Service Delivery Manager

Service Delivery Manager

We are looking for an experienced Service Delivery Manager to lead end-user support services in Tarrytown, New York. This role is responsible for ensuring dependable technical assistance, strong service performance, and a consistent support experience across a multi-site healthcare environment. The ideal candidate will guide service desk operations, strengthen endpoint support, and work closely with cross-functional teams to resolve issues efficiently and improve service delivery.

Responsibilities:

• Direct daily service desk and end-user computing operations to provide timely, high-quality technical support across multiple locations.
• Oversee ticket workflows, escalation paths, and queue health to maintain service levels and improve response and resolution times.
• Track support metrics and operational performance, using data to identify trends and implement service improvements.
• Partner with infrastructure, security, application support, and business leaders to coordinate effective resolution of user issues and major incidents.
• Manage endpoint support services, including device readiness, user access, and overall reliability of workplace technology.
• Lead knowledge management and problem management efforts by promoting documentation quality and addressing recurring technical issues at the source.
• Coordinate team schedules and coverage plans to ensure consistent support availability and effective resource allocation.
• Support administration and operational use of platforms such as Service Now, Azure Active Directory, Intune, and remote support tools.
• Communicate service updates, incident impacts, and support priorities clearly to stakeholders and site leadership.