IT Service Delivery Manager

Job Description

Job Description

About Us:

Expert Computer Solutions (ECS) is a Houston-based managed IT services provider and consulting firm supporting small and mid-sized businesses. Founded in 2005, ECS offers IT support, project services, staff augmentation and vCIO services, including cybersecurity, AI, strategic planning, and IT compliance. We advocate a business first, proactive, and practical approach to IT.

We were recently awarded the 2025 BBB Pinnacle Award of Excellence, received multi-year BBB Winner of Distinction awards, and were a 2025 & 2026 MSP Titans of the Industry Finalist.

About the Role:

We are seeking a hands-on Service Delivery Manager to lead technical support for an outpatient healthcare client onsite in Central Northwest Houston. This role serves as the day-to-day onsite IT leader and works closely with both client executives, ECS onsite team, and ECS leadership to ensure reliable, secure, and scalable IT operations as well as support innovation and growth.

This is a roll-up-your-sleeves leadership role. The right person must be capable of personally handling technical work when needed across infrastructure, servers, networks, endpoints, and security, while also managing people, coordinating priorities, and helping maintain strong client relationships.

The ideal candidate is a credible, well-rounded IT professional with strong general technical depth, sound judgment, and good communication skills to work effectively with executives, end users, vendors, and technical staff. They must be able to shift comfortably between troubleshooting, planning, team leadership, and client-facing discussions.

Responsibilities:

·Manage technology and relationships with multiple competing priorities between client initiatives, daily support functions, and ongoing infrastructure projects, communicating with client senior management, client staff, ECS management, help desk techs, and client vendors, to support uptime, innovation, scalability, and security.

·Partner with client executive leadership, innovation team, and our CEO/CTO to align technology strategy with business goals, operations, and client service excellence.

·Foster a culture of professionalism, security, integrity, service, and continuous improvement within the IT function.

·Oversee all aspects of IT infrastructure, including servers, cloud environments, local networks, laptops/tablets, and related scientific/diagnostic equipment.

·Coordinate and work with third-party platform vendors, such as scientific instrumentation, management tools, and cloud-based file management systems.

·Ensure secure, high-availability systems for personnel accessing critical tools and documentation remotely.

·Collaborate on cybersecurity strategies, including risk assessments, data protection, endpoint security, and disaster recovery planning.

·Implement IT policies, procedures, and governance aligned with industry standards and HIPAA regulatory requirements. Collaborate with HIPAA Security Officer to ensure administrative, physical, and technical safeguards for ePHI (electronic protected health information) in accordance with the HIPAA Security Rule and related regulations.

·Assist with training staff on cybersecurity best practices and ensure consistent enforcement across offices.

·Manage, coach, and mentor IT team of on-site ECS employees responsible for helpdesk support, systems maintenance, and development.

Qualifications:

Required:

·Bachelor’s degree in IT, Computer Science, or a related field, or equivalent Healthcare industry experience

·Minimum of 7 -10 years of experience in IT roles, including 3+ years managing IT teams.

·At least one of the following IT certifications: CompTIA Network +, COMPTIA Security +, or CCNP.

·Proven strong communication skills, both verbal and written.

·Strong management skills to set various competing priorities, lead on-site techs, collaborate with others on various projects, handle innovative initiatives, and interface frequently with senior management.

·Excellent cross-functional communication skills to build effective collaboration.

·Experience with system administration, enterprise software applications, and endpoint management and security solutions, such as Kaseya, Meraki.

·Extensive experience with the Microsoft ecosystem, including Windows Server, Active Directory, and Microsoft 365.

·Experience using PSA ticketing systems and remote support tools for IT service management, such as ConnectWise.

·Strong problem-solving skills and the ability to troubleshoot complex IT issues.

·Advanced technical depth and problem-solving skills for complex challenges.

·Demonstrated process improvement mindset to drive efficiency and innovation.

Preferred, not required:

·Strong knowledge of business systems used in healthcare.

·Experience with HIPAA Security Rule compliance and coordination of technology, risk, and regulation management.

·Experience working with or for HIPAA Covered Entities or Business Associates.

·Certifications such as CISSP, PMP, ITIL, Microsoft, Cisco, or Azure are a plus.

·IT Asset Management and Project management experience is a plus.

·Innovation using digital infrastructure for healthcare handling sensitive healthcare data and keeping secure, seamless interactions.

 

Work Environment/Location:

•This role is in-person, based at the client site located in the 77092 zip code, as well as the ECS Houston office (77084).

• Must be comfortable using basic hand tools, such as screwdrivers, pliers, wrenches, utility knives, tape measures, hammers, etc.

• Must be able to lift items up to 50 lbs. occasionally (e.g., servers, networking equipment, UPS units, workstations, etc.).

• Frequent standing, bending, and crawling under desks or in server/network rooms during equipment installation.

• This is an exempt position and may require work outside of regular business hours to meet client or business needs. The company supports reasonable rest and recovery time for productivity and well-being.

*Please note that to be considered further for the position, you are required to complete a Criteria assessment upon applying to the position. Please check your Spam/Junk folder by the end of the day if you do not see the assessment in your Inbox. Thank you.

\nCompany Description

At ECS (Expert Computer Solutions), we believe people make technology work. Our team is built on collaboration, integrity, and a commitment to delivering exceptional service to our clients. If you’re passionate about technology, problem-solving, and making a real impact, you’ll find a place here to grow, learn, and thrive.

Company Description

At ECS (Expert Computer Solutions), we believe people make technology work. Our team is built on collaboration, integrity, and a commitment to delivering exceptional service to our clients. If you’re passionate about technology, problem-solving, and making a real impact, you’ll find a place here to grow, learn, and thrive.