IT Service Delivery & End User Operations Manager

IT Service Delivery & End User Operations ManagerOur patients are our number one priority! We're committed to giving children back their childhood!Location: Dallas - HospitalSchedule: Monday - Friday 8:00am - 5:00pm, after hours and weekends as neededPosition Summary:The Manager, IT Service Delivery & End User Operations provides strategic and operational leadership for enterprise IT support services across the health system. This role is responsible for leading end-user support operations, IT service delivery governance, operational process maturity, and continuous improvement initiatives while ensuring reliable, secure, and high-quality technology services for clinical and business operations.The position combines leadership oversight for the Help Desk, Desktop Support, endpoint operations, and IT service management (ITSM) processes into a centralized operational leadership role. The Manager partners closely with Infrastructure, Applications, Cybersecurity, Clinical Informatics, and business leaders to ensure technology services align with organizational priorities, patient care delivery, cybersecurity requirements, and operational excellence objectives.This role also serves as a key driver for modernization initiatives through the adoption of AI-enabled support capabilities, automation technologies, operational analytics, self-service strategies, and workflow optimization to improve efficiency, scalability, and the overall end-user experience.Key Responsibilities:Lead enterprise IT support operations including Help Desk, desktop support, endpoint services, and operational service coordination across hospital and clinic locationsEstablish accountability for service delivery performance, SLA attainment, escalation management, and customer satisfaction metricsOversee incident, request, problem, and change management processes across IT operational teamsCoordinate major incident response activities, outage communications, operational recovery efforts, and root cause analysisDevelop operational dashboards, KPI reporting, trend analysis, and executive-level service reportingEnsure operational consistency and standardized support processes across all facilities and departmentsSupport mission-critical clinical and operational technologies including Epic, clinical workstations, WOWs (Workstations on Wheels), printers, badge authentication systems, mobile devices, and endpoint peripheralsPartner with clinical leadership and operational departments to ensure technology services support patient care workflows and clinician efficiencyCoordinate operational support activities for hospitals, clinics, therapy services, and administrative departmentsEnsure support processes minimize disruption to patient care operations and maintain high availability standardsSupport operational readiness initiatives related to healthcare compliance, accreditation, and audit requirementsLead implementation and adoption of AI-enabled IT support capabilities including virtual agents, intelligent ticket routing, automated ticket summarization, knowledge recommendations, and predictive operational analyticsIdentify opportunities to automate repetitive operational tasks and improve service efficiency through workflow automation and endpoint management technologiesDrive self-service initiatives including knowledge management, user enablement resources, automation workflows, and service catalog optimizationCollaborate with engineering and infrastructure teams to modernize endpoint provisioning, patch management, software deployment, and operational workflowsEvaluate emerging AI and automation technologies that enhance service quality, operational scalability, and workforce efficiencyPromote a data-driven and automation-first operational culture across support servicesOwn and mature ITSM processes and platform utilization including ServiceNow governance and workflow standardizationEstablish operational standards, escalation procedures, documentation requirements, and service governance controlsDrive continuous service improvement initiatives using operational metrics, trend analysis, and user feedbackEnsure operational processes align with cybersecurity standards, compliance requirements, and audit readiness objectivesImprove visibility into service health, recurring issues, operational risks, and performance trendsProvide leadership, coaching, mentoring, and performance management for support personnel and team leadsFoster a culture of accountability, professionalism, collaboration, innovation, and customer service excellenceDevelop career growth pathways and succession planning opportunities within IT operationsLead organizational change initiatives and operational communication effortsPromote collaboration across Infrastructure, Networking, Security, Applications, and Clinical Informatics teamsRequired Qualifications:Bachelor's degree in Information Technology, Healthcare Informatics, Business Administration, or related field equivalent experience consideredMinimum of 5 years of progressive IT operations, service delivery, or end-user support leadership experienceExperience managing enterprise Help Desk/Desktop Support operations in complex environmentsStrong knowledge of IT Service Management (ITSM) principles including Incident, Problem, Change, and Request ManagementExperience with ServiceNow or comparable ITSM platformsStrong analytical, organizational, leadership, and communication skillsExperience leading operational process improvement and service optimization initiativesPreferred Qualifications:Experience within healthcare, hospital systems, or regulated environmentsFamiliarity with Epic support environments and clinical operational workflowsExperience with AI-enabled IT operations, automation platforms, and workflow optimization technologiesExperience with endpoint management platforms such as Microsoft Intune, SCCM, KACE, Absolute, SolarWinds, or ManageEngineITIL certification or equivalent operational governance experienceExperience supporting hybrid infrastructure and cloud-based operational environmentsKey Performance Indicators:SLA adherence and service responsivenessEnd-user satisfaction and clinician experience metricsReduction in recurring incidents and operational escalationsIncreased automation adoption and operational efficiencyITSM process maturity and governance complianceEndpoint operational stability and service reliabilityOperational reporting accuracy and leadership visibilityReduction in manual operational workload through automation initiatives Scottish Rite for Children