Mid Level IT Support Jobs
Mid level it support jobs go to technicians ready to own helpdesk operations, mentor junior staff, and resolve escalated issues without constant supervision. Openings run across on-site, remote, and hybrid settings in Technology & Software, Staffing & Recruiting, and Consulting & Professional Services, with employers like Ursus, Flatiron Health, and MicroTech Systems hiring at this level now.
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You’ll want to join Billings Clinic for our outstanding quality of care, exciting environment, interesting cases from a vast geography, advanced technology and educational opportunities. We are in the top 1% of hospitals internationally for receiving Magnet® Recognition consecutively since 2006.
And you’ll want to stay at Billings Clinic for the amazing teamwork, caring atmosphere, and a culture that values kindness, safety and courage. This is an incredible place to learn and grow. Billings, Montana, is a friendly, college community in the Rocky Mountains with great schools and abundant family activities. Amazing outdoor recreation is just minutes from home. Four seasons of sunshine!
You can make a difference here.
About Us
Billings Clinic is a community-owned, not-for-profit, Physician-led health system based in Billings with more than 4,700 employees, including over 550 physicians and non-physician providers. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital. Learn more about Billings Clinic (our organization, history, mission, leadership and regional locations) and how we are recognized nationally for our exceptional quality.
Your Benefits
We provide a comprehensive and competitive benefits package to all full- and part-time employees (minimum of 20 hours/week), including Medical, Dental, Vision, 403(b) Retirement Plan with employer matching, Defined Contribution Pension Plan, Paid Time Off, employee wellness program, and much more.
Magnet: Commitment to Nursing Excellence
Billings Clinic is proud to be recognized for nursing excellence as a Magnet®-designated organization, joining only 97 other organizations worldwide that have achieved this honor four times. The re-designation process happens every four years.
Pre-Employment Requirements
All new employees must complete several pre-employment requirements prior to starting.
PMO / OPERATIONS - 100.8732 (BILLINGS CLINIC HOSPITAL)
req13132
Shift: Day
Employment Status: Full-Time (.75 or greater)
Hours per Pay Period: 1.00 = 80 hours every two weeks (Exempt)
Starting Wage DOE
The IT Regional Customer Service Manager leads regional IT customer service, relationship management, and service delivery coordination across assigned hospitals, clinics, affiliate sites, and regional operations. The manager serves as the primary connection between regional leadership and Information Technology, ensuring that customer needs, operational risks, service issues, and technology priorities are clearly understood, appropriately prioritized, and followed through to resolution.
This position is accountable for maintaining strong stakeholder relationships, coordinating cross-functional support, managing escalations, monitoring service performance, and driving continuous improvement in the regional customer experience. The manager translates technical issues and changes into clear business language, advocates for regional needs, and ensures consistent communication before, during, and after incidents, projects, system changes, and technology deployments.
The role provides leadership to assigned staff and partners closely with IT Operations, Service Desk, End User Support, Applications, Network, Telecommunications, Information Security, Clinical Informatics, enterprise project teams, and vendors. The manager supports standardized, reliable, and customer-focused technology services that enable patient care, workforce productivity, operational continuity, and the strategic growth of the health system.
- Customer Relationship and Regional Leadership
Conducts scheduled leadership check-ins, site visits, rounding, and service reviews to understand priorities, communicate status, identify risks, and strengthen accountability.
Represents regional customer needs in IT leadership, governance, demand, project, and service-management discussions.
Builds trust through responsive communication, visible ownership, professional follow-through, and clear escalation pathways.
- Service Delivery and Escalation Management
Monitors incidents, service requests, aging tickets, recurring issues, service-level performance, and leadership-visible concerns; intervenes when progress or communication does not meet expectations.
Coordinates cross-functional resolution involving IT Operations, Service Desk, End User Support, Applications, Network, Telecommunications, Security, vendors, and operational leaders.
Leads communication and follow-up for urgent or high-impact incidents, including impact clarification, status updates, escalation, restoration coordination, and post-incident customer follow-up.
- People Leadership and Operational Management
Participates in recruitment, onboarding, scheduling, mentoring, performance evaluations, corrective action, and staff development in partnership with IT leadership and Regional .
Establishes team expectations for responsiveness, documentation, customer service, professionalism, policy compliance, and timely escalation.
Aligns staff capacity and regional coverage with operational demand, project schedules, site priorities, and business continuity needs.
- Projects, Change, and Operational Readiness
Partners with project leaders and technical teams to identify affected stakeholders, operational impacts, communication needs, training requirements, readiness risks, and post-go-live support.
Communicates outages, maintenance windows, process changes, and technology impacts in clear, audience-appropriate language.
Supports change and release management by confirming regional readiness, tracking unresolved issues, and ensuring post-implementation follow-through.
- Performance, Process Improvement, and Governance
Identifies service gaps, workflow barriers, and opportunities for standardization, automation, education, or process improvement.
Prepares concise updates for IT and regional leadership regarding service performance, risks, decisions, priorities, and corrective actions.
Ensures assigned work follows organizational policies, IT standards, privacy and security requirements, contract obligations, and established service-management processes.
- Financial, Vendor, and Administrative Coordination
Coordinates with vendors and internal teams to resolve service issues, clarify responsibilities, and support regional projects and renewals.
Assists regional leaders in navigating the appropriate processes for technology requests, demand intake, projects, equipment, access, and support services.
Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance.
Performs all other duties as assigned or as needed to meet the needs of the department/organization.
Education
- Bachelor’s degree in information technology, business administration, healthcare administration, computer science, nursing, mathematics, science, or a related field; or an equivalent combination of education and relevant experience.
Experience
- Five years of progressively responsible experience in information technology operations, customer service, service delivery, project or program coordination, or a related field.
- Demonstrated leadership experience involving staff direction, coaching, service accountability, cross-functional coordination, or program management.
- Experience supporting healthcare organizations, regional hospitals, clinics, affiliate relationships, or geographically dispersed operations, preferred.
- Experience with IT service-management tools, customer relationship practices, reporting, service metrics, and Microsoft 365 applications, preferred.
Certifications and Licenses
- ITIL, project management, service management, or related professional certification preferred
- Valid driver’s license and eligibility to operate a vehicle in accordance with organizational policy.
Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered. Employees that require a licensed or certification must be properly licensed/certified and the licensure/certification must be in good standing.
Billings Clinic is committed to being an inclusive and welcoming employer, that strives to be kind, safe, and courageous in all we do. As an equal opportunity employer, our policies and processes are designed to achieve fair and equitable treatment of all employees and job applicants. All employees and job applicants will be provided the same treatment in all aspects of the employment relationship, regardless of race, color, religion, sex, gender identity, sexual orientation, pregnancy, marital status, national origin, age, genetic information, military status, and/or disability. To ensure we provide an accessible candidate experience for prospective employees, please let us know if you need any accommodations during the recruitment process.
You’ll want to join Billings Clinic for our outstanding quality of care, exciting environment, interesting cases from a vast geography, advanced technology and educational opportunities. We are in the top 1% of hospitals internationally for receiving Magnet® Recognition consecutively since 2006.
And you’ll want to stay at Billings Clinic for the amazing teamwork, caring atmosphere, and a culture that values kindness, safety and courage. This is an incredible place to learn and grow. Billings, Montana, is a friendly, college community in the Rocky Mountains with great schools and abundant family activities. Amazing outdoor recreation is just minutes from home. Four seasons of sunshine!
You can make a difference here.
About Us
Billings Clinic is a community-owned, not-for-profit, Physician-led health system based in Billings with more than 4,700 employees, including over 550 physicians and non-physician providers. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital. Learn more about Billings Clinic (our organization, history, mission, leadership and regional locations) and how we are recognized nationally for our exceptional quality.
Your Benefits
We provide a comprehensive and competitive benefits package to all full- and part-time employees (minimum of 20 hours/week), including Medical, Dental, Vision, 403(b) Retirement Plan with employer matching, Defined Contribution Pension Plan, Paid Time Off, employee wellness program, and much more.
Magnet: Commitment to Nursing Excellence
Billings Clinic is proud to be recognized for nursing excellence as a Magnet®-designated organization, joining only 97 other organizations worldwide that have achieved this honor four times. The re-designation process happens every four years.
Pre-Employment Requirements
All new employees must complete several pre-employment requirements prior to starting.
PMO / OPERATIONS - 100.8732 (BILLINGS CLINIC HOSPITAL)
req13132
Shift: Day
Employment Status: Full-Time (.75 or greater)
Hours per Pay Period: 1.00 = 80 hours every two weeks (Exempt)
Starting Wage DOE
The IT Regional Customer Service Manager leads regional IT customer service, relationship management, and service delivery coordination across assigned hospitals, clinics, affiliate sites, and regional operations. The manager serves as the primary connection between regional leadership and Information Technology, ensuring that customer needs, operational risks, service issues, and technology priorities are clearly understood, appropriately prioritized, and followed through to resolution.
This position is accountable for maintaining strong stakeholder relationships, coordinating cross-functional support, managing escalations, monitoring service performance, and driving continuous improvement in the regional customer experience. The manager translates technical issues and changes into clear business language, advocates for regional needs, and ensures consistent communication before, during, and after incidents, projects, system changes, and technology deployments.
The role provides leadership to assigned staff and partners closely with IT Operations, Service Desk, End User Support, Applications, Network, Telecommunications, Information Security, Clinical Informatics, enterprise project teams, and vendors. The manager supports standardized, reliable, and customer-focused technology services that enable patient care, workforce productivity, operational continuity, and the strategic growth of the health system.
- Customer Relationship and Regional Leadership
Conducts scheduled leadership check-ins, site visits, rounding, and service reviews to understand priorities, communicate status, identify risks, and strengthen accountability.
Represents regional customer needs in IT leadership, governance, demand, project, and service-management discussions.
Builds trust through responsive communication, visible ownership, professional follow-through, and clear escalation pathways.
- Service Delivery and Escalation Management
Monitors incidents, service requests, aging tickets, recurring issues, service-level performance, and leadership-visible concerns; intervenes when progress or communication does not meet expectations.
Coordinates cross-functional resolution involving IT Operations, Service Desk, End User Support, Applications, Network, Telecommunications, Security, vendors, and operational leaders.
Leads communication and follow-up for urgent or high-impact incidents, including impact clarification, status updates, escalation, restoration coordination, and post-incident customer follow-up.
- People Leadership and Operational Management
Participates in recruitment, onboarding, scheduling, mentoring, performance evaluations, corrective action, and staff development in partnership with IT leadership and Regional .
Establishes team expectations for responsiveness, documentation, customer service, professionalism, policy compliance, and timely escalation.
Aligns staff capacity and regional coverage with operational demand, project schedules, site priorities, and business continuity needs.
- Projects, Change, and Operational Readiness
Partners with project leaders and technical teams to identify affected stakeholders, operational impacts, communication needs, training requirements, readiness risks, and post-go-live support.
Communicates outages, maintenance windows, process changes, and technology impacts in clear, audience-appropriate language.
Supports change and release management by confirming regional readiness, tracking unresolved issues, and ensuring post-implementation follow-through.
- Performance, Process Improvement, and Governance
Identifies service gaps, workflow barriers, and opportunities for standardization, automation, education, or process improvement.
Prepares concise updates for IT and regional leadership regarding service performance, risks, decisions, priorities, and corrective actions.
Ensures assigned work follows organizational policies, IT standards, privacy and security requirements, contract obligations, and established service-management processes.
- Financial, Vendor, and Administrative Coordination
Coordinates with vendors and internal teams to resolve service issues, clarify responsibilities, and support regional projects and renewals.
Assists regional leaders in navigating the appropriate processes for technology requests, demand intake, projects, equipment, access, and support services.
Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance.
Performs all other duties as assigned or as needed to meet the needs of the department/organization.
Education
- Bachelor’s degree in information technology, business administration, healthcare administration, computer science, nursing, mathematics, science, or a related field; or an equivalent combination of education and relevant experience.
Experience
- Five years of progressively responsible experience in information technology operations, customer service, service delivery, project or program coordination, or a related field.
- Demonstrated leadership experience involving staff direction, coaching, service accountability, cross-functional coordination, or program management.
- Experience supporting healthcare organizations, regional hospitals, clinics, affiliate relationships, or geographically dispersed operations, preferred.
- Experience with IT service-management tools, customer relationship practices, reporting, service metrics, and Microsoft 365 applications, preferred.
Certifications and Licenses
- ITIL, project management, service management, or related professional certification preferred
- Valid driver’s license and eligibility to operate a vehicle in accordance with organizational policy.
Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered. Employees that require a licensed or certification must be properly licensed/certified and the licensure/certification must be in good standing.
Billings Clinic is committed to being an inclusive and welcoming employer, that strives to be kind, safe, and courageous in all we do. As an equal opportunity employer, our policies and processes are designed to achieve fair and equitable treatment of all employees and job applicants. All employees and job applicants will be provided the same treatment in all aspects of the employment relationship, regardless of race, color, religion, sex, gender identity, sexual orientation, pregnancy, marital status, national origin, age, genetic information, military status, and/or disability. To ensure we provide an accessible candidate experience for prospective employees, please let us know if you need any accommodations during the recruitment process.
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Who's Hiring
Top Industries Hiring
- Technology & Software12
- Staffing & Recruiting4
- Consulting & Professional Services3
- Retail2
- Medical Devices2
Mid Level IT Support Jobs: Frequently Asked Questions
How do I get a mid level it support job?
Position yourself around ownership, not just task completion. Highlight specific systems you administered end to end, incidents you resolved independently, and any junior staff you guided. Tailor your resume to show scope, not just duties. Mid level hiring managers want evidence you can handle escalations and reduce ticket volume without hand-holding, so lead with measurable outcomes wherever you can.
Which companies hire mid level it supports?
Companies hiring mid level it supports right now include Ursus, Flatiron Health, and MicroTech Systems, based on current listings on Migrate Mate as of November 2026. Hiring at this level comes from a wide range of employers, including regional enterprises, healthcare networks, financial services firms, and managed service providers that need technicians who can work independently across layered environments.
Are there remote mid level it support jobs?
Yes, though availability varies by role type and employer. About 26% of mid level it support openings are remote or hybrid as of November 2026, with fully remote positions more common in software, SaaS, and managed services companies where infrastructure is cloud-based and on-site presence is less critical for day-to-day support work.
How do I move up to a mid level it support role?
Getting to mid level means going deeper, not just accumulating time. Build hands-on experience with network administration, endpoint management, and ticketing platforms. Take ownership of at least one recurring process or system in your current role. Certifications like CompTIA Network+ or Microsoft's associate-level credentials signal readiness. Employers look for technicians who have solved problems independently and can demonstrate measurable impact on resolution times or system reliability.
Which industries hire the most mid level it supports?
Mid Level it support roles concentrate in Technology & Software, Staffing & Recruiting, and Consulting & Professional Services, based on current listings on Migrate Mate as of November 2026. These sectors tend to run complex, distributed IT environments with large user bases, which creates consistent demand for mid level technicians who can own tier-two support queues and contribute to infrastructure projects beyond basic troubleshooting.