Associate Manager IT Service Delivery

Role overview Lead day-to-day IT service delivery for a hospital client, coordinating technical and application support across Tier 1 and Tier 2 workflows. The role combines service performance, client relationships, risk oversight, and team development, with a focus on meeting service commitments and improving how support is delivered.

Responsibilities - Oversee responsive support operations across desktop, office, and application services, including around-the-clock support processes. - Monitor service levels, operational risks, and escalations; address issues in a timely way to maintain stability. - Build strong client relationships and help align delivery with account financial goals. - Allocate team resources, set clear objectives, coach staff, support onboarding, and address performance needs. - Identify operational gaps and work with others to model workflows, improve processes, and explore automation. - Track progress and team performance using relevant measures and communicate updates to staff.

Requirements - Experience leading Tier 1 troubleshooting teams, including support for Citrix, Active Directory, and desktop or office environments. - Familiarity with IT service management platforms such as ServiceNow or Remedy. - Ability to manage support operations, client concerns, risks, and competing priorities. - Relevant work experience; the listing indicates five or more years preferred, including two to three years at senior level or equivalent. - Some IT management and leadership experience is preferred; the listing indicates two years in IT management and up to two years of leadership experience. - A bachelor’s degree is preferred.

Benefits and work setup - Standard weekday shift scheduled within 8:00 a.m.–7:00 p.m. Eastern Time.