Healthcare IT Service Delivery Lead

Harris Computer; North Carolina; Hybrid; USD 50.000 - 80.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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).

Aufgaben

• 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.

Kenntnisse

IT Service Management

Leadership

SLA / OLA management

Client Relationship Management

Risk Management

Process Improvement

Ausbildung

Bachelor's Degree (Preferred)

Tools

ServiceNow

Remedy

Citrix

Active Directory

Desktop/Office support

Jobbeschreibung

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.