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Fallon Health IT Manager Enterprise Technology Services - Growing Healthcare Organization in Worcester, Massachusetts


About Fallon Health

Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs. Fallon has consistently ranked among the nation’s top health plans, and is accredited by the National Committee for Quality Assurance for its HMO, Medicare Advantage and Medicaid products. For more information, visit fallonhealth.org.

Position Purpose

The selected Leader will provide oversight for the End User Support team and Operational support services. Will facilitate the maturity of our enterprise Service Desk platform and standardization of process and procedures to provide productivity metrics and service level reporting.

This role will Provide leadership over a qualified team of IT support professionals and end user technology equipment and services such as 1,500+ desktops and phones, 300+ wireless phones, and BYOD management, end user account managment (internal and 3rd party), application management and patching.


  • Create and document service level agreement drafts. Monitor SLA performance for compliance with organizational needs and requirements, including follow-up checks for corrective action.

  • Create and/or put in place metrics for reporting the management and effectiveness of SLAs compared to desired performance.

  • Benchmark all corporate SLAs for IT services with internal and external service providers.

  • Provide recommendations based on analysis of trending information.

  • Oversee continuous service level improvement initiatives associated with core processes and mission-critical systems.

  • Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent SLA activities and developments.

  • Effectively communicate SLA strategies to team members and stakeholders in a timely and clear fashion.

  • Monitor and analyze trends in contractual SLAs in order to make recommendations for the future, and to identify areas for possible savings.

  • Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. Design and enforce request handling and escalation policies and procedures.

  • Track and analyze trends in Help Desk requests and generate statistical reports.

  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

  • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.

  • Oversee the development, implementation, and administration of help desk staff training procedures and policies.

  • Train, coach, and mentor Help Desk Technicians and other junior staff

  • Develop, establish, implement, and enforce supplier and outsourcer guidelines, obligations, and SLAs to the organization.

  • Conduct research on emerging products, services, protocols, and standards in support of and Enterprise Service strategy

  • Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

  • Plan and establish SLAs that support business goals for the entire IT services portfolio throughout the enterprise

  • Determine scope and objectives for all SLAs; deliver techniques, practices, and procedures for SLA formation and administration in a manner that best protects company interests.

  • Assist business unit manager in developing and implementing policies and procedures where SLAs are concerned.

  • Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.

  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Plan and conduct performance appraisals of staff, administer disciplinary action, raises, bonuses, and promotions when necessary


  • University degree or college diploma in the field of information technology or business administration, or an acceptable combination of education and experience.

  • IT Service Management Framework Certification; ITIL v3 or COBIT 5

  • ITIL v3 competencies; Foundation, Service Design and Service Operation

  • Lean Six Sigma (Preferred)

  • 10 years direct work experience as an IT service manager supporting 500+ users, or senior project management capacity, including all aspects of SLA development and execution.

  • Strong familiarity and technical competence with SLA management software and/or applicable systems

  • Solid working knowledge of current IT technologies, including asset management, Virtual computing remote access and user life cycle management Excellent project and process management skills are essential

Location US-MA-Worcester

Posted Date 2 months ago (12/23/2019 4:30 PM)

Job ID 5845

# Positions 1

Category Information Technology