Associate Manager IT Service Delivery

Harris Computer Corp.; Charlotte (NC); Presencial; USD 50.000 - 80.000; Jornada completa

Descripción de la vacante

Harris Computer in Charlotte, NC is seeking an IT Service Management Leader to oversee service desk and desktop support operations, ensuring high-quality incident response and SLA compliance.

The role emphasizes client relationship stewardship, risk oversight, and staff coaching to build high-performance teams and continuous process improvement across Citrix, Active Directory, and desktop environments.

Formación

• 5+ years of relevant ITSM experience in service delivery.
• 2-3 years at senior level or equivalent leadership.
• 2 years of information technology management experience (Preferred).
• Bachelor's degree preferred.

Responsabilidades

• Lead day-to-day IT service management and service desk operations.
• Support account profitability by aligning delivery with revenue and margin goals.
• Build and maintain client relationships and address issues proactively.
• Monitor risks and escalate appropriately to maintain stability.
• Coach and develop high-performance teams and ensure milestones are met.
• Drive process excellence, workflow modeling, and end-to-end use cases.
• Manage around-the-clock Tier 1/2 workflows with strong SLA/OLA focus.
• Lead teams across Citrix, Active Directory, and desktop/office environments using ITSM platforms.

Educación

Bachelor's Degree (Preferred)

Herramientas

ServiceNow

Remedy

Citrix

Active Directory

Desktop/Office Environments

Tier 1/2 Support

Descripción del empleo

Key Responsibilities – 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 ExpertiseProven 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 ServiceNow, Remedy, and similar tools, ensuring efficient service operations and incident management.

Leadership & Talent Development (For Roles with Direct Reports)

• 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 reftain 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)

Working Conditions

Shift Hours

• Standard shift working – Monday – Friday, within 8:00 AM – 7:00 PM EST.

Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.

Salary range: $50,000–$80,000.