01Problem
The hospital’s IT support was heavily outsourced. Leadership wanted to bring critical infrastructure capabilities in-house to improve service quality, reduce vendor dependency, and build institutional knowledge.
The initial scope was a Tier 3 support team, but the reality on the ground required coverage across a much broader set of domains and physical sites.
02What I did
- Built and direct a Tier 3 systems and data center engineering team covering 8 infrastructure domains: Active Directory, databases, O365, print services, Citrix VDI, virtualization, storage, and data center operations.
- Expanded scope across 5 sites - main campus, research facilities, satellite clinics, and disaster recovery - each with different infrastructure profiles and uptime requirements.
- Retained Kyndryl for Tier 1 help desk and Tier 2 desk-side support, owning the escalation paths, service quality standards, and cost performance on the managed services agreement.
- Held Kyndryl accountable to contracted SLAs, setting the service standards and coverage planning that govern the hybrid in-house/managed model.
03Result
- A Tier 3 team now owns 8 critical infrastructure domains that were previously outsourced.
- Escalation paths and service standards established, giving the hospital direct control over its most critical infrastructure.
- The hybrid model balances in-house expertise with managed coverage, optimized for a 24/7 pediatric environment.