IT Service Delivery & End User Operations Manager

IT Service Delivery & End User Operations Manager

Our patients are our number one priority! We're committed to giving children back their childhood!

Location: Dallas - Hospital

Work Schedule: Monday - Friday, 8:00am - 5:00pm, after hours and weekends as needed

Position 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 locations
• Establish accountability for service delivery performance, SLA attainment, escalation management, and customer satisfaction metrics
• Oversee incident, request, problem, and change management processes across IT operational teams
• Coordinate major incident response activities, outage communications, operational recovery efforts, and root cause analysis
• Develop operational dashboards, KPI reporting, trend analysis, and executive-level service reporting
• Ensure operational consistency and standardized support processes across all facilities and departments

• Support mission-critical clinical and operational technologies including Epic, clinical workstations, WOWs (Workstations on Wheels), printers, badge authentication systems, mobile devices, and endpoint peripherals
• Partner with clinical leadership and operational departments to ensure technology services support patient care workflows and clinician efficiency
• Coordinate operational support activities for hospitals, clinics, therapy services, and administrative departments
• Ensure support processes minimize disruption to patient care operations and maintain high availability standards
• Support operational readiness initiatives related to healthcare compliance, accreditation, and audit requirements

• Lead implementation and adoption of AI-enabled IT support capabilities including virtual agents, intelligent ticket routing, automated ticket summarization, knowledge recommendations, and predictive operational analytics
• Identify opportunities to automate repetitive operational tasks and improve service efficiency through workflow automation and endpoint management technologies
• Drive self-service initiatives including knowledge management, user enablement resources, automation workflows, and service catalog optimization
• Collaborate with engineering and infrastructure teams to modernize endpoint provisioning, patch management, software deployment, and operational workflows
• Evaluate emerging AI and automation technologies that enhance service quality, operational scalability, and workforce efficiency
• Promote a data-driven and automation-first operational culture across support services

• Own and mature ITSM processes and platform utilization including ServiceNow governance and workflow standardization
• Establish operational standards, escalation procedures, documentation requirements, and service governance controls
• Drive continuous service improvement initiatives using operational metrics, trend analysis, and user feedback
• Ensure operational processes align with cybersecurity standards, compliance requirements, and audit readiness objectives
• Improve visibility into service health, recurring issues, operational risks, and performance trends

• Provide leadership, coaching, mentoring, and performance management for support personnel and team leads
• Foster a culture of accountability, professionalism, collaboration, innovation, and customer service excellence
• Develop career growth pathways and succession planning opportunities within IT operations
• Lead organizational change initiatives and operational communication efforts
• Promote collaboration across Infrastructure, Networking, Security, Applications, and Clinical Informatics teams

Required Qualifications:

• Bachelor's degree in Information Technology, Healthcare Informatics, Business Administration, or related field equivalent experience considered
• Minimum of 5 years of progressive IT operations, service delivery, or end-user support leadership experience
• Experience managing enterprise Help Desk/Desktop Support operations in complex environments
• Strong knowledge of IT Service Management (ITSM) principles including Incident, Problem, Change, and Request Management
• Experience with ServiceNow or comparable ITSM platforms
• Strong analytical, organizational, leadership, and communication skills
• Experience leading operational process improvement and service optimization initiatives

Preferred Qualifications:

• Experience within healthcare, hospital systems, or regulated environments
• Familiarity with Epic support environments and clinical operational workflows
• Experience with AI-enabled IT operations, automation platforms, and workflow optimization technologies
• Experience with endpoint management platforms such as Microsoft Intune, SCCM, KACE, Absolute, SolarWinds, or ManageEngine
• ITIL certification or equivalent operational governance experience
• Experience supporting hybrid infrastructure and cloud-based operational environments

Key Performance Indicators:

• SLA adherence and service responsiveness
• End-user satisfaction and clinician experience metrics
• Reduction in recurring incidents and operational escalations
• Increased automation adoption and operational efficiency
• ITSM process maturity and governance compliance
• Endpoint operational stability and service reliability
• Operational reporting accuracy and leadership visibility
• Reduction in manual operational workload through automation initiatives