Program Manager, IT Customer Support Services Department, Baptist Medical IT Data Center

Job Summary

Program Manager, IT Customer Support Services Department, Baptist Medical IT Data Center

The End User Device Program Manager will lead the strategy, lifecycle management, deployment, and optimization of end-user devices across a large healthcare system. This is a critical role required to ensure clinicians, administrative staff, and support teams have reliable, secure, and efficient access to the technology they need to deliver quality patient care

The End User Device Program Manager will manage large-scale device environments, driving continuous improvement and delivering measurable outcomes in performance, compliance, and user satisfaction. As the program manager, you will lead cross-functional initiatives to standardize and improve device configurations, streamline deployment processes, and enhance support models. You will collaborate closely with IT operations, cybersecurity, procurement, and business stakeholders to ensure endpoint solutions are cost-effective, scalable, and secure. This leader will also be expected to work in partnership with clinical and operational teams to ensure all endpoint technologies are aligned with organizational goals and user experience expectations. Ultimately, this leader demonstrates a steadfast commitment to exceptional customer service, supporting end-users and clinical staff effectively and respectfully

For more than 25 years, health care consumers have named Baptist Health the "most preferred healthcare provider" in the region. At Baptist Health, we are proud to be local, providing multigenerational care to our community. We are the hospital Jacksonville trusts most. Our employees can take pride in their Baptist badge, knowing the impact they make on their friends, family, and neighbors. Baptist was recently recognized by Forbes magazine as one of America's top employers for diversity.

Baptist Health offers competitive pay & comprehensive benefits packages as well as opportunities for professional growth & advancement. At Baptist Health, we provide an exceptional employment experience where team members can bring their authentic selves and belong to a larger purpose together. By fostering connections with our team members and our community, we offer a fulfilling and personal career.

As a Program Manager, you will be responsible for:

• Responsible for planning, overseeing, and monitoring multiple related projects within their assigned technology stack; ensuring Baptist Health has a robust and dynamic enterprise architecture that supports the integration and evolution of IT and business strategy.
• Organizing various programs and activities to improve company efficiencies, building long-term goals for company projects and developing program and project budgets.
• Drive change across the department to adapt and align Baptist Health's technical/systems architecture with its business needs, including defining new ways of applying technology.
• Continue to mature these architectural standards as needed to drive overall IT environment maturity. Works closely with EA Leadership Team to proactively research and bring new ideas to implement relevant new and emerging technologies, processes, and best practices that can improve the performance of IT and the organization more broadly.
• Lead the effort to regularly gather, document, and validate ideas for improvement and innovation from end users through focus groups and interviews. Create and socialize business cases that include analyses of potential value and identification of impact on existing architecture and business processes.
• Work in an integrated, cross-functional fashion with relevant client teams. Engage as needed with external 3rd party vendors.
• Monitor and report on endpoint performance metrics, incident trends, and user satisfaction.
• Drive continuous improvement in device provisioning, imaging, patching, and support workflows.
• Manage inventory, asset tracking, and lifecycle planning for endpoint devices across multiple facilities.

This Program Manager will be located at Baptist Jacksonville. If you are interested in this full-time opportunity, please apply now or andrew.foran@bmcjax.com

Education Required

Bachelor's Degree

Education Preferred

Master's Degree

Experience

• 3-5 Years Product Management Required
• Relevant equivalent experience in lieu of a Bachelor's Degree
• 5+ years of experience in endpoint management, IT infrastructure, or related roles preferred 
• Strong knowledge of Windows, macOS, iOS, and Android device ecosystems preferred 
• Experience with enterprise device management platforms (e.g., Intune, SCCM, JAMF) preferred 
• Experience with service management platforms (e.g. ServiceNow) preferred 
• Familiarity with healthcare IT environments, including EMR/EHR systems and clinical workflows. Epic experience is preferred
• Understanding of cybersecurity principles and compliance frameworks (HIPAA, NIST, etc.) preferred

License and Certification

• Agile Certified Practitioner Preferred
• Project Management Professional (PMP) Preferred
• Certified - EPIC Preferred
• Disciplined Agile Scrum Master (DASM) Preferred

Location

Location Overview

Baptist Health, founded in 1955, is North Florida’s most comprehensive health care system and the area’s only non-profit, mission-driven, locally governed health care provider. Baptist Health has over 200 points of care throughout the Northeast Florida region, including our six award-winning hospitals: Baptist Medical Center Jacksonville, Wolfson Children’s Hospital, Baptist Medical Center Beaches, Baptist Medical Center Clay, Baptist Medical Center Nassau and Baptist Medical Center South. The most preferred health care system in the region, Baptist Health also includes 57 primary care offices, as well as home health, behavioral health, pastoral care, rehabilitation services, occupational health and urgent care.