Team Lead healthcare IT

Job Summary

We are seeking a dynamic and experienced Manager - IT Customer Service to lead the IT

support function within a healthcare environment. The role is responsible for delivering

exceptional IT support to internal users (doctors, nurses, administrative staff, and

management) while ensuring high availability, security, and compliance of clinical and non-

clinical IT systems.

The ideal candidate will combine strong technical leadership, customer service excellence,

and deep understanding of healthcare operations and regulatory requirements.

Key Responsibilities

• Lead and manage a team of IT Support Engineers, Helpdesk Analysts, and Service

Desk professionals.

• Oversee the end-to-end IT service delivery process, including incident, problem,

change, and request management.

• Ensure timely resolution of IT issues impacting clinical workflows, patient care

systems (HIS, EMR/EHR, PACS, LIS, RIS), and business applications.

• Implement and maintain ITIL-based service management processes tailored to

healthcare needs.

• Monitor and maintain SLAs, KPIs, and service performance metrics; drive continuous

improvement.

• Manage relationships with key stakeholders across clinical, administrative, and

support departments.

• Ensure strict compliance with healthcare regulations including HIPAA, NABH,

NDHM, and data privacy laws (DPDP Act).

• Coordinate with infrastructure, application, and cybersecurity teams for seamless

service delivery.

• Oversee asset management, hardware/software inventory, and vendor coordination for

IT support services.

• Develop and deliver IT training programs for end-users on new systems and best

practices.

• Prepare and present regular service performance reports to senior IT and hospital

leadership.

• Manage major incidents and coordinate communication during system outages or

upgrades.

• Drive digital transformation initiatives focused on improving user experience and

operational efficiency.

Qualifications & Experience

Education:

• Bachelor's degree in Computer Science, Information Technology, or related field

(Master's preferred).

• ITIL Foundation / ITIL 4 certification is mandatory.

Experience:

• 5–8 years of overall IT experience with at least 2–3 years in a managerial role

handling IT Customer Service / Service Desk.

• Minimum 3–5 years of experience in the Healthcare / Hospital / Pharma industry

(mandatory).

• Proven experience supporting clinical applications (HIS, EMR, PACS, etc.) and

hospital operations.

Required Skills & Competencies

• Strong leadership and team management skills.

• Excellent customer service orientation with the ability to handle high-pressure

situations calmly.

• Deep knowledge of healthcare workflows and clinical systems.

• Proficiency in ITSM tools ( Manage Engine, Jira Service Management, Freshservice,

etc.).

• Understanding of IT infrastructure (Networks, Servers, Cloud, End-user computing).

• Strong communication, interpersonal, and stakeholder management skills.

• Analytical and problem-solving abilities with a focus on root cause analysis.

• Ability to work in a 24x7 environment and manage on-call rotations when required.

Preferred Attributes

• Experience in multi-specialty hospitals or large healthcare chains.

• Knowledge of medical devices integration and IoT in healthcare.

• Familiarity with cloud platforms (Azure/AWS) and cybersecurity best practices in

healthcare.