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.

Required Skills

KSAs
Ensure effective L2/3 support, hardware standards, mobile device management, and timely refresh cycles.
Oversee ITSM process improvements and ServiceNow 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.

Required Experience

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