IT Service Delivery Lead – Hospital Desk & Support

Harris Computer; Charlotte (NC); Presencial; USD 50.000 - 80.000; Jornada completa

Descripción de la vacante

Harris Computer in Charlotte, NC is seeking an IT Service Management Leader to oversee service desk and desktop support operations, ensuring high-quality incident response and SLA compliance.

The role emphasizes client relationship stewardship, risk oversight, and staff coaching to build high-performance teams and continuous process improvement across Citrix, Active Directory, and desktop environments.

Formación

• 5+ years of relevant ITSM experience in service delivery.
• 2-3 years at senior level or equivalent leadership.
• 2 years of information technology management experience (Preferred).
• Bachelor's degree preferred.

Responsabilidades

• Lead day-to-day IT service management and service desk operations.
• Support account profitability by aligning delivery with revenue and margin goals.
• Build and maintain client relationships and address issues proactively.
• Monitor risks and escalate appropriately to maintain stability.
• Coach and develop high-performance teams and ensure milestones are met.
• Drive process excellence, workflow modeling, and end-to-end use cases.
• Manage around-the-clock Tier 1/2 workflows with strong SLA/OLA focus.
• Lead teams across Citrix, Active Directory, and desktop/office environments using ITSM platforms.

Educación

Bachelor's Degree (Preferred)

Herramientas

ServiceNow

Remedy

Citrix

Active Directory

Desktop/Office Environments

Tier 1/2 Support

Descripción del empleo

Harris Computer in Charlotte, NC is seeking an IT Service Management Leader to oversee service desk and desktop support operations, ensuring high-quality incident response and SLA compliance.

The role emphasizes client relationship stewardship, risk oversight, and staff coaching to build high-performance teams and continuous process improvement across Citrix, Active Directory, and desktop environments.