IT Service Delivery Lead — Client Focus & SLA Excellence

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

Job summary

Altera Digital Health is seeking an IT Service Management (Service Desk/Desktop Support) leader in Colorado. The role focuses on delivering responsive IT services to a hospital client, balancing service quality with account profitability and strong client relationships.

Applicants should have 5+ years of IT experience (2–3 in senior roles), proficiency with ITSM platforms (ServiceNow/Remedy), and a bachelor's degree.

Qualifications

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

Responsibilities

• Lead day-to-day IT services for the client hospital, including service desk and desktop support.
• Align service delivery with account revenue and margin goals.
• Build and nurture client relationships, addressing issues to maintain trust.
• Monitor risks and escalate to maintain operational stability.
• Lead and support high-performance teams to meet milestones and foster motivation.
• Identify gaps and drive process improvements, automation and end-to-end use cases.
• Oversee around-the-clock support processes with emphasis on SLA/OLA commitments.

Skills

Tier 1 troubleshooting

Citrix

Active Directory

Desktop/Office environments

ITSM platforms

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Job description

Altera Digital Health is seeking an IT Service Management (Service Desk/Desktop Support) leader in Colorado. The role focuses on delivering responsive IT services to a hospital client, balancing service quality with account profitability and strong client relationships.

Applicants should have 5+ years of IT experience (2–3 in senior roles), proficiency with ITSM platforms (ServiceNow/Remedy), and a bachelor's degree.