monitoring service performance, and driving continuous improvement in the regional customer experience. The manager translates technical issues and changes into clear business language, advocates for regional needs, and ensures consistent communication before, during, and after incidents, projects, system changes, and technology deployments. The role provides leadership to assigned staff and partners closely with IT Operations, Service Desk, End User Support, Applications, Network, Telecommunications, Information Security, Clinical Informatics, enterprise project teams, and vendors. The manager supports standardized, reliable, and customer-focused technology services that enable patient care, workforce productivity, operational continuity, and the strategic growth of the health system. Essential Job Functions • Customer Relationship and Regional Leadership Serves as the primary IT relationship and customer service leader for assigned regional and affiliate sites, maintaining regular contact with executives, operational leaders, providers, and department stakeholders. Conducts scheduled leadership check-ins, site visits, rounding, and service reviews to understand priorities, communicate status, identify risks, and strengthen accountability. Represents regional customer needs in IT leadership, governance, demand, project, and service-management discussions. Builds trust through responsive communication, visible ownership, professional follow-through, and clear escalation pathways. • Service Delivery and Escalation Management Oversees the regional customer support experience from initial request through resolution, ensuring ownership, coordination, communication, and closure. Monitors incidents, service requests, aging tickets, recurring issues, service-level performance, and leadership-visible concerns; intervenes when progress or communication does not meet expectations. Coordinates cross-functional resolution involving IT Operations, Service Desk, End User Support, Applications, Network, Telecommunications, Security, vendors, and operational leaders. Leads communication and follow-up for urgent or high-impact incidents, including impact clarification, status updates, escalation, restoration coordination, and post-incident customer follow-up. • People Leadership and Operational Management Provides day-to-day leadership, direction, coaching, workload prioritization, and performance management for assigned staff. Participates in recruitment, onboarding, scheduling, mentoring, performance evaluations, corrective action, and staff development in partnership with IT leadership and Regional . Establishes team expectations for responsiveness, documentation, customer service, professionalism, policy compliance, and timely escalation. Aligns staff capacity and regional coverage with operational demand, project schedules, site priorities, and business continuity needs. • Projects, Change, and Operational Readiness Coordinates regional involvement in technology projects, system changes, upgrades, implementations, and new-site integrations. Partners with project leaders and technical teams to identify affected stakeholders, operational impacts, communication needs, training requirements, readiness risks, and post-go-live support. Communicates outages, maintenance windows, process changes, and technology impacts in clear, audience-appropriate language. Supports change and release management by confirming regional readiness, tracking unresolved issues, and ensuring post-implementation follow-through. • Performance, Process Improvement, and Governance Develops and reviews service measures, customer feedback, ticket trends, recurring incidents, escalation patterns, and regional support demands. Identifies service gaps, workflow barriers, and opportunities for standardization, automation, education, or process improvement. Prepares concise updates for IT and regional leadership regarding service performance, risks, decisions, priorities, and corrective actions. Ensures assigned work follows organizational policies, IT standards, privacy and security requirements, contract obligations, and established service-management processes. • Financial, Vendor, and Administrative Coordination Supports regional technology planning, budgeting, quotes, purchasing coordination, invoicing, licensing, contract-related workflows, and documentation as assigned. Coordinates with vendors and internal teams to resolve service issues, clarify responsibilities, and support regional projects and renewals. Assists regional leaders in navigating the appropriate processes for technology requests, demand intake, projects, equipment, access, and support services. Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance. Performs all other duties as assigned or as needed to meet the needs of the department/organization.