Associate Manager IT Service Delivery

Job Title:

IT Service Management (Service Desk/Desktop Support)

• Delivering Responsive & Efficient IT Services
  - Lead day-to-day operations to ensure high-quality IT support tailored to the specific needs of the client hospital, across both technical and application support domains.
• Supporting Account Success
  - Contribute to the profitability and financial health of the account by aligning service delivery with corporate revenue and margin goals.
• Client Relationship Management
  - Build and nurture strong client relationships, proactively addressing issues to reinforce trust and satisfaction.
• Proactive Risk Oversight
  - Continuously monitor potential risks and ensure timely and appropriate escalation to maintain operational stability.
• Empowering & Managing High-Performance Teams
  - Ensure optimal resource utilization and foster an environment where milestones are met and staff feel supported, capable, and motivated.
• Driving Process Excellence
  - 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.
• Support Model Experience
  - 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, but not limited to these areas of technical support. Skilled in ITSM platforms such as Service Now, Remedy, and similar tools, ensuring efficient service operations and incident management.

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. Demonstrated ability to work closely with individual contributors to identify business challenges, analyse 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.

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

Shift Hours
- Standard shift working – Monday – Friday, within 8:00 AM – 7:00 PM EST

Salary range: $50,000–$80,000.

A global healthcare IT innovator, Altera Digital Health develops and elevates technology to connect and inspire healthier communities. Our platform approach to our solutions is changing the way healthcare is delivered. By keeping the human user at the center of our design methodology, we are supporting caregivers and helping patients meet and exceed their wellness goals. Together, with our clients, we’re driving a new era of healthcare.

Altera is an Equal Opportunity/Affirmative Action…