Associate Manager IT Service Delivery
About The Position
The Associate Manager IT Service Delivery leads day-to-day IT service operations for a client hospital, providing technical and application support. The role supports account profitability and financial health, builds strong client relationships, monitors and escalates risks, and ensures effective resource utilization and a supportive, high-performing team environment. It also identifies operational gaps and facilitates process improvements, workflow modeling, automation strategies, and end-to-end use cases. The position manages around-the-clock technical and application support processes, including Tier 1 and Tier 2 workflows, with a focus on meeting SLA and OLA commitments. The role includes leadership and talent development responsibilities, such as recruiting and onboarding team members, setting objectives, assigning work, coaching and providing feedback, addressing underperformance, recognizing achievements, and keeping the team informed and connected. The position operates on a standard Monday–Friday shift within 8:00 AM–7:00 PM EST.
Requirements
- Proven experience leading a team responsible for Tier 1 troubleshooting across Citrix, Active Directory, and desktop and office environments.
- Skill with ITSM platforms such as ServiceNow, Remedy, or similar tools.
- 5+ years of relevant work experience (preferred).
- 2–3 years at the senior level or equivalent experience (preferred).
- 2 years of experience in information technology management (preferred).
- 0–2 years of relevant leadership experience (preferred).
Nice To Haves
- Bachelor's degree (preferred).
- 5+ years of relevant work experience, including 2–3 years at the senior level or equivalent experience (preferred).
- 2 years of experience in information technology management (preferred).
- 0–2 years of relevant leadership experience (preferred).
Responsibilities
- Lead day-to-day IT support operations for a client hospital across technical and application support.
- Contribute to account profitability and financial health in alignment with revenue and margin goals.
- Build and maintain client relationships, proactively addressing issues to support trust and satisfaction.
- Monitor operational risks and escalate them appropriately and promptly.
- Optimize resource utilization and foster a supportive, motivated team environment that meets milestones.
- Identify operational gaps and improvement opportunities, and facilitate workflow modeling, process enhancements, automation strategies, and end-to-end use cases.
- Manage and support technical and application support processes, including Tier 1 and Tier 2 workflows, with a focus on SLA and OLA commitments.
- Lead a team responsible for Tier 1 troubleshooting across Citrix, Active Directory, and desktop and office environments.
- Recruit a diverse and capable team and accelerate onboarding for new hires.
- Work with individual contributors to identify business challenges and performance gaps, implement solutions, and track success using relevant KPIs.
- Communicate objectives, assign work strategically, and align individual contributions with team goals.
- Coach team members through personalized development plans, provide timely constructive feedback, and address underperformance.
- Recognize achievements, support talent retention, and keep the team informed about business updates and progress.
- Cultivate a collaborative team culture and pride in shared success.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
