IT Service Delivery Manager

The Manager, IT Service Delivery is responsible for overseeing key functions within the IT department that ensure the delivery of high-quality service to end users. Required Skills Ensure effective L2/3 support, hardware standards, mobile device management, and timely refresh cycles. Oversee ITSM process improvements and ServiceNow enhancements. Prioritize automation and self‑service tools to streamline workflows and reduce manual efforts. Align IT processes with ITIL best practices. Ensure enterprise monitoring, disaster recovery planning, and change management practices. Maintain reliable uptime, rapid recovery, and risk mitigation during system updates or disruptions. Manage escalations and maintain strong stakeholder relationships. Balance service continuity, compliance, and business needs. Resolve high‑impact service disruptions and complex end‑user technology issues. Identify root causes and coordinate cross‑team solutions. Implement long‑term strategies to prevent future incidents. Identify inefficiencies in ITSM processes, including gaps in incident, change, and problem management. Streamline workflows to improve response times and service quality. Address issues related to 24x7x365 monitoring and disaster recovery. Optimize monitoring coverage and ensure robust disaster recovery processes. Proactively engage with stakeholders to resolve critical issues. Maintain service continuity and align IT support with business need. Excellent communication skills; read, speaks, and writes English fluently preferred. Talking or hearing essential to communicate with patients and staff preferred. Bilingual skills preferred. Required Experience 3 years or more of experience as a desktop support manager accepted in lieu of the required degree. 10 years of desktop support experience accepted in lieu of the required degree. Experience in desktop support delivery and/or end‑user support management. Extensive experience managing multiple desktop support teams and customers across multiple locations and regions. Experienced with Windows OS, XenApp, XenDesktop, Citrix, and Windows Performance Analyzer (WPA) tools. Experience with installation or maintenance tasks, configuring laptops, desktops, video‑conference rooms, and related software. Experienced in performance characterization and software optimization techniques. Experience troubleshooting issues with AD, GPOs, Windows OS, healthcare applications, and multi‑factor authentication. Experienced in planning and executing technology requirements for office relocations and expansions. Experienced in baselining, developing, and reporting SLAs and KPIs for ongoing services. Experienced in supporting and providing concise updates to C‑level executives. Senior leaders preferred. Experience in the healthcare industry preferred. Address 12401 Washington Blvd. Salary 92,955.20 - 153,358.40 Shift Days #J-18808-Ljbffr