IT Services Lead (Project Management)
Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for IT Sevices Lead in Anaheim, CA.
The IT Services Lead serves as the primary escalation point for all IT service-related concerns and is responsible for coordinating and facilitating tasks to ensure high-quality IT service delivery across the organization. This role oversees the smooth execution of IT initiatives, organizational projects, and day-to-day IT services while delivering actionable insights through reports and dashboards.
The IT Services Lead is responsible for tracking and reporting on key performance indicators (KPIs) related to IT services, ensuring SLAs are met consistently across the department. By analyzing performance metrics and trends, this role drives continuous improvement in IT service delivery. The IT Services Lead works closely with IT managers, teams, and stakeholders to align services with business needs while maintaining compliance with regulatory standards.
At PPOSBC, we understand the importance of a well-rounded benefits program and are dedicated to providing you with unique benefits that meet the needs of you and your family. We are proud to offer a range of plans that help protect you in the case of illness or injury including:
- A competitive benefits package including medical, dental, and vision coverage for you and eligible dependents, life insurance, and long term disability.
- Benefits coverage starts after one full month of employment!
- Generous vacation, sick, and holiday benefits!
- Generous 401(k) matching contributions and more!
- To view our detailed benefits guide, please visit our career site at www.pposbccareers.org
Responsibilities
Essential Functions: Essential functions encompass the required tasks, duties, and responsibilities performed as part of the job and the reason the job exists.
The IT Services Lead position encompasses a broad range of responsibilities that include overseeing IT service delivery, providing technical and operational leadership, and ensuring alignment with organizational goals.
Service Delivery Oversight
- Oversee all IT service delivery activities, including help desk operations and other IT services, ensuring timely resolution of requests and incidents within defined SLAs.
- Take ownership of escalated tickets and coordinate resolution with 2nd and 3rd level support teams.
- Act as the primary point of escalation for complex issues requiring cross-departmental or vendor involvement.
- Monitor SLA compliance across IT services, identifying trends and addressing service gaps proactively.
- Create and deliver dashboards and performance reports on help desk productivity and overall IT service performance to leadership.
Team Leadership and Coordination
- Oversee and guide the Help Desk team, ensuring alignment with organizational IT goals and objectives.
- Train IT staff on new processes, workflows, and tools to improve service delivery and operational efficiency.
- Coordinate efforts across teams for project-related tasks, ensuring effective communication and timely delivery.
- Foster a culture of continuous improvement, encouraging feedback and innovation within the team.
Technical Support and Problem-Solving
- Provide lead-level technical support for desktop, virtual machines, and mobile devices, including imaging, deploying, and managing Windows, macOS, and other standard environments.
- Perform first and second-level troubleshooting for hardware, software, and network-related issues, escalating to higher levels as needed.
- Investigate and escalate application issues, including data discrepancies and functionality errors for deployed software, including EHR systems like eClinicalWorks.
- Manage account access and permissions, including Windows Active Directory and related applications.
- Troubleshoot and escalate network connectivity issues such as Ethernet, TCP/IP, VPN, WAN/LAN, WLAN, and firewall troubleshooting.
User Support and Customer Service
- Provide application support to end-users, including Microsoft Office Online Suite, email clients, browsers, and other standard applications.
- Maintain a high standard of customer service, ensuring user needs are met with professionalism and efficiency.
- Communicate effectively with stakeholders to keep them informed of the status of escalations, projects, and IT service delivery.
- Support the onboarding process, including setting up and deploying new workstations, peripherals, and standard applications for new employees.
Process Improvement and Documentation
- Develop and maintain IT service delivery documentation, including workflows, escalation paths, and troubleshooting guides.
- Identify opportunities for process improvements to enhance efficiency and quality of IT services.
- Ensure all IT service processes comply with regulatory standards, such as HIPAA, PCI, and PII.
Technical Operations Support
- Configure and troubleshoot email clients, mobile devices, and web-based applications.
- Manage and support PC and Mac hardware, printers, scanners, and other peripherals.
- Provide technical support for conference room audio-visual systems and digital signage.
- Coordinate setup and deployment of Cisco Call Manager phones and similar communication systems.
Key Competencies
- Excellent analytical and troubleshooting skills, with the ability to systematically break down complex problems and identify solutions.
- Strong organizational and multitasking abilities to manage multiple priorities and deliver results under pressure.
- Demonstrated ability to work collaboratively across diverse teams and build effective working relationships.
- Excellent written and verbal communication skills, with the ability to translate technical information into non-technical terms for end-users.
- Ability to work independently, take initiative, and adapt to changing priorities.
Non-Essential Functions:
- Other duties as assigned.
CORE COMPETENCIES – WE CARE:
- Welcoming: Anticipates customer requirements and gives high priority to customer satisfaction and service. Handles problems quickly and efficiently. Maintains a pleasant, positive and professional approach. Embraces opportunities to help team members, stakeholders, and other departments.
- Equitable: Creating equitable access and opportunity for all through education, practicing inclusive behavior, elevating others' voices, creating spaces for honest conversation, and listening without judgment. Values and uplifts our collective diversity within in our agency.
- Confidential: Respects the information shared by our patients, employees, and vendors and maintains appropriate confidentiality. Follows all policies and laws that protect private & privileged information.
- Accessible: Is available and approachable to others, open-minded, fair and non-defensive. Appreciates constructive feedback and is a team player. Demonstrates good listening skills.
- Respectful: Values diversity and treats everyone with dignity and courtesy. Dependable and courteous of other people's time and commitments.
- Empathetic: Demonstrates interest and understanding in other people's feelings, attitudes and reasoning. Maintains an open and non-judgmental demeanor that is patient, flexible, and understanding.
Qualifications
Minimum Education:
- Bachelor's Degree in a relevant field such as Information Technology, Computer Science, Management Information Systems, Business Administration, or a related discipline.
Preferred Qualifications:
- ITIL (Information Technology Infrastructure Library) certification or similar credential in IT service management.
- Additional certifications such as Project Management Professional (PMP), Certified Scrum Master (CSM), or other project/service management-related certifications.
Minimum Work Experience:
- 5+ years of experience in IT service delivery, IT operations, or IT support roles with a demonstrated track record of success in resolving escalations and managing service-level agreements (SLAs).
- 2+ years in a leadership or coordination role, such as team lead, supervisor, or project manager, responsible for managing tasks, facilitating cross-functional collaboration, or driving service improvements.
Preferred Work Experience:
- Experience creating and managing reports and dashboards for tracking service performance metrics and SLAs.
- Experience working in environments with regulatory requirements (e.g., HIPAA, PCI, PII).
- Familiarity with service management frameworks such as ITIL and experience using incident and ticket management systems (e.g., ServiceNow, Jira, or similar).
- Background in coordinating IT tasks within multi-location or distributed environments.
Agency Standard Requirements:
- Strong commitment to quality healthcare and excellent customer service is required.
- Must thrive in a fast-paced, rigorous environment with changing priorities.
- Ability to meet deadlines and work under pressure.
- Must demonstrate high-level computer skills, including Microsoft Word, Excel, and Outlook.
- Electronic medical records experience.
- This position requires travel to other sites and locations; if using a personal vehicle to meet this requirement, a valid CA driver's license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.
- Abortion patients are cared for at each of our health centers and in part through the administrative, support, and other non-clinical services provided at all PPOSBC locations and by all PPOSBC employees, and supporting these critical services is an essential job duty and fundamental responsibility of all employees.
Other Requirements:
- Effective coordination and organizational skills to manage IT service delivery tasks, escalations, and reporting requirements.
- Strong commitment to service excellence in IT operations and delivering high-quality support to stakeholders.
- Exceptional communication skills with the ability to interpret issues and requests clearly, providing a positive and professional experience for all users.
- Proven analytical and problem-solving abilities, including the ability to break down complex issues systematically, identify root causes, and implement solutions.
- Ability to manage multiple priorities simultaneously, stay organized, and perform well under pressure in a lead capacity.
- Strong leadership, judgment, and critical-thinking skills to drive initiatives and resolve escalations effectively.
- Ability to collaborate with diverse teams and stakeholders, fostering a culture of inclusivity and partnership.
