IT Service Delivery Lead - Service Desk & Desktop Support

Altera Digital Health Inc.; Charlotte (NC); On-site; USD 50,000 - 80,000; Full time

Job summary

Altera Digital Health Inc. in Charlotte, NC seeks an IT Service Management lead to oversee Service Desk and Desktop Support operations. You will drive responsive IT services, manage client relationships, and monitor risk while guiding a high-performing team.

The role emphasizes process improvement, incident management via ITSM tools (ServiceNow, Remedy), and alignment with revenue and margin goals. Bachelor's degree preferred, 5+ years experience, and 2+ years in IT management are expected.

Qualifications

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

Responsibilities

• Lead day-to-day IT service delivery for the client hospital across technical and application support.
• Manage Tier 1 and Tier 2 workflows with a focus on SLA/OLA commitments.
• Build strong client relationships and monitor risk with timely escalation.
• Develop and coach high-performing teams and optimize processes end-to-end.

Skills

Team leadership

IT operations

SLA management

Process improvement

Education

Bachelor's Degree

Tools

ServiceNow

Remedy

Job description

Altera Digital Health Inc. in Charlotte, NC seeks an IT Service Management lead to oversee Service Desk and Desktop Support operations. You will drive responsive IT services, manage client relationships, and monitor risk while guiding a high-performing team.

The role emphasizes process improvement, incident management via ITSM tools (ServiceNow, Remedy), and alignment with revenue and margin goals. Bachelor's degree preferred, 5+ years experience, and 2+ years in IT management are expected.