Associate Manager IT Service Delivery

Harris Computer; North Carolina; Híbrido; USD 50 000 - 80 000; Tempo integral

Resumo da oferta

Altera Digital Health in North Carolina seeks an IT Service Management leader to oversee Service Desk and Desktop Support for a hospital client, ensuring responsive, high-quality IT services across technical and application domains. You will align service delivery with client needs and contribute to profitable account management.

Lead Tier 1/2 support, manage a high-performance team, drive process improvements, monitor risks, and ensure SLA/OLA commitments.

Qualificações

• Bachelor's Degree (Preferred).
• 5+ years relevant IT experience; 2-3 years at Senior level (Preferred).
• 2 years in information technology management (Preferred).
• 0-2 years relevant leadership experience (Preferred).

Responsabilidades

• Deliver responsive IT services for a hospital client, across technical and application support.
• Contribute to profitability by aligning service delivery with revenue and margin goals.
• Build and nurture strong client relationships to reinforce trust and satisfaction.
• Monitor risks and ensure timely escalation to maintain operational stability.
• Lead high-performance teams; ensure milestones are met and staff are supported.
• Drive process improvements, automation strategies, and end-to-end use cases.
• Manage around-the-clock support processes with a focus on SLA and OLA commitments.
• Lead Tier 1 troubleshooting across Citrix, Active Directory, and desktop/office environments; ITSM with ServiceNow and Remedy.

Conhecimentos

IT Service Management

Leadership

SLA / OLA management

Client Relationship Management

Risk Management

Process Improvement

Formação académica

Bachelor's Degree (Preferred)

Ferramentas

ServiceNow

Remedy

Citrix

Active Directory

Desktop/Office support

Descrição da oferta de emprego

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 & Experience

• 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

Salary range: $50,000–$80,000.

A global healthcare IT innovator, Altera Digital Health develops and elevates technology to connect and inspire healthier communities. Our platform approach to our solutions is changing the way healthcare is delivered. By keeping the human user at the center of our design methodology, we are supporting caregivers and helping patients meet and exceed their wellness goals. Together, with our clients, we’re driving a new era of healthcare.

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at: [e-mail]

To learn more, visit www.alterahealth.com.

Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.