IT Service Delivery Manager: Service Desk Lead

Harris Computer; Lorida (FL); Sur place; USD 50 000 - 80 000; Plein temps

Résumé du poste

Altera Digital Health is seeking an IT Service Management leader to oversee Service Desk and desktop support for a client hospital. You will manage day-to-day IT services, ensure SLA/OLA goals are met, and lead a cross-functional team across Citrix, AD, and desktop environments.

The role emphasizes process excellence, risk management, client relationship building, and alignment with revenue and margin targets within a 8:00 AM–7:00 PM EST window.

Qualifications

• 5+ years of relevant IT service management work experience.
• 2-3 years in senior-level roles or equivalent experience preferred.
• Experience leading a team delivering Tier 1 troubleshooting across Citrix, Active Directory, and desktop/office environments.

Responsabilités

• Lead day-to-day IT service operations to deliver responsive and efficient support for the client hospital.
• Align service delivery with account profitability and margin goals.
• Build and maintain strong client relationships and proactively resolve issues.
• Monitor risks and ensure timely escalation to maintain operational stability.
• Foster a high-performance team with clear objectives and development plans.
• Identify process gaps and drive improvements, automation, and end-to-end use cases.
• Manage 24/7 support processes including Tier 1 and Tier 2 workflows with SLA/OLA focus.

Connaissances

Team leadership

Tier1 support

Citrix

Active Directory

Desktop support

Formation

Bachelor's Degree

Outils

ServiceNow

Remedy

Description du poste

Altera Digital Health is seeking an IT Service Management leader to oversee Service Desk and desktop support for a client hospital. You will manage day-to-day IT services, ensure SLA/OLA goals are met, and lead a cross-functional team across Citrix, AD, and desktop environments.

The role emphasizes process excellence, risk management, client relationship building, and alignment with revenue and margin targets within a 8:00 AM–7:00 PM EST window.