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Manager, IT Infrastructure - EHR Client Services

Department Description: Information Technology (IT) has undertaken a multi-year effort to harmonize IT systems across Beth Israel Lahey Health. IT staff members may have the opportunity to participate in special projects that span Beth Israel Lahey Health as part of this harmonization effort. This position may be assigned to work on special projects, and other job duties, as needed.

Job Location: Boston, Massachusetts

Req ID: 44055BR

Job Summary: This management role is responsible for delivery of IT Infrastructure services across all BILH entities. This individual is a key contributor in the execution of IT Infrastructure services across the enterprise and works with Level 2 Leadership to define and implement operations.
This role is responsible for maintaining all Service Level Agreements and Operations Metrics as defined by IT Senior Leadership and actively participates in change management and root cause analysis for supported services. This role is responsible for managing operations and capital budgets and provides technical and operational leadership to support staff.

Department Specific Job Responsibilities:
  1. As the Epic Client Manager, assists other IS professionals with implementation, installation and maintenance of systems and system components associated with the Epic end-point and server-based applications technologies. 
  2. Fully manages the life-cycle of system hardware, operating systems, and application services.
  3. Manages 7x24x365 support of online production systems and is required to carry a pager and be available during off hours. 
  4. Oversee second and third tier troubleshooting of system failures, operational issues and project requests.  Assist in event management of Epic client issues. 
  5. Works with Application and Project Managers to implement and support vended applications that are hosted in a BILH Data Center or Cloud Provider. 
Essential Responsibilities:
  1. Interacts with all levels of the user community, including senior management and medical staff, and is responsible for knowledge of operational and financial policies and procedures. 
  2. Operationalizes strategies and goals into program and plans. 
  3. Manage complex projects requiring significant planning, technical expertise, change management and manage multiple tasks related to mature technologies and financial applications requiring normal year-to-year-maintenance; contributes advice for group "vision" 
  4. Possess a thorough knowledge and understanding of established IS policies and procedures and to effectively translate operational plans into methods and processes to be used in the delivery of services, technology planning and support to customers and employees. 
  5. Develop operational and service levels and set reasonable expectations for customers that are based on IT policy; State and Federal requirements; technology or resource limitations; and budgetary constraints. 
  6. Lead regular staff meetings at the team/division level in order to communicate, inform and clarify procedures, policy, management directives and performance measurements; focus is generally on month-to-month activities and changes that require complex coordination and are procedure focused. 
  7. Routinely communicates with the Director/Vice President and others as appropriate, regarding department functions and the status of various programs, services, and financial objectives. 
  8. Has the authority to direct and support employees daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews. Direct Reports: More than 7 Indirect Reports: None

  9. Assists in planning, monitoring and/or managing budget in functional area of department.

Required Qualifications:
  1. High School diploma or GED required. Bachelor's degree preferred.
  2. 5-8 years related work experience required and 3-5 years supervisory/management experience required
  3. Advanced technical computer skills as required for technical support specific to functional area and related systems.
  1. Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
  2. Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
  3. Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
  4. Written Communications: Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas.
  5. Oral Communications: Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.
  6. Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
  7. Team Work: Ability to lead collaborative teams for larger projects or groups both internal and external to the Medical Center and across functional areas. Results have implications for the management and operations of multiple areas of the organization.
  8. Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Physical Nature of the Job:
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally
EOE Statement



As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. BILH requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment.

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