IT Service Delivery Lead — Client Success & 24/7 Support

Harris Computer; Muncie (IN); On-site; USD 50,000 - 80,000; Full time

Job summary

Harris Computer is seeking an IT Service Management lead for a hospital client. You will guide day-to-day service delivery across technical and application support, ensuring quality outcomes and client satisfaction.

With 5+ years in ITSM and a Bachelor's degree, you will mentor teams, manage Tier 1–2 workflows, and align efforts with revenue and margins while maintaining strong client relationships.

Qualifications

• Bachelor's degree preferred; 5+ years IT service management experience.
• 2–3 years in senior IT leadership or equivalent.
• Experience managing Tier 1–2 support and client relationships.

Responsibilities

• Lead day-to-day IT services for hospital client across tech and applications.
• Align service delivery with revenue and margin goals.
• Build strong client relationships and address issues proactively.
• Monitor risks and escalate to maintain stability.
• Develop and coach high-performing teams to meet milestones.
• Identify gaps and drive process improvements and automation.
• Oversee 24/7 support processes with SLA/OLA focus.
• Lead Tier 1 troubleshooting across Citrix, AD, desktop/office; use ITSM tools.

Skills

Citrix

Active Directory

Desktop/Office

ITSM platforms

Education

Bachelor's Degree

Tools

ServiceNow

Remedy

Job description

Harris Computer is seeking an IT Service Management lead for a hospital client. You will guide day-to-day service delivery across technical and application support, ensuring quality outcomes and client satisfaction.

With 5+ years in ITSM and a Bachelor's degree, you will mentor teams, manage Tier 1–2 workflows, and align efforts with revenue and margins while maintaining strong client relationships.