IT Service Delivery Lead - Frontline & Advanced Support

CommunityCare, Inc.; Tulsa, Northern (OK, KY); Hybrid; USD 85,000 - 110,000; Full time

Job summary

CommunityCare, Inc. in Tulsa, OK is seeking a Manager IT Service Delivery to lead frontline and advanced support, aligning service delivery with engineering.

You will drive SLA performance, ticket queues, and escalation paths while expanding ownership of application support, data modifications, and incident follow-up.

Candidates should have ITIL knowledge, strong communication, and experience managing teams in healthcare or regulated data environments.

Qualifications

• Bachelor's degree or equivalent in IT service delivery or related field.
• Five+ years in IT service delivery or technical support leadership, with two+ years in people management.
• Healthcare or regulated data environments preferred.

Responsibilities

• Lead day-to-day IT Service Delivery operations, performance, and development of the team.
• Define target-state for advanced technical support: app troubleshooting, data-modification support, triage, and incident follow-up.
• Manage SLA performance and ticket-queue health across Service Delivery.
• Serve as primary escalation point for complex issues affecting engineering, data, architecture, and product teams.
• Oversee training, documentation, and knowledge management to expand advanced support ownership.
• Identify recurring activities and transition ownership from engineering to Service Delivery.
• Monitor ticket volume, aging, and systemic failure patterns for root-cause resolution.
• Manage staffing, scheduling, and coverage for onboarding/offboarding, hardware provisioning, access management.
• Develop collaborative relationships with engineering leadership to define handoff criteria and escalation processes.
• Track Service Delivery performance metrics and report to IT leadership.
• Perform other duties as required.

Skills

ITIL / ITSM

Jira Service Management

Leadership

Communication

Training development

Prioritization

Education

Bachelor's degree in IT / Business or related

ITIL Foundation certification

Tools

Jira Service Management

Job description

CommunityCare, Inc. in Tulsa, OK is seeking a Manager IT Service Delivery to lead frontline and advanced support, aligning service delivery with engineering.

You will drive SLA performance, ticket queues, and escalation paths while expanding ownership of application support, data modifications, and incident follow-up.

Candidates should have ITIL knowledge, strong communication, and experience managing teams in healthcare or regulated data environments.