IT Service Delivery Manager

Accentuate Staffing; Raleigh (NC); On-site; USD 80,000 - 110,000; Full time

Job summary

Accentuate Staffing is seeking an IT Service Delivery Manager in Raleigh, NC. This key role will lead and enhance the technology support function, serving both internal users and external clients. The ideal candidate will have hands-on IT experience and a strong understanding of Microsoft environments. Responsibilities include managing service delivery, improving support processes, and guiding team growth. This role offers a unique opportunity to establish consistency and accountability in service delivery.

Qualifications

• Experience in IT support, service desk, or IT operations.
• Ability to lead and manage technical support resources.
• Strong working knowledge of Microsoft environments.

Responsibilities

• Lead day-to-day IT service delivery for users and clients.
• Manage support processes across workplace technology.
• Establish structure around ticket intake and prioritization.

Skills

IT support

Service delivery

Customer service

Communication skills

Microsoft 365

Incident management

Tools

CompTIA

ITIL

ServiceNow

Azure

Job description

Accentuate Staffing is working with a growing organization in the healthcare technology and services space that is hiring an IT Service Delivery Manager to lead and further develop its technology support function. This newly created role will provide dedicated ownership for a support area that serves both internal users and external client contacts. It is an exciting opportunity for someone who enjoys enhancing service delivery, developing practical processes, and becoming a trusted and visible resource across the organization. The ideal candidate will be a hands‑on IT services leader who is comfortable operating as a player/coach in a scaling environment. In this role, you’ll stay close to day‑to‑day support needs while helping establish consistency, accountability, and clearer workflows. We’re looking for someone who is professional, approachable, service‑oriented, and able to make technical information clear and accessible for a variety of users and stakeholders.

Responsibilities

• Lead day‑to‑day IT service delivery for internal users and external client contacts, serving as a reliable point of contact for support needs, application questions, service requests, and issue resolution.
• Manage and improve support processes across workplace technology, device management, onboarding/offboarding, software installation, access management, application support, and general end‑user assistance.
• Help establish structure around ticket intake, prioritization, incident management, change management, service metrics, documentation, and communication standards.
• Provide hands‑on support when needed across Microsoft 365, Exchange, Windows and Mac devices, endpoint tools, user accounts, proprietary applications, telecommunications, and remote workforce technology.
• Partner with internal technical teams, development resources, vendors, and client stakeholders to troubleshoot issues, coordinate resolutions, and communicate updates clearly and professionally.
• Help guide and develop the IT support function while supporting team growth, scalable processes, and consistent service delivery.

Requirements

• Experience in IT support, service delivery, service desk, desktop support, application support, systems administration, or IT operations.
• Prior experience leading, mentoring, or managing technical support resources, with the ability to operate hands‑on in a player/coach capacity.
• Strong working knowledge of Microsoft environments, including Microsoft 365, Windows, Exchange, user administration, endpoint support, and general workplace technology.
• Experience with incident management, change management, support workflows, ticketing systems, service metrics, documentation, or process improvement initiatives.
• Excellent communication and customer service skills, with the ability to support senior stakeholders and explain technical information clearly to a variety of users.
• CompTIA, ITIL, Microsoft, Azure, Lean/Six Sigma, ServiceNow, endpoint management, application support, or healthcare/client‑facing support experience is preferred.