Associate Manager, IT Service Delivery

Harris Computer

. Lead day-to-day IT support operations for a client hospital across technical and application support domains .

Posted 10/22/2026full-timeRemote • United StatesMid-Level💰 $50,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading IT support operations, managing Tier 1 and Tier 2 workflows, and fostering high-performing teams. Proficient in aligning service delivery with corporate goals and enhancing operational processes through automation and workflow modeling.

Highest-signal resume keywords

IT Support Operations ManagementTier 1 TroubleshootingITSM PlatformsTeam LeadershipProcess Workflow Modeling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CitrixActive DirectoryDesktop SupportITSM PlatformsServiceNowRemedyProcess EnhancementsAutomation StrategiesKPI TrackingTechnical Support

Soft Skills

Client Relationship ManagementProactive Issue ResolutionTeam DevelopmentStrategic Work AssignmentPerformance Feedback

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

SLAOLAOperational GapsHigh-Performing TeamsInformation Technology Management

Tech Stack

Tools & technologies

CitrixITSMServiceNow

About the role

Key responsibilities & impact

Lead day-to-day IT support operations for a client hospital across technical and application support domains
Align service delivery with corporate revenue and margin goals
Build and maintain client relationships and address issues proactively
Monitor risks and escalate issues appropriately
Manage resources and foster high-performing teams
Identify operational gaps and facilitate process workflow modeling, process enhancements, automation strategies, and end-to-end use cases
Manage around-the-clock technical and application support processes, including Tier 1 and Tier 2 workflows
Ensure SLA and OLA commitments are met
Recruit, onboard, coach, develop, and provide feedback to team members
Communicate objectives, assign work strategically, track performance through KPIs, and cultivate team culture

Requirements

What you’ll need

Proven experience leading a team responsible for Tier 1 troubleshooting across Citrix, Active Directory, and desktop/office environments
Skilled in ITSM platforms such as ServiceNow, Remedy, and similar tools
5+ years relevant work experience
2–3 years at the Senior level or equivalent experience
2 years experience in information technology management
0–2 years relevant leadership experience
Bachelor's Degree is preferred
Availability for standard shift working Monday–Friday, within 8:00 AM–7:00 PM EST