IT Service Delivery Lead: Support Operations & Escalations

CommunityCare HMO Inc.; Tulsa (OK); On-site; USD 90,000 - 130,000; Full time

Job summary

CommunityCare seeks a Manager of IT Service Delivery to lead both frontline and advanced technical support, ensuring timely resolution of operational issues and strong collaboration with Engineering, Data Engineering, Architecture, and Product teams.

You will own SLA performance, guide onboarding, and expand service ownership, building training, knowledge management, and escalation processes to deliver reliable IT services across healthcare operations.

Qualifications

• Experience leading frontline and advanced technical support teams.
• Strong knowledge of ITIL/ITSM and SLA management.
• Excellent communication and facilitation skills.
• Demonstrated ability to build training programs and documentation.
• Prior experience in healthcare or regulated data environments preferred.

Responsibilities

• Lead day-to-day operations of the IT Service Delivery team, including help desk and advanced support functions.
• Define target-state scope for advanced technical support: enterprise applications, data-modification support, and incident follow-up.
• Manage SLA performance and ticket-queue health across Service Delivery; monitor escalation volume.
• Serve as primary escalation point for complex issues to minimize disruptions with Engineering teams.
• Oversee training, documentation, and knowledge-management practices.
• Identify recurring activities and transition operational ownership from engineering to IT Service Delivery.
• Monitor ticket volume, aging, and risk; report to IT leadership.

Skills

ITIL/ITSM knowledge

Leadership

Communication

Training program development

Escalation management

Education

Bachelor's degree in IT or related field

ITIL Foundation certification

Tools

Jira Service Management

Job description

CommunityCare seeks a Manager of IT Service Delivery to lead both frontline and advanced technical support, ensuring timely resolution of operational issues and strong collaboration with Engineering, Data Engineering, Architecture, and Product teams.

You will own SLA performance, guide onboarding, and expand service ownership, building training, knowledge management, and escalation processes to deliver reliable IT services across healthcare operations.