Senior IT Service Delivery Lead

Harris Computer; Florida; On-site; USD 50,000 - 80,000; Full time

Job summary

Harris Computer is seeking an IT Service Management lead to oversee Service Desk and Desktop Support for a client hospital, ensuring responsive, high-quality IT services across technical and application support domains.

You will manage a Tier 1–2 support team, maintain strong client relationships, and drive process improvements while aligning delivery with revenue and margin goals. Standard hours apply with on-site work in Florida.

Qualifications

• Bachelor's degree preferred.
• 5+ years in IT service management or related field.
• Experience leading Tier 1–2 support teams.

Responsibilities

• Lead day-to-day IT service operations to deliver responsive support for client hospital.
• Align service delivery with account profitability and margin goals.
• Build and maintain strong client relationships and resolve issues proactively.
• Monitor risks and escalate appropriately to maintain stability.
• Manage and develop a high-performing team and ensure milestones are met.
• Identify process gaps and drive improvements, automation, and end-to-end use cases.
• Oversee around-the-clock support processes with focus on SLA/OLA commitments.

Skills

ITSM leadership

Service Desk

Team leadership

SLA/OLA management

Client relationship

Process improvement

Education

Bachelor's degree (preferred)

Tools

ServiceNow

Remedy

Citrix

Active Directory

Job description

Harris Computer is seeking an IT Service Management lead to oversee Service Desk and Desktop Support for a client hospital, ensuring responsive, high-quality IT services across technical and application support domains.

You will manage a Tier 1–2 support team, maintain strong client relationships, and drive process improvements while aligning delivery with revenue and margin goals. Standard hours apply with on-site work in Florida.