Salem Health
Location
Salem Hospital, 890 Oak Street SE, Salem, OR 97301 Department: Information Services Position Type: Full Time, 40 hours/week, Exempt Schedule: 8:00 am - 4:30 pm, Monday - Friday, rotating responsibility for 24/7 on-call Your role with us
Salem Health is seeking a dynamic and collaborative leader to manage our Information Services Solutions Center; the critical entry points for technology support and organizational communications which includes both the Service Desk and Switchboard teams. This role is responsible for driving operational excellence, ensuring outstanding customer service, and fostering a culture of engagement and accountability. As Manager, you will set strategic direction, establish and monitor key performance indicators, and lead initiatives that improve efficiency and enhance the patient, clinician, and staff experience. Leading two supervisors with a collective team of over 45, you will champion Lean practices, manage budgets, and guide the team through continuous improvement efforts with a focus on building trust, developing talent, and creating clear communication that empowers staff. This is more than a technical leadership role; it’s an opportunity to shape the culture of a team that serves as the voice and lifeline of Salem Health. If you’re passionate about developing people, solving complex challenges, and making a measurable impact on patient care through technology, we invite you to lead the way. What you'll do
Lead Service Desk and Switchboard Operations: Set and communicate strategic goals, manage daily operations, and respond to escalations including staff concerns, project barriers, and customer issues. Drive Performance and Accountability: Define and monitor key performance indicators (KPIs) aligned with standards; coach teams to make metrics visible and actionable. Champion Lean Practices: Implement Lean tools and visibility boards, facilitate team huddles, and lead continuous improvement initiatives. Manage Projects and Intake Processes: Oversee assigned projects from initiation to completion, ensuring timely documentation, escalation, and resolution. Control Budgets and Resources: Forecast and track operating and capital expenses, adjusting as needed to meet financial targets. Develop People and Culture: Build trust through consistent engagement, provide career development opportunities, and maintain a positive, inclusive work environment. Recruit, Train, and Mentor: Support supervisors and frontline staff through coaching, training plans, and clear expectations. Collaborate Across the Organization: Partner with IS managers and other leaders to align priorities, manage on-call schedules, and support organizational initiatives. What we're looking for
Strong project management and process improvement skills. Ability to analyze complex issues and implement effective solutions. Excellent communication skills, including the ability to simplify complex information for diverse audiences. Proficiency in Microsoft Office and ability to create clear, professional presentations. Empathetic and approachable, with a focus on building trust and engagement. Skilled at repairing culture and sustaining accountability. Collaborative and adaptable, with a commitment to on-site presence and occasional on-call responsibilities. Required qualifications
Bachelor's degree. Five years of information services and/or healthcare experience. Two years of leadership experience. Additional information
Master's degree preferred. Two years of call center experience preferred. Why Salem Health?
Salem Health is a Top Workplace in Oregon, known for fostering a supportive culture where your contributions truly matter. As an award-winning, independent health care system, we serve our region through Salem Hospital, multiple community clinics, and West Valley Hospital, ensuring broad access to high-quality care. We believe in empowering our teams. Through Lean principles, staff help drive innovation and solve real problems. We also invest in your growth with professional development, tuition assistance, and clear career pathways. At Salem Health, you’ll find more than a job, you’ll find purpose, connection, and room to thrive. Salem Health Hospitals and Clinics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, genetic information, or any other status or condition protected by law. Salem Health Hospitals and Clinics is committed to providing access, equal opportunity, and reasonable accommodation for applicants. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact my.recruiter@salemhealth.org.
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Salem Hospital, 890 Oak Street SE, Salem, OR 97301 Department: Information Services Position Type: Full Time, 40 hours/week, Exempt Schedule: 8:00 am - 4:30 pm, Monday - Friday, rotating responsibility for 24/7 on-call Your role with us
Salem Health is seeking a dynamic and collaborative leader to manage our Information Services Solutions Center; the critical entry points for technology support and organizational communications which includes both the Service Desk and Switchboard teams. This role is responsible for driving operational excellence, ensuring outstanding customer service, and fostering a culture of engagement and accountability. As Manager, you will set strategic direction, establish and monitor key performance indicators, and lead initiatives that improve efficiency and enhance the patient, clinician, and staff experience. Leading two supervisors with a collective team of over 45, you will champion Lean practices, manage budgets, and guide the team through continuous improvement efforts with a focus on building trust, developing talent, and creating clear communication that empowers staff. This is more than a technical leadership role; it’s an opportunity to shape the culture of a team that serves as the voice and lifeline of Salem Health. If you’re passionate about developing people, solving complex challenges, and making a measurable impact on patient care through technology, we invite you to lead the way. What you'll do
Lead Service Desk and Switchboard Operations: Set and communicate strategic goals, manage daily operations, and respond to escalations including staff concerns, project barriers, and customer issues. Drive Performance and Accountability: Define and monitor key performance indicators (KPIs) aligned with standards; coach teams to make metrics visible and actionable. Champion Lean Practices: Implement Lean tools and visibility boards, facilitate team huddles, and lead continuous improvement initiatives. Manage Projects and Intake Processes: Oversee assigned projects from initiation to completion, ensuring timely documentation, escalation, and resolution. Control Budgets and Resources: Forecast and track operating and capital expenses, adjusting as needed to meet financial targets. Develop People and Culture: Build trust through consistent engagement, provide career development opportunities, and maintain a positive, inclusive work environment. Recruit, Train, and Mentor: Support supervisors and frontline staff through coaching, training plans, and clear expectations. Collaborate Across the Organization: Partner with IS managers and other leaders to align priorities, manage on-call schedules, and support organizational initiatives. What we're looking for
Strong project management and process improvement skills. Ability to analyze complex issues and implement effective solutions. Excellent communication skills, including the ability to simplify complex information for diverse audiences. Proficiency in Microsoft Office and ability to create clear, professional presentations. Empathetic and approachable, with a focus on building trust and engagement. Skilled at repairing culture and sustaining accountability. Collaborative and adaptable, with a commitment to on-site presence and occasional on-call responsibilities. Required qualifications
Bachelor's degree. Five years of information services and/or healthcare experience. Two years of leadership experience. Additional information
Master's degree preferred. Two years of call center experience preferred. Why Salem Health?
Salem Health is a Top Workplace in Oregon, known for fostering a supportive culture where your contributions truly matter. As an award-winning, independent health care system, we serve our region through Salem Hospital, multiple community clinics, and West Valley Hospital, ensuring broad access to high-quality care. We believe in empowering our teams. Through Lean principles, staff help drive innovation and solve real problems. We also invest in your growth with professional development, tuition assistance, and clear career pathways. At Salem Health, you’ll find more than a job, you’ll find purpose, connection, and room to thrive. Salem Health Hospitals and Clinics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, genetic information, or any other status or condition protected by law. Salem Health Hospitals and Clinics is committed to providing access, equal opportunity, and reasonable accommodation for applicants. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact my.recruiter@salemhealth.org.
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