Job Description

IT Service Delivery Manager

Location: Dallas, TX Work Setting: Onsite, Hospital Environment Schedule: Monday–Friday, 8:00 AM–5:00 PM; after-hours and weekend support as needed

Position Overview: We are seeking an experienced IT Service Delivery Manager to lead enterprise IT support and end-user operations across a healthcare environment. This position will oversee Help Desk, Desktop Support, endpoint services, and IT Service Management (ITSM) processes while ensuring reliable, secure, and responsive technology support for clinical and business operations. The IT Service Delivery Manager will be responsible for service performance, operational process maturity, major incident coordination, continuous improvement, and the overall end-user technology experience. This individual will partner closely with Infrastructure, Applications, Cybersecurity, Clinical Informatics, and business leadership to ensure IT services support patient care and organizational priorities. This position will also play a key role in modernizing IT support through AI-enabled capabilities, automation, self-service, operational analytics, and workflow optimization.

Key Responsibilities:

• Lead enterprise Help Desk, Desktop Support, endpoint services, and IT service delivery across hospital and clinic locations.
• Manage service performance, SLAs, escalations, major incidents, outage response, root cause analysis, and end-user satisfaction.
• Oversee and continuously improve Incident, Problem, Change, and Request Management processes.
• Ensure reliable support for clinical and end-user technologies, including Epic, workstations, WOWs, printers, badge authentication, mobile devices, and endpoint peripherals.
• Partner with clinical and IT teams to minimize technology disruptions and support patient care and business operations.
• Own and mature ITSM processes and ServiceNow governance, including workflows, documentation, service standards, and operational reporting.
• Drive adoption of AI, automation, self-service, and workflow optimization to improve support efficiency and the end-user experience.
• Develop KPIs, dashboards, and trend reporting to identify recurring issues, service risks, and improvement opportunities.
• Lead, coach, and develop IT support personnel while promoting accountability, collaboration, and customer service excellence.
• Partner across Infrastructure, Networking, Cybersecurity, Applications, and Clinical Informatics to improve service reliability and operational performance.

Required Qualifications:

• Bachelor's degree in Information Technology, Healthcare Informatics, Business Administration, or a related field; equivalent relevant experience may be considered.
• 5+ years of progressive IT operations, service delivery, or end-user support leadership experience.
• Experience managing enterprise Help Desk and/or Desktop Support operations within a complex environment.
• Strong knowledge of IT Service Management (ITSM) practices, including Incident, Problem, Change, and Request Management.
• Experience with ServiceNow or a comparable ITSM platform.
• Demonstrated experience improving IT operational processes, service delivery, and end-user support.
• Strong leadership, analytical, organizational, and communication skills.

Preferred Qualifications:

• Experience supporting a healthcare, hospital, or other highly regulated environment.
• Familiarity with Epic and clinical technology workflows.
• Experience implementing AI-enabled IT operations, automation, self-service, or workflow optimization solutions.
• Experience with endpoint management technologies such as Microsoft Intune, SCCM, KACE, Absolute, SolarWinds, or ManageEngine.
• ITIL certification or comparable IT service governance experience.
• Experience supporting hybrid infrastructure and cloud-based technology environments.

Measures of Success:

• Strong SLA performance and end-user satisfaction.
• Improved ITSM maturity.
• Increased service reliability.
• Fewer recurring incidents and escalations.
• Greater adoption of automation and self-service capabilities.
• Improved operational reporting and visibility.

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