Manager of IT Service Delivery

Corporate HQ
777 Lowndes Hill Rd
Building 1
Greenville, SC 29607, USA

Annual Compensation Range: $130,000 - $140,000 annually | Full‑Time | Benefits Eligible

Profession: Information Technology (IT) Leadership / Healthcare

Location: Onsite – Greenville, SC

Travel: May require up to 10% travel to hospitals and vendor sites. Participation in on‑call support, after‑hours escalations, scheduled maintenance windows, outage response, and emergency response activities may be required.

Are you a hands‑on IT leader passionate about delivering exceptional technology services, driving operational excellence, and developing high‑performing teams? We are seeking a Manager, IT Service Delivery to lead daily IT operations, infrastructure services, and end‑user support while ensuring outstanding service delivery across the organization.

In this highly visible leadership role, you will oversee Infrastructure and Help Desk/Desktop teams, manage escalations, optimize service performance, and collaborate with business and technology stakeholders to support a modern enterprise environment that includes Microsoft 365, Azure, AWS, Windows, MacOS, Fortinet networking, telecommunications, cloud services, and endpoint technologies.

If you’re an experienced IT operations leader who thrives in fast‑paced environments, enjoys solving complex technical challenges, and is passionate about team development and customer satisfaction, we’d love to hear from you.

• Manage day‑to‑day Infrastructure and Help Desk/Desktop operations, including incidents, service requests, ticket queues, SLAs, escalations, scheduling, and resource allocation.
• Ensure reliable support for Windows and Mac environments, Microsoft 365, Azure, AWS, networking, telecommunications, cloud platforms, and endpoint technologies.
• Serve as the primary escalation point for critical service disruptions, VIP support issues, and operational incidents.
• Coordinate after‑hours support, maintenance activities, emergency response efforts, and on‑call coverage.

• Oversee infrastructure, cloud, network, storage, endpoint, telecommunications, and audio/visual support services.
• Monitor service performance through KPIs, dashboards, and reporting metrics.
• Lead incident, problem, change, and request management processes using ITSM best practices.
• Ensure operational readiness through monitoring, patching, backup and recovery, asset lifecycle management, and documentation governance.
• Drive continuous service improvement initiatives to enhance reliability, efficiency, and customer satisfaction.

• Recruit, hire, onboard, coach, mentor, and develop Infrastructure and Help Desk professionals.
• Conduct performance reviews, workforce planning, employee development, and corrective action when needed.
• Foster a culture of accountability, collaboration, innovation, customer service, and technical excellence.
• Identify staffing, training, and skill development opportunities to support organizational growth.

• Collaborate with Cybersecurity teams on vulnerability remediation, endpoint security, access management, audit readiness, incident response, disaster recovery, and business continuity initiatives.
• Coordinate vendor relationships, procurement activities, licensing, renewals, and technology refresh programs.
• Support strategic IT initiatives and infrastructure modernization projects.
• Communicate service updates, outage notifications, maintenance schedules, and operational changes to stakeholders across the organization.

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent experience will be considered.
• 5+ years of progressive experience in IT Service Delivery, IT Operations, Infrastructure Support, Help Desk Management, or related technology leadership roles.
• Experience leading and supervising technical teams, including hiring, coaching, performance management, and employee development.
• Working knowledge of ITIL principles and service management processes including Incident, Problem,…