Manager Field Services

Job Title: Manager Field Services

Location: RWJ - Oceanport

Department Name: IT&S Service Management

Req #: 0000223670

Status: Salaried

Shift: Day

Pay Range: $121,749.00 - $171,970.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview:

Reporting to the Regional Field Service Director of IT Service Management, The Field Service Manager handles leading and coordinating Field Service Analysts across assigned sites or regions.

This role ensures exceptional customer support, operational excellence, and alignment with IT Service Management ITSM practices.

The manager drives performance, fosters accountability, and partners closely with other IT teams to deliver reliable technology that supports patient care and business operations.

Qualifications:

Bachelor s degree in Information Technology, Computer Science, or related field or equivalent experience

7+ years of IT service delivery experience, including 2+ years in a leadership or supervisory role

Excellent communication, relationship-building, and problem-solving skills,

Preferred:

IT leadership or project management experience implementing information systems and/or large-scale and complex enterprise-wide initiatives

Certifications and Licenses Required:

Valid NJ Driver s License

Essential Functions:

Leadership & Team Development

• Lead, coach, and develop Field Service Analysts to deliver consistent, high-quality support across all assigned sites,
• Build a culture of accountability, collaboration, and continuous improvement aligned with RWJBH values and ASPIRE principles.
• Foster engagement, professional growth, and cross-training within and across IT disciplines.
• Partner with the Field Services Director to define performance goals, staffing needs, and succession planning.

Communication & Responsiveness

• Collaborate with the IT Division to find areas for improvement and implement processes and procedures to support the IT Division
• Model professional, prompt communication and acknowledging requests, emails, and Teams messages promptly
• Ensure transparency and follow-through on all inquiries and escalations
• Lead daily Field Service Huddles to improve communication, teamwork, and advocacy for the Field Services staff
• Promote a no-surprise culture where partners and team members are kept informed of progress and next steps

Operations & Service Delivery

• Oversee daily IT field operations including incident resolution, hardware lifecycle management, and technology deployments
• Ensure adherence to ITSM processes incident, request, change, and asset management
• Ensures adheres to ITAM process and policy
• Ensures adheres to all policies and procedures for managing offline assets
• Maintain operational readiness and continuity for clinical systems, workstations, and devices
• Drive service quality and response metrics, finding trends and implementing corrective actions
• Implement and oversee par levels for critical IT equipment and supplies

Customer Partnership

• Serve as a trusted IT partner to clinical, administrative, and support departments
• Communicate proactively with hospital leadership, ensuring transparency and collaboration on technology initiatives
• Translate technical issues into business impact and prioritize accordingly

Security & Compliance

• Ensure all access, provisioning, and device management aligns with RWJBH security policies and regulatory requirements
• Knowledge of specific security and data protection policies HIPAA, PII, etc.
• Partner with IT Security to manage risk and support audit readiness
• Champion safe practices and awareness throughout the field services organization

Innovation & Modernization

• Support infrastructure modernization, hardware refreshes, and new technology deployments
• Promote standardization and simplification of processes and tools to enhance agility and reduce downtime
• Partner with Engineering, Clinical Informatics, and Epic teams to implement technology that enhances care delis
• Maintain exact inventory, documentation, and lifecycle plans for all supported assets

Technology

• Experience with VDI/IGEL/Imprivata implementation and support
• Communication and collaboration tools: Experience working Microsoft 365 suite Teams, SharePoint, Outlook, Excel, PowerPoint
• ServiceNow: Experience working with ServiceNow for incident, requests, trend data, and issue tracking
• Endpoint management: Experience working with endpoint management systems
• Mobile Device Management: Experience working with a mobile device management platform
• Hardware: Laptops, Desktops, Thin Clients, and Peripherals
• Network Basics: Switches, routers, and wireless access points

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job,
• Duties, responsibilities and activities may change at any time with or without notice

Interested in learning more about our IT&S team? Check out this video from our leadership team!

Benefits and Perks:

At RWJBarnabas Health, our employees are at the heart of everything we do. Driven by our Total Wellbeing promise, our market-competitive offerings include comprehensive benefits and resources to support our employees’ physical, emotional, financial, personal, career, and community wellbeing. These benefits and resources include, but are not limited to:

Paid Time Off including Vacation, Holidays, and Sick Time
Retirement Plans
Medical and Prescription Drug Insurance
Dental and Vision Insurance
Disability and Life Insurance
Paid Parental Leave
Tuition Reimbursement
Student Loan Planning Support
Flexible Spending Accounts
Wellness Programs
Voluntary Benefits (e.g., Pet Insurance)
Community and Volunteer Opportunities
Discounts Through our Partners such as NJ Devils, NJ PAC, and Verizon
….and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer
#LI-SK1

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

RWJBarnabas Health is an Equal Opportunity Employer