Sr Manager, IT Support and Support Operations

MAXhealth•Sarasota, FL

3d•Hybrid

About The Position

MaxHealth is seeking an experienced Sr. Manager, IT Service & Support Operations to lead and mature end user support services across a complex, multi-site healthcare organization. This role has direct accountability for service desk operations, desktop and field support, endpoint support services, IT service management processes, IT asset management, and operational identity and access management workflows. The ideal candidate is a process-driven support operations leader with strong ITIL fluency, a practical understanding of mature service delivery, and the ability to bridge current-state gaps to a more disciplined, measurable, and accountable operating model. This role must be comfortable leading people, improving process, enforcing standards, using data to drive performance, and partnering across infrastructure, security, applications, vendors, and business stakeholders.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business, or a related field. Equivalent experience will be considered.
Minimum of seven years of progressive experience in IT support, end user services, IT service management, or IT operations, including direct leadership responsibility in complex environments.
Demonstrated experience leading service desk, end user support, desktop support, or field support functions in a multi-site organization.
Strong working knowledge of ITIL-based service management disciplines, including incident, request, major incident, problem, change, knowledge, escalation, and continual improvement processes.
Experience improving support operations through process design, standard operating procedures, service catalog development, workflow optimization, knowledge management, and KPI-driven performance management.
Strong command of service delivery metrics, operational reporting, trend analysis, executive dashboards, agent-level scorecards, and performance improvement methodology.
Familiarity with HDI-aligned support performance concepts, KPI development, customer experience measurement, and agent-level performance management.
Experience owning or administering IT service management platforms.
Working knowledge of IT asset management and end user computing lifecycle processes, including procurement coordination, deployment, recovery, inventory reconciliation, refresh planning, and disposal.
Working understanding of Microsoft 365, Entra ID, Intune, endpoint management, device compliance, and operational identity and access management processes.
Experience supporting IAM operations such as onboarding, offboarding, access request fulfillment, access troubleshooting, service account coordination, and vendor access workflows.
Demonstrated ability to prepare and present executive-facing operational reports and communicate service performance, risks, trends, and improvement plans with clarity.
Strong communication and relationship management skills with the ability to engage credibly with frontline teams, business stakeholders, vendors, and senior leadership.
Proven ability to lead through competing priorities, operational complexity, and service disruption with sound judgment, professionalism, and emotional intelligence.
Prior experience in large enterprise, multi-site, or scaled regional environments strongly preferred.

Nice To Haves

Freshservice experience is strongly preferred.
Entra ID experience preferred.
Experience in healthcare, physician practice, ambulatory, or regulated care delivery environments strongly preferred.
ITIL Practitioner, ITIL Managing Professional, HDI, PMP, or related service management/project management certification preferred.

Responsibilities

Own the day-to-day performance, service quality, and operational maturity of IT support functions, including service desk, desktop support, field support, endpoint support services, and clinic support across all locations.
Lead and continuously improve ITIL-aligned practices for incident management, request fulfillment, escalation management, knowledge management, major incident management, and continual service improvement.
Define, track, and report on service delivery metrics, including SLA compliance, ticket aging, first contact resolution, backlog trends, escalation rates, reopen rates, customer satisfaction, and recurring issue trends.
Ensure service metrics reflect operational reality and drive accountability, prioritization, capacity planning, and measurable performance improvement.
Develop and maintain executive-level reporting, operational dashboards, and agent-level scorecards that provide clear visibility into support performance, service risks, and improvement trajectory.
Own the Major Incident Management process for support-impacting events, including triage coordination, stakeholder communications, escalation, post-incident reviews, and follow-up action tracking.
Own and optimize the ITSM platform, including workflow design, ticket categories, service catalog structure, automation, routing, SLA configuration, knowledge base structure, dashboards, and reporting standards.
Develop, enforce, and continuously improve standard operating procedures, support workflows, queue management practices, escalation paths, and knowledge base documentation across the support function.
Drive problem management and root-cause analysis for recurring incidents, high-volume ticket categories, poor customer experience trends, and avoidable escalations.
Oversee IT asset management for end user computing, including device procurement coordination, deployment, recovery, inventory accuracy, lifecycle status, refresh planning, standards enforcement, and audit readiness.
Establish practical ITAM controls for device assignment, stockroom management, asset reconciliation, lost or unrecovered equipment, disposal processes, and coordination with finance or procurement as needed.
Oversee operational IAM support processes, including onboarding, offboarding, access requests, access fulfillment, queue quality, documentation, and coordination with identity and security owners. This role does not own identity architecture or security policy.
Partner with infrastructure, security, identity, application, and vendor teams to ensure support services are integrated, dependable, documented, and operationally aligned.
Serve as the primary point of accountability for business stakeholders and operational leaders on support performance, service issues, field support concerns, and improvement efforts.
Lead, coach, and develop support personnel with a direct emphasis on ownership, accountability, professionalism, customer service, process adherence, and service excellence.
Conduct performance management activities including goal setting, regular feedback, coaching, developmental conversations, and direct management of performance concerns.
Support workforce planning, role clarity, scheduling coverage, queue ownership, and capacity management across the support team.
Contribute to broader IT operational planning, service delivery strategy, endpoint lifecycle planning, and support model improvements in partnership with IT leadership.