Sr. Manager, IT Support Services

About the role

The Senior Manager, IT Support Services is responsible for ensuring the effective delivery of IT services to both internal and external clients. This leadership position oversees the Service Desk, NOC/SOC, and Healthcare Medical Devices Support teams, which are dedicated to providing reliable technology services. A key focus of this role is to drive the transformation of My Eye Dr .’s support services by integrating Artificial Intelligence and enhancing observability tools.

These initiatives are designed to strengthen the effectiveness of both onshore and offshore support teams and to identify opportunities for automation to ensure consistent and high-quality service delivery.

In this capacity, you will oversee daily technology support operations across more than 900 My Eye Dr . locations, serving over 7,000 employees. Your responsibilities include leveraging deep expertise in IT Service Management (ITSM) processes across both traditional and modern cloud environments. Proficiency in leading ITSM tools, such as Service Now or Remedy Helix, is essential for this role.

The Senior Manager, IT Support Services reports directly to the Senior Director, Cyber Security and IT Operations. This is a hybrid role, offering a flexible work arrangement out of either our Raleigh, NC or Vienna, VA offices with an in-office requirement of two days per week.

• Lead the Service Desk and Healthcare Clinical Devices Support teams while coordinating effectively with both internal and external stakeholders.
• Ensure the delivery of IT services meets agreed-upon standards, quality, and operability, as defined in Service Level Agreements (SLAs).
• Lead daily operations of a service-focused organization, handling 300+ daily support requests, comprised of Incident s, Service Requests, Problem Management, and Asset Management.
• Utilize AI within ITSM processes to reduce MTTR, improve first-contact resolution, and drive proactive incident and problem management through automation and analytics.
• Ensure customer satisfaction by monitoring service desk and clinical support performance metrics.
• Leverage AI‑driven automation within ITSM practices to improve service reliability, reduce manual effort, and support continual service improvement initiatives.
• Participate in Change and Release Management across legacy and cloud environments.
• Provide leadership and guidance to foster skill development and career growth for your team members.
• Serve as a key collaborator and maintain robust relationships with internal teams and vendors.
• Lead the procurement of clinical equipment, budget tracking, and collaboration with key stakeholders to ensure efficient service delivery.
• Lead key Managed Service Providers (MSPs) to ensure effective service delivery.
• Coordinate organization-wide communications during major incidents and outages.
• Develop and implement methods to enhance processes and workflows for continuous improvements.
• Promote the adoption of automation for routine tasks and processes.

• 8+ years leading onshore and offshore service desk, NOC/SOC and support teams utilizing Modern Cloud and Legacy environments.
• Servant leadership and customer first mindset required.
• Strong hands-on execution and experience across a multitude of technologies and stakeholder groups.
• Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences.
• Experience in a multi-location retail environment required.
• Healthcare and medical devices experience, a plus.
• Exceptional attention to detail.
• Demonstrated experience in bringing structure into unstructured environments.
• Good working knowledge either through experience or formal training in multiple layers of the technology stack.
• Working knowledge of business and financial principles.
• Can-do attitude, find creative solutions where necessary, and follow-through.
• Ability to work in a dynamic and fast-paced environment.
• Experience with HIPAA/HITECH, PCI DSS, US Data and Privacy Regulations.

• Career Development and Training Opportunities
• Participate in a comprehensive benefits package including medical and dental coverage, tax-free…