Manager, IT Service Delivery

The Manager, IT Service Delivery is responsible for overseeing key functions within the IT department that ensure the delivery of high-quality service to end users.

• Ensure effective L2/3 support, hardware standards, mobile device management, and timely refresh cycles.
• Oversee ITSM process improvements and Service Now enhancements.
• Prioritize automation and self-service tools to streamline workflows and reduce manual efforts.
• Align IT processes with ITIL best practices.
• Ensure enterprise monitoring, disaster recovery planning, and change management practices.
• Maintain reliable uptime, rapid recovery, and risk mitigation during system updates or disruptions.
• Manage escalations and maintain strong stakeholder relationships.
• Balance service continuity, compliance, and business needs.
• Resolve high-impact service disruptions and complex end-user technology issues.
• Identify root causes and coordinate cross-team solutions.
• Implement long-term strategies to prevent future incidents.
• Identify inefficiencies in ITSM processes, including gaps in incident, change, and problem management.
• Streamline workflows to improve response times and service quality.
• Address issues related to 24x7x365 monitoring and disaster recovery.
• Optimize monitoring coverage and ensure robust disaster recovery processes.
• Proactively engage with stakeholders to resolve critical issues.
• Maintain service continuity and align IT support with business need.
• Talking or hearing essential to communicate with patients and staff preferred.
• Excellent communication skills; read, speaks, and writes English fluently preferred.
• Bilingual skills preferred.

• 3 years or more of experience as a desktop support manager will be accepted in lieu of the required degree.
• 10 years of desktop support experience will be accepted in lieu of the required degree.
• Experience in desktop support delivery and/or end-user support management.
• Extensive experience managing multiple desktop support teams and customers across multiple locations and regions.
• Experience with windows os, xenapp, xendesktop, citrix, and windows performance analyzer (wpa) tools.
• Experience with installation or maintenance tasks, configuring laptops, desktops, video-conference rooms, and related software.
• Experience in performance characterization and software optimization techniques.
• Experience troubleshooting issues with ad, gpos, windows os, healthcare applications, and multi-factor authentication.
• Experience in planning and executing technology requirements for office relocations and expansions.
• Experience in baselining, developing, and reporting slas and kpis for ongoing services.
• Experience in supporting and providing concise updates to c-level executives and senior leaders (preferred).
• Experience in the Healthcare industry (preferred).

12401 Washington Blvd.

.40

Days