IT Service Delivery Lead - Desk & Support

Harris Computer; Alton (IL); On-site; USD 50,000 - 80,000; Full time

Job summary

Altera Digital Health is seeking an IT Service Management lead to oversee Service Desk and Desktop Support for a client hospital. You will drive day-to-day IT operations, ensure SLA/OLA adherence, manage teams, and align service delivery with business goals.

The role requires 5+ years in IT management with 2+ years in a leadership capacity; a Bachelor's degree is preferred. Standard shift hours are Monday–Friday, 8:00 AM–7:00 PM EST, with salary range $50,000–$80,000.

Qualifications

• 5+ years relevant work experience; 2-3 years at the Senior level or equivalent (Preferred).
• 2 years experience in information technology management (Preferred).
• Shift Hours - Standard shift Monday–Friday, 8:00 AM–7:00 PM EST.

Responsibilities

• Lead day-to-day operations to ensure high-quality IT support across clinical and application domains.
• Contribute to profitability by aligning service delivery with revenue and margin goals.
• Build and nurture strong client relationships and proactively address issues.
• Monitor risks and ensure timely escalation to maintain stability.
• Manage high-performance teams; ensure milestones are met and staff feel supported.
• Identify operational gaps; model processes and drive automation opportunities.
• Oversee 24/7 Tier 1 and Tier 2 support workflows with SLA/OLA emphasis.

Skills

IT leadership

Account management

ITSM platforms

Team management

Citrix support

Active Directory

Desktop support

Education

Bachelor's Degree (Preferred)

Tools

ServiceNow

Remedy

Job description

Altera Digital Health is seeking an IT Service Management lead to oversee Service Desk and Desktop Support for a client hospital. You will drive day-to-day IT operations, ensure SLA/OLA adherence, manage teams, and align service delivery with business goals.

The role requires 5+ years in IT management with 2+ years in a leadership capacity; a Bachelor's degree is preferred. Standard shift hours are Monday–Friday, 8:00 AM–7:00 PM EST, with salary range $50,000–$80,000.