A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
The Manager of Network Support Services is responsible for all network support activities at the Michigan Medicine Academic Medical Center (AMC) in Ann Arbor, as well as regional locations based in Grand Rapids and Lansing. This includes support for all wired and wireless connectivity, maintaining network availability for clinicians, patients, and guests, lifecycle replacement of depreciated network hardware, maintaining cellular infrastructure, maintaining software levels, and addressing any network security concerns. You will be working closely with other Health Information Technology & Services (HITS) Enterprise Infrastructure teams to deliver cohesive, scalable, and supportable solutions across the enterprise.
In this role, you will be partnering with the HITS Network Architecture group to develop and implement networking solutions that will support the connectivity needs of the entire organization. You will lead the effort to develop and implement sustainable processes that will ensure that the AMC and all regional locations operate using standard support models and practices.
You will establish and guide the cabling and networking standards and reference models that support business objectives and service requirements for new Michigan Medicine locations and major renovation projects. You will partner closely with other HITS teams, ensuring budgeting, procurement, and implementation practices around new construction activities produce results that meet Michigan Medicine requirements and project deadlines.
Health Information Technology & Services plays a role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with technology-related information, products, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management.
Division Overview
At Michigan Medicine, technology plays a critical role in advancing patient care, medical research, and education. We are seeking a strategic and collaborative leader to serve as our Manager of Network Support Services, responsible for leading a key function within the Enterprise Infrastructure (EI) division.
The Enterprise Infrastructure division secures, operates, and evolves the core technology platforms that support Michigan Medicine's Academic Medical Center (AMC) and Regional Health Network (RHN). The AMC is anchored by Michigan Medicine's academic medical center in Ann Arbor, Michigan, while the RHN includes University of Michigan Health-West (UMH-West) in the Grand Rapids region and University of Michigan Health-Sparrow (UMH-Sparrow) in Lansing, Michigan. EI is responsible for the institution's foundational technology infrastructure, including data centers and communication facilities; wired, wireless, and cellular networks; hosting and storage services; and fiber and structured cabling systems. Enterprise Infrastructure works closely with partners across Michigan Medicine, to help ensure technology services remain secure, reliable, scalable, resilient, and cost-effective.
Lead and Develop High-Performing Teams
- Provide leadership, coaching, and direction to the AMC and region Network Support teams.
- Mold the AMC and region Network Support teams into one cohesive group that uses standard processes and approaches to managing customer downtimes, network installations, and technology standards.
- Establish priorities, manage workloads, and ensure delivery of operational commitments and strategic objectives.
- Foster a culture of collaboration, accountability, innovation, and continuous improvement.
- Support employee development through mentoring, performance management, and professional growth opportunities.
Provide Governance and Guidance for Network Support Activities
- Ensure that both AMC and regional Network Support teams serve as a primary intake and engagement point for infrastructure initiatives requiring design, planning, and architectural guidance.
- Partner with AMC/Regional Hospital Facilities and the AMC Medical School Facilities organizations to assess business and technical requirements for facilities-related construction and support projects.
- Create and maintain network standards, reference patterns, roadmaps, and processes to help standardize support between the AMC and the region.
- Participate with the Network Architecture team in network design reviews, technology evaluations, and solution assessments.
- Collaborate with the Unified Device Evaluation Workgroup (UDEW) to ensure that new devices seeking attachment to the Michigan Medicine network are fully vetted.
- Partner with other HITS teams and Facilities groups in the Connected Real Estate process (CRE) to ensure that new construction and major renovation projects are developed, budgeted and implemented properly.
- Collaborate with infrastructure, application, and Technical Service Providers (TSP) to improve delivery efficiency, supportability, operational consistency, and long-term sustainability of technology services.
Foster Cross-Functional Collaboration
- Partner with Enterprise Infrastructure teams, HITS technical teams, business stakeholders, and vendors to support enterprise initiatives.
- Build strong relationships across technical and operational teams to improve planning, execution, and service delivery.
- Promote early engagement and collaborative decision-making across projects and programs.
- Help align technology investments and infrastructure capabilities with organizational priorities.
Manage Financial and Operational Performance
- Develop and manage operational budgets, forecasts, and capital planning activities.
- Provide oversight of contracts, vendor relationships, procurement activities, and service agreements.
- Support long-term technology investment planning through financial analysis and operational reporting.
- Ensure infrastructure services are delivered efficiently and effectively while meeting business objectives.
- Bachelor's Degree in Computer Science, Information Technology, or a related field
- Seven (7) years of professional experience, including at least two (2) years in information technology, service delivery, operations, architecture, or related roles within a complex organization.
- Three (3) years in a managerial/supervisory or team lead role overseeing 5 or more direct reports.
- Experience supporting or managing enterprise network technology services, including infrastructure operations, cellular infrastructure, and network security, or other critical IT services.
- Proven ability to influence without direct authority and build consensus across technical teams and stakeholders.
- Strong communication, presentation, facilitation, and relationship-building skills.
- Master's degree in information technology, Computer Science, Business Administration, or a related field.
- Experience with infrastructure lifecycle management, vendor evaluations, contract management, and participation in RFP processes.
- Experience developing technology budgets, financial forecasts, and cost management strategies.
- Background in network design, implementation, and strategy using Cisco-related products
- Experience in healthcare, academic medical centers, higher educat
