Mgr IT Technical Services

Job description

Overview
Manager IT Field Support Services
Full Time, 80 Hours Per Pay Period, Day Shift
Covenant Health Overview:
Covenant Health is the region’s top-performing healthcare network with 10 hospitals, outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times.
Position Summary:
Provides enterprise leadership for the compute, virtualization, storage, and backup platforms that host clinical, business, integration, and infrastructure workloads. The manager is accountable for platform availability, capacity, lifecycle, security, recoverability, automation, and technical standards across on-premises and approved hosted or cloud environments.
Responsibilities
Compute and Virtualization Platforms
• Owns engineering and operations for physical servers, virtualization, hyperconverged infrastructure, operating system platforms, clustering, high availability, and supporting management tools.
• Establishes reference architectures, build standards, configuration baselines, capacity thresholds, placement practices, and lifecycle roadmaps for production and nonproduction workloads.
• Coordinates patching, firmware, vulnerability remediation, certificate management, privileged administration, and platform hardening with cybersecurity and application owners.
• Drives automation, orchestration, standardized provisioning, configuration management, and self-service capabilities where appropriate.
• Oversees performance analysis, demand forecasting, licensing, hardware maintenance, and removal of unsupported infrastructure.

Enterprise Storage and Data Protection
• Owns block, file, and object storage services, including performance, capacity, replication, snapshots, ransomware-resilient capabilities, tiering, and lifecycle management.
• Owns enterprise backup platforms and operational backup services, including policy administration, job monitoring, exception management, immutable protection, off-site or isolated copies, and restoration support.
• Partners with application, database, cybersecurity, data center, and disaster recovery teams to translate business requirements into recoverability, retention, replication, and restoration designs.
• Regularly validates backup success, restoration procedures, recovery dependencies, and evidence required for audits and risk management.
• Maintains clear accountability between backup operations, disaster recovery orchestration, application recovery, and business continuity.

Service Management and Leadership
• Leads incident, problem, change, release, and capacity management for platform services and serves as executive escalation for significant availability or data protection events.
• Manages engineering standards, technical documentation, inventories, ownership records, support runbooks, maintenance windows, and operational metrics.
• Builds a multi-year investment roadmap and manages capital and operating budgets, contracts, licensing, support agreements, vendor performance, and professional services.
• Leads workforce planning, hiring, coaching, cross-training, succession planning, and a sustainable on-call model.
• Coordinates infrastructure readiness for application implementations, acquisitions, migrations, data center changes, and cloud or hosted service adoption.

Other Responsibilities
• Participates in an on-call leadership rotation and responds to significant service disruptions outside normal business hours.
• Local travel among system facilities may be required.
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

Qualifications
Minimum Education:
Bachelor’s degree in information technology, computer science, engineering, or a related field, or an equivalent combination of education and relevant experience.
Minimum Experience:
Seven or more years of progressive experience in enterprise compute, virtualization, storage, or backup, including at least three years leading technical staff or a major platform service. Demonstrated experience supporting highly available production platforms in a complex, multi-site environment required. Experience with capacity planning, lifecycle management, infrastructure automation, patching, vulnerability remediation, and restoration operations as well as managing budgets, contracts, vendors, licensing, and enterprise infrastructure projects.
Licensure Requirement:
Employee must have a valid Tennessee driver’s license Class D and state mandated minimum insurance coverage. Driving record must meet Covenant Health minimum standards at the date of hire and throughout employment tenure.