Information Technology - Manager IT Service Delivery 130-5010

CommunityCare•Tulsa, OK

22d

About The Position

The Manager, IT Service Delivery leads frontline and advanced technical support operations and establishes and manages a dedicated service delivery model to enable timely resolution of operational support needs. The role oversees team performance, training, SLA and ticket-queue management, and escalation paths between Service Delivery and Engineering. It is accountable for expanding Service Delivery ownership of application support, data-modification requests, and pipeline-failure triage. The manager develops the team’s advanced support capabilities, manages operational coverage, and works with engineering leaders to clarify service ownership, handoff criteria, and escalation processes. The position tracks and reports Service Delivery performance and recurring support patterns to IT leadership.

Requirements

Proven ability to lead and develop frontline technical support teams in a fast-paced, multi-tiered support environment.
Strong working knowledge of ITSM/ITIL principles, ticketing systems such as Jira Service Management or equivalent, and SLA management.
Excellent communication and facilitation skills.
Demonstrated ability to build training programs and documentation that raise team capability over time.
Ability to manage competing priorities in a high ticket-volume environment without sacrificing quality.
Successful completion of a Health Care Sanctions background check.
Bachelor's degree in Information Technology, Business Administration, or a related field, or equivalent experience.
At least five years of experience in IT service delivery, help desk, or technical support leadership, including two or more years in a people-management role.

Nice To Haves

Prior experience operating or building a multi-level support model.
Prior experience in healthcare, health plan, or other regulated, data-sensitive environments.
Familiarity with enterprise application support, including claims, eligibility, or provider systems.
ITIL Foundation certification or equivalent.

Responsibilities

Lead and manage the day-to-day operations, performance, and development of the IT Service Delivery team, including help desk and advanced technical support functions.
Define and drive the target-state scope for advanced technical support, including enterprise application and custom software troubleshooting, data-modification support, operational triage, incident follow-up, and resolution of recurring technical support issues.
Manage SLA performance and ticket-queue health, including completion rates, rejection rates, and escalation volume.
Serve as the primary escalation point for complex support issues, resolving operational matters within IT Service Delivery and minimizing disruptions to Software Engineering, Data Engineering, Architecture, and Product Management.
Oversee training, documentation, and knowledge-management practices needed to expand advanced support ownership.
Identify recurring support activities and lead the transition of operational ownership from engineering teams to IT Service Delivery.
Monitor and report ticket volume, aging, and concentration risk; escalate systemic or recurring failure patterns for root-cause resolution.
Manage staffing, scheduling, and operational coverage across help desk and advanced technical support functions.
Ensure timely and effective delivery of onboarding and offboarding services, hardware provisioning, and access management.
Develop and maintain collaborative relationships with engineering leaders to establish service ownership, formalize handoff criteria, and define escalation processes.
Track and report Service Delivery performance metrics to IT leadership.
Perform other job-related duties as required or assigned.