Associate Manager IT Service Delivery

Altera Digital Health Inc.; Charlotte (NC); On-site; USD 50,000 - 80,000; Full time

Job summary

Altera Digital Health Inc. in Charlotte, NC seeks an IT Service Management lead to oversee Service Desk and Desktop Support operations. You will drive responsive IT services, manage client relationships, and monitor risk while guiding a high-performing team.

The role emphasizes process improvement, incident management via ITSM tools (ServiceNow, Remedy), and alignment with revenue and margin goals. Bachelor's degree preferred, 5+ years experience, and 2+ years in IT management are expected.

Qualifications

• Bachelor's degree preferred.
• 5+ years relevant work experience; 2-3 years at the Senior level or equivalent.
• 2 years experience in information technology management (Preferred).

Responsibilities

• Lead day-to-day IT service delivery for the client hospital across technical and application support.
• Manage Tier 1 and Tier 2 workflows with a focus on SLA/OLA commitments.
• Build strong client relationships and monitor risk with timely escalation.
• Develop and coach high-performing teams and optimize processes end-to-end.

Skills

Team leadership

IT operations

SLA management

Process improvement

Education

Bachelor's Degree

Tools

ServiceNow

Remedy

Job description

Job Title: IT Service Management (Service Desk/Desktop Support)

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 Expertise

• Proven 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)

Altera Digital Health sets clear expectations for managers to foster team growth and excellence:

• 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.