Associate Manager IT Service Delivery

Harris Computer; Delaware; On-site; USD 50,000 - 80,000; Full time

Job summary

Harris Computer in Delaware seeks an IT Service Management (Service Desk/Desktop Support) lead to run day-to-day IT services for a hospital client, covering technical and application support while ensuring high-quality service and SLA adherence.

You will mentor Tier 1 staff, coordinate incident management in ITSM tools like ServiceNow or Remedy, and align service delivery with account profitability while managing risks and customer relationships.

Qualifications

• 5+ years relevant work experience; 2-3 years at the Senior level or equivalent (Preferred).
• Leadership experience in IT service management or corporate IT environments.
• Strong collaboration and KPI tracking to improve service delivery.

Responsibilities

• Lead day-to-day IT Service Management and Service Desk operations.
• Manage 24x7 support processes with emphasis on SLA/OLA attainment.
• Build client relationships and oversee proactive risk management.

Skills

Tier 1 troubleshooting leadership

ITSM platforms

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.