Manager of IT Service Delivery
About The Position
Are you a hands-on IT leader passionate about delivering exceptional technology services, driving operational excellence, and developing high-performing teams? We are seeking a Manager, IT Service Delivery to lead daily IT operations, infrastructure services, and end-user support while ensuring outstanding service delivery across the organization. In this highly visible leadership role, you will oversee Infrastructure and Help Desk/Desktop teams, manage escalations, optimize service performance, and collaborate with business and technology stakeholders to support a modern enterprise environment that includes Microsoft 365, Azure, AWS, Windows, MacOS, Fortinet networking, telecommunications, cloud services, and endpoint technologies. If you're an experienced IT operations leader who thrives in fast-paced environments, enjoys solving complex technical challenges, and is passionate about team development and customer satisfaction, we'd love to hear from you.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent experience will be considered.
- 5+ years of progressive experience in IT Service Delivery, IT Operations, Infrastructure Support, Help Desk Management, or related technology leadership roles.
- Experience leading and supervising technical teams, including hiring, coaching, performance management, and employee development.
- Working knowledge of ITIL principles and service management processes including Incident, Problem, Change, Request, and Service Level Management.
- Hands-on experience supporting enterprise environments that include: Microsoft 365, Microsoft Azure, Amazon Web Services (AWS), Windows and Mac operating systems, Fortinet networking technologies, Telecommunications and endpoint support.
- Experience managing vendor relationships, ITSM platforms, operational reporting, knowledge management, and service metrics.
- Excellent communication, leadership, problem-solving, and stakeholder management skills.
Nice To Haves
- 2+ years of formal people leadership experience.
- ITIL, PMP, CAPM, CompTIA, Microsoft, Fortinet, Cloud, or Endpoint Management certifications.
- Experience with PowerShell, Python, Microsoft Graph, APIs, automation, orchestration, or systems integration.
- Background in healthcare, regulated industries, multi-site organizations, or high-growth environments.
- Knowledge of cybersecurity, compliance, disaster recovery, business continuity, and operational resilience practices.
Responsibilities
- Manage day-to-day Infrastructure and Help Desk/Desktop operations, including incidents, service requests, ticket queues, SLAs, escalations, scheduling, and resource allocation.
- Ensure reliable support for Windows and Mac environments, Microsoft 365, Azure, AWS, networking, telecommunications, cloud platforms, and endpoint technologies.
- Serve as the primary escalation point for critical service disruptions, VIP support issues, and operational incidents.
- Coordinate after-hours support, maintenance activities, emergency response efforts, and on-call coverage.
- Oversee infrastructure, cloud, network, storage, endpoint, telecommunications, and audio/visual support services.
- Monitor service performance through KPIs, dashboards, and reporting metrics.
- Lead incident, problem, change, and request management processes using ITSM best practices.
- Ensure operational readiness through monitoring, patching, backup and recovery, asset lifecycle management, and documentation governance.
- Drive continuous service improvement initiatives to enhance reliability, efficiency, and customer satisfaction.
- Recruit, hire, onboard, coach, mentor, and develop Infrastructure and Help Desk professionals.
- Conduct performance reviews, workforce planning, employee development, and corrective action when needed.
- Foster a culture of accountability, collaboration, innovation, customer service, and technical excellence.
- Identify staffing, training, and skill development opportunities to support organizational growth.
- Collaborate with Cybersecurity teams on vulnerability remediation, endpoint security, access management, audit readiness, incident response, disaster recovery, and business continuity initiatives.
- Coordinate vendor relationships, procurement activities, licensing, renewals, and technology refresh programs.
- Support strategic IT initiatives and infrastructure modernization projects.
- Communicate service updates, outage notifications, maintenance schedules, and operational changes to stakeholders across the organization.
Benefits
- Paid time off & holidays
- Medical, dental, and vision insurance
- Health Savings Account (with employer contribution) or Flexible Spending Account options
- Employer Paid Basic Life and AD&D Insurance
- Employer Paid Short- and Long-Term Disability w Optional Short Term Disability Buy-up plan
- Paid Parental Leave
- 401(k) Savings Plan with match
- Legal Plan & Identity Theft Services
- Mental health support and resources
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
