Associate Manager, IT Service Delivery

Harris Computer

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

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

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading IT support operations, focusing on Tier 1 troubleshooting, client relationship management, and process optimization. Proven ability to manage teams, meet service level agreements, and enhance operational workflows in a healthcare environment.

Highest-signal resume keywords

Tier 1 TroubleshootingITSM PlatformsTeam LeadershipProcess Workflow ModelingClient Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CitrixActive DirectoryDesktop SupportApplication SupportProcess EnhancementsAutomation StrategiesTechnical Support ManagementSLA CommitmentOLA CommitmentInformation Technology Management

Soft Skills

Team CollaborationCoachingFeedback ProvisionIssue ResolutionResource Utilization

Tools & Technologies

ServiceNowRemedy

Industry Keywords

Healthcare ITClient SupportOperational GapsProcess OptimizationTechnical Support Operations

Tech Stack

Tools & technologies

CitrixITSMServiceNow

About the role

Key responsibilities & impact

Lead day-to-day IT support operations across technical and application support for the client hospital
Align service delivery with corporate revenue and margin goals
Build and nurture client relationships and proactively address issues
Monitor risks and ensure timely escalation
Optimize resource utilization and support 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
Meet SLA and OLA commitments
Recruit, onboard, assign, coach, and develop team members
Set objectives, provide feedback, address underperformance, and foster team collaboration

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 (Preferred)
Availability to work Monday–Friday, within 8:00 AM–7:00 PM EST

Benefits

Comp & perks

Standard shift working Monday–Friday, within 8:00 AM–7:00 PM EST