Manager of IT Operations & Service Delivery

Job Description

Job Description

Overview: Insight Global is seeking a Manager of IT Operations to oversee the day-to-day delivery of IT support services across a large academic healthcare environment. This individual will lead teams responsible for Service Desk, Desktop Support, Endpoint Management, and user provisioning while ensuring a high level of customer service for clinicians, administrators, and staff.

This is an operational leadership role focused on running and optimizing established IT support functions. The ideal candidate enjoys driving consistency, managing support teams, improving processes, tracking metrics, and ensuring technology services are delivered effectively in a fast-paced healthcare environment.

Responsibilities

• Lead and manage Service Desk, Desktop Support, and Endpoint Management teams.
• Oversee daily IT operations and ensure timely resolution of end-user issues.
• Monitor support metrics, ticket queues, SLAs, and team performance.
• Manage device lifecycle processes including deployment, replacements, upgrades, and asset management.
• Oversee user onboarding, offboarding, and technology provisioning activities.
• Partner with clinical, administrative, and operational stakeholders to ensure support needs are met.
• Coordinate with infrastructure, security, telecom, and application teams to resolve escalated issues.
• Develop and refine operational processes to improve service quality and efficiency.
• Manage vendors supporting end-user technologies and support services.
• Coach, mentor, and develop front-line supervisors and support staff.
• Ensure a customer-service-focused culture across all support functions.

Must-Have Qualifications

• 7-10+ years of healthcare IT experience with progression into leadership roles.
• Current or recent experience managing Service Desk, Desktop Support, Endpoint Management, or IT Operations teams within a hospital or health system.
• Strong understanding of ITIL principles, incident management, request management, and service delivery.
• Experience leading support teams in a 24/7 healthcare environment.
• Experience managing endpoint deployments, provisioning, and user support operations.
• Strong operational leadership skills with experience managing performance metrics and service levels.
• Ability to collaborate effectively with clinicians, nursing teams, and business stakeholders.
• Experience leading teams of desktop support technicians, service desk analysts, or endpoint administrators.