IT Service Delivery & End User Operations Manager

Our patients are our number one priority! We're committed to giving children back their childhood!

Job Posting

Title:

IT Service Delivery & End User Operations Manager

Location:

Dallas
- Hospital Additional Posting Details:

Monday
- Friday8:00am - 5:00pmAfter hours and weekends as needed

Job Description:

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.

The position combines leadership oversight for the Help Desk, Desktop Support, endpoint operations, and IT service management (ITSM) processes into a centralized operational leadership role. The Manager partners closely with Infrastructure, Applications, Cybersecurity, Clinical Informatics, and business leaders to ensure technology services align with organizational priorities, patient care delivery, cybersecurity requirements, and operational excellence objectives.

This role also serves as a key driver for modernization initiatives through the adoption of AI-enabled support capabilities, automation technologies, operational analytics, self-service strategies, and workflow optimization to improve efficiency, scalability, and the overall end-user experience.

Key Responsibilities IT Service Delivery & Operational Leadership 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

Healthcare Technology Support 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 requirementsAI, Automation & Operational Modernization Lead implementation and adoption of AI-enabled IT support capabilities including virtual agents, intelligent ticket routing, automated ticket summarization, knowledge recommendations, and predictive operational analytics

Identify opportunities to automate repetitive operational tasks and improve service efficiency through workflow automation and endpoint management technologies

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 servicesITSM Governance & Continuous Improvement Own and mature ITSM processes and platform utilization including Service Now governance and workflow standardization

Establish operational standards, escalation procedures, documentation requirements, and service governance controls

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

Leadership & Team Development 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…