Associate Manager IT Service Delivery

Harris Computer Corp.; Colorado Springs (CO); Presencial; USD 50.000 - 80.000; Jornada completa

Descripción de la vacante

Altera Digital Health seeks an IT Service Management leader to oversee Service Desk and Desktop Support. You will drive day-to-day IT services, manage client relationships, and align delivery with financial goals, while maintaining strong risk oversight and team performance.

The role requires 5+ years in IT service management, 2+ years in management, and a Bachelor's degree (preferred). Standard hours with salary range disclosed below.

Formación

• Bachelor's degree preferred.
• 5+ years IT service management experience.
• 2–3 years at the senior level or equivalent experience.
• 2 years experience in information technology management (Preferred)

Responsabilidades

• Lead day-to-day IT service management operations to deliver high-quality IT support across technical and application domains.
• Align service delivery with corporate revenue and margin goals to support account profitability.
• Build and nurture strong client relationships and proactively address issues to reinforce trust.
• Continuously monitor risks and ensure timely escalation to maintain operational stability.
• Foster a high-performance team environment with clear objectives, onboarding, feedback, and career development.
• Identify gaps and opportunities for process improvements; model workflows for automation and end-to-end use cases.
• Manage 24/7/365 IT and application support processes with a focus on SLA/OLA commitments.

Conocimientos

ITSM

Service Desk

Citrix

Active Directory

Desktop Support

Educación

Bachelor's Degree Preferred

Herramientas

ServiceNow

Remedy

Descripción del empleo

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 retain 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.