Associate Manager IT Service Delivery

About the role

Lead day-to-day IT service management operations for a client hospital, delivering responsive technical and application support across service desk and desktop support functions. This role aligns service delivery with account profitability goals, builds strong client relationships, oversees risk, manages high-performance teams, and drives process excellence within a 24/7 support model encompassing Tier 1 and Tier 2 workflows.

Responsibilities

• Deliver high-quality IT support tailored to the specific needs of the client hospital across both technical and application support domains.
• Contribute to the profitability and financial health of the account by aligning service delivery with corporate revenue and margin goals.
• Build and nurture strong client relationships, proactively addressing issues to reinforce trust and satisfaction.
• Continuously monitor potential risks and ensure timely and appropriate escalation to maintain operational stability.
• Ensure optimal resource utilization and foster an environment where milestones are met and staff feel supported, capable, and motivated.
• Identify operational gaps and improvement opportunities; facilitate process workflow modeling to collaborate on process enhancements, automation strategies, and clearly defined end-to-end use cases.
• Manage and support around-the-clock technical and application support processes — including Tier 1 and Tier 2 workflows — with a strong focus on meeting SLA and OLA commitments.

Technical Expertise

• Proven experience leading a team responsible for Tier 1 troubleshooting across Citrix, Active Directory, and desktop/office environments (not limited to these areas).
• Skilled in ITSM platforms such as ServiceNow, Remedy, and similar tools, ensuring efficient service operations and incident management.

Leadership & Talent Development

For roles with direct reports, Altera Digital Health sets clear expectations for managers to foster team growth and excellence:

• Recruit a diverse and capable team to build a strong talent mix.
• Work closely with individual contributors to identify business challenges, analyze performance gaps, implement creative solutions, and track success through relevant KPIs.
• Accelerate onboarding to ensure new hires are set up for success.
• Communicate clear objectives that empower individuals and align with team goals.
• Assign work strategically to maximize employee strengths and contributions.
• Guide and coach team members through personalized development plans.
• Provide timely, constructive feedback and address underperformance with care.
• Celebrate achievements to retain talent and boost motivation.
• Keep the team informed and connected with business updates and team progress.
• Cultivate a positive team culture that inspires collaboration and pride in shared success.

Qualifications

• Bachelor's Degree (Preferred)
• 5+ years relevant work experience; 2–3 years at the Senior level or equivalent experience (Preferred)
• 2 years experience in information technology management (Preferred)
• 0–2 years relevant leadership experience (Preferred)

Schedule

Standard shift working – Monday through Friday, within 8:00 AM – 7:00 PM EST.

Pay

Salary range: $50,000–$80,000. Actual offer determined based on internal equity, market data, applicant's skills, prior relevant experience, degrees, and certifications.