Associate Manager, IT Service Delivery

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Oversee daily IT support operations encompassing both technical and application assistance for the client hospital.

• Ensure that service delivery aligns with corporate revenue and margin objectives.

• Develop and maintain client relationships while proactively resolving issues.

• Monitor potential risks and ensure prompt escalation when necessary.

• Enhance resource utilization and support teams in achieving high performance.

• Identify operational deficiencies and facilitate modeling of process workflows, process improvements, automation strategies, and comprehensive use cases.

• Manage 24/7 technical and application support processes, including Tier 1 and Tier 2 workflows.

• Fulfill Service Level Agreement (SLA) and Operational Level Agreement (OLA) commitments.

• Recruit, onboard, assign responsibilities, mentor, and develop team members.

• Establish objectives, provide constructive feedback, address performance issues, and promote collaboration within the team.

⛳️ Requirements

• Demonstrated experience leading a team responsible for Tier 1 troubleshooting in Citrix, Active Directory, and desktop/office environments.

• Proficient in IT Service Management (ITSM) platforms such as ServiceNow, Remedy, and similar tools.

• At least 5 years of relevant work experience.

• 2–3 years at a Senior level or equivalent experience.

• Minimum of 2 years in information technology management.

• 0–2 years of relevant leadership experience.

• Bachelor’s Degree is preferred.

• Must be available to work Monday–Friday, between 8:00 AM–7:00 PM EST.

🏝️ Benefits

• Standard working hours Monday–Friday, within 8:00 AM–7:00 PM EST.