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 for a client hospital, encompassing both technical and application support.

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

• Cultivate and sustain client relationships while proactively addressing any issues that arise.

• Assess risks and escalate concerns as necessary.

• Manage resources effectively and promote the development of high-performing teams.

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

• Administer continuous technical and application support processes, including Tier 1 and Tier 2 workflows.

• Guarantee that SLA and OLA commitments are fulfilled.

• Recruit, onboard, mentor, develop, and provide constructive feedback to team members.

• Clearly communicate objectives, strategically assign tasks, monitor performance through KPIs, and foster a positive team culture.

⛳️ Requirements

• Demonstrated experience in leading a team focused on Tier 1 troubleshooting within Citrix, Active Directory, and desktop/office settings.

• Proficient in ITSM platforms like ServiceNow, Remedy, and other similar tools.

• A minimum of 5 years of relevant work experience.

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

• 2 years of experience in information technology management.

• 0–2 years of applicable leadership experience.

• A Bachelor's Degree is preferred.

• Must be available for standard shift work from Monday to Friday, between 8:00 AM and 7:00 PM EST.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Opportunities for professional development and continuous learning.

• Supportive work environment that prioritizes team collaboration.

• Flexible working arrangements where applicable.