IT Service Delivery & End User Operations Manager

Position Summary

The Manager, IT Service Delivery & End User Operations provides strategic and operational leadership for enterprise IT support services across the health system. This role is responsible for leading end-user support operations, IT service delivery governance, operational process maturity, and continuous improvement initiatives while ensuring reliable, secure, and high-quality technology services for clinical and business operations.

Key Responsibilities

• Lead enterprise IT support operations including Help Desk, desktop support, endpoint services, and operational service coordination across hospital and clinic locations

• Establish accountability for service delivery performance, SLA attainment, escalation management, and customer satisfaction metrics

• Oversee incident, request, problem, and change management processes across IT operational teams

• Coordinate major incident response activities, outage communications, operational recovery efforts, and root cause analysis

• Develop operational dashboards, KPI reporting, trend analysis, and executive-level service reporting

• Ensure operational consistency and standardized support processes across all facilities and departments

• Support mission-critical clinical and operational technologies including Epic, clinical workstations, WOWs (Workstations on Wheels), printers, badge authentication systems, mobile devices, and endpoint peripherals

• Partner with clinical leadership and operational departments to ensure technology services support patient care workflows and clinician efficiency

• Coordinate operational support activities for hospitals, clinics, therapy services, and administrative departments

• Ensure support processes minimize disruption to patient care operations and maintain high availability standards

• Support operational readiness initiatives related to healthcare compliance, accreditation, and audit requirements

• Lead AI, automation & operational modernization initiatives including implementation and adoption of AI-enabled IT support capabilities, workflow automation, and operational analytics

• Drive self-service initiatives including knowledge management, user enablement resources, automation workflows, and service catalog optimization

• Collaborate with engineering and infrastructure teams to modernize endpoint provisioning, patch management, software deployment, and operational workflows

• Evaluate emerging AI and automation technologies that enhance service quality, operational scalability, and workforce efficiency

• Promote a data-driven and automation-first operational culture across support services

• Own and mature ITSM processes and platform utilization including ServiceNow governance and workflow standardization

• Drive continuous service improvement initiatives using operational metrics, trend analysis, and user feedback

• Ensure operational processes align with cybersecurity standards, compliance requirements, and audit readiness objectives

• Improve visibility into service health, recurring issues, operational risks, and performance trends

• Provide leadership, coaching, mentoring, and performance management for support personnel and team leads

• Foster a culture of accountability, professionalism, collaboration, innovation, and customer service excellence

• Develop career growth pathways and succession planning opportunities within IT operations

• Lead organizational change initiatives and operational communication efforts

• Promote collaboration across Infrastructure, Networking, Security, Applications, and Clinical Informatics teams

Required Qualifications

• Bachelor’s degree in Information Technology, Healthcare Informatics, Business Administration, or related field, or equivalent experience considered

• Minimum of 5 years of progressive IT operations, service delivery, or end-user support leadership experience

• Strong knowledge of IT Service Management (ITSM) principles including Incident, Problem, Change, and Request Management

• Experience managing enterprise Help Desk/Desktop Support operations in complex environments

• Experience with ServiceNow or comparable ITSM platforms

• Strong analytical, organizational, leadership, and communication skills

• Experience leading operational process improvement and service optimization initiatives

Preferred Qualifications

• Experience within healthcare, hospital systems, or regulated environments

• Familiarity with Epic support environments and clinical operational workflows

• Experience with AI-enabled IT operations, automation platforms, and workflow optimization technologies

• Experience with endpoint management platforms such as Microsoft Intune, SCCM, KACE, Absolute, SolarWinds, or ManageEngine

• ITIL certification or equivalent operational governance experience

• Experience supporting hybrid infrastructure and cloud-based operational environments