Ann & Robert H. Lurie Children's Hospital of Chicago · 3 months ago
IT Field Services Manager
Streeterville, IL
Full-time
Onsite
Mid, Senior Level
$110K/yr - $182K/yr
5+ years expAnn & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care and is the largest pediatric provider in the region. They are seeking an IT Field Services Manager who will be responsible for managing the daily operations of the IT Field Services team, ensuring service standards are met, and improving customer satisfaction.
ChildrenHealth CareHospitalMedical
Responsibilities
Manages the front-line service delivery of the IT Field Services operations
Evaluates IT field Service team daily functions and makes modifications for improvement as needed to ensure services standards are met
Manages the IT field Service team Service Level Agreement (SLA) with Lurie Children’s, and reports outcomes based on service performance and quality; gathers input regarding IM services directly from clients and develops action plans to improve service quality
Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function
Partners with third party Service Desk vendor to proactively identify and resolve customer service issues
Assists in the development of budgets and financial analysis
Works collaboratively with all Information Management (IM) managers to improve daily support service and ensure customer focus and high standards of service quality
Identify technologies which will improve customer satisfaction, reduce cost, or improve efficiency
Establish metrics to measure efficient use of existing systems and resources
Actively monitor team performance to ensure service levels and expectations are being met
Provide leadership/support to ensure projects are staffed appropriately and timelines are met
Ensure staff development plans are created and maintained. Conduct annual performance evaluations
Monitor ongoing staff performance, identify and communicate opportunities for improvement
Work closely with staff to ensure proper escalation of technology issues
Maintain effective on-call schedules to meet business requirements
Author or assist team in the publishing of written requirements and definitions for all aspects of assigned projects
Document assigned business process flows and use-case scenarios
Assigns personnel to various projects, directs their activities, and evaluates their work and ensures timelines and service levels are met
The authority to hire, separate, promote, demote, write and administer performance evaluations
Other job functions as assigned
Qualification
Required
Bachelor's degree or equivalent experience/relevant certification in business management or information systems management required
5+ year's leadership experience managing a team with engineering responsibilities focusing on end user device platforms required
ITIL or formal Service management training required
Excellent customer service skills and relationship management skills
Good strategic and creative thinking skills
Solid interpersonal, written and oral communication skills
Excellent problem solving and reasoning skills
Appropriate interpersonal and conflict resolution skills
Self-motivated, flexible, and able to work in a team environment, while projecting an appropriate business image
Must be able to organize work to meet deadlines as established by the organization
Ability to cope in a fast-paced environment
Capable of leading a working team
Ability to fit in with a diverse, multi-disciplined team
Ability to communicate clearly and concisely through written and verbal communication
Ability to maintain a professional attitude and demeanor in both normal and pressure situations
Capable of leading a technical team and successfully interacting with others at various levels of the organization
Comprehensive experience in analyzing complex functions, procedures and problems to find creative, logical and appropriate solutions required
Ability to identify approaches to solving problems or questions and to know when to seek outside advice
Ability to deliver projects within established standard PMO practices
24 x 7 x 365 support requirements
Available to work after hours and weekends, as required
Benefits
Medical, dental and vision insurance
Employer paid group term life and disability
Employer contribution toward Health Savings Account
Flexible Spending Accounts
Paid Time Off (PTO), Paid Holidays and Paid Parental Leave
403(b) with a 5% employer match
Various Voluntary Benefits
Supplemental Life, AD&D and Disability
Critical Illness, Accident and Hospital Indemnity coverage
Tuition assistance
Student loan servicing and support
Adoption benefits
Backup Childcare and Eldercare
Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members
Discount on services at Lurie Children’s facilities
Discount purchasing program
Company
Ann & Robert H. Lurie Children's Hospital of Chicago
Ann & Robert H. Lurie Children's Hospital of Chicago is the largest pediatric healthcare provider in the region with a 130 year legacy of excellence.
1001-5000 employees
H1B Sponsorship
Ann & Robert H. Lurie Children's Hospital of Chicago has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (23)
2024 (19)
2023 (30)
2022 (16)
2021 (17)
2020 (11)
Funding
Current Stage
Late StageTotal Funding
$13.95MKey Investors
Baby Safety FoundationNational Cancer InstituteAce Hardware
2025-10-07Grant
2024-11-04Grant· $3.7M
2019-09-27Grant· $0.25M
Leadership Team
Audrey Rosenblatt
Director Advanced Practice Anesthesia Services
Recent News
Chicago Tribune
2026-01-22
2025-10-07
Company data provided by crunchbase