Manager, IT Service Delivery

Responsibilities

• Ensure effective L2/3 support, hardware standards, mobile device management, and timely refresh cycles.
• Oversee ITSM process improvements and ServiceNow enhancements.
• Prioritize automation and self-service tools to streamline workflows and reduce manual efforts.
• Align IT processes with ITIL best practices.
• Maintain reliable uptime, rapid recovery, and risk mitigation during system updates or disruptions.
• Manage escalations and maintain strong stakeholder relationships.
• Balance service continuity, compliance, and business needs.
• Resolve high-impact service disruptions and complex end-user technology issues.
• Identify root causes and coordinate cross-team solutions.
• Implement long-term strategies to prevent future incidents.
• Identify inefficiencies in ITSM processes, including gaps in incident, change, and problem management.
• Streamline workflows to improve response times and service quality.
• Address issues related to 24x7x365 monitoring and disaster recovery.
• Optimize monitoring coverage and ensure robust disaster recovery processes.
• Proactively engage with stakeholders to resolve critical issues.
• Maintain service continuity and align IT support with business need.

Requirements

• Talking or hearing essential to communicate with patients and staff preferred.
• Excellent communication skills; read, speaks, and writes English fluently preferred.
• Bilingual Skills Preferred.

Qualifications

• Required Experience: 3 years or more of experience as a desktop support manager will be accepted in lieu of the required degree, or 10 years of desktop support experience will be accepted in lieu of the required degree.
• Required Experience: in desktop support delivery and/or end-user support management.
• Required Experience: in managing multiple desktop support teams and customers across multiple locations and regions.
• Required Experience: in installation or maintenance tasks, configuring laptops, desktops, video-conference rooms, and related software.
• Required Experience: in performance characterization and software optimization techniques.
• Required Experience: in troubleshooting issues with AD, GPOs, Windows OS, healthcare applications, and multi-factor authentication.
• Required Experience: in planning and executing technology requirements for office relocations and expansions.
• Required Experience: in baselining, developing, and reporting SLAs and KPIs for ongoing services.
• Preferred Experience: in the Healthcare industry.

Skills

• Windows OS, XenApp, Xendesktop, Citrix, and Windows Performance Analyzer (WPA) tools.
• Installation or maintenance tasks, configuring laptops, desktops, video-conference rooms, and related software.
• Performance characterization and software optimization techniques.
• Planning and executing technology requirements for office relocations and expansions.
• Baselining, developing, and reporting SLAs and KPIs for ongoing services.
• Supporting and providing concise updates to C-level executives and senior leaders.

Benefits

Salary range: $92,955.20 - $153,358.40

Schedule

Not specified