[Hiring] Associate Manager IT Service Delivery @Harris Computer

Role Description

• Delivering Responsive & Efficient IT Services:
  • Lead day-to-day operations to ensure high-quality IT support tailored to the specific needs of the client hospital, across both technical and application support domains.
• Supporting Account Success:
  • Contribute to the profitability and financial health of the account by aligning service delivery with corporate revenue and margin goals.
• Client Relationship Management:
  • Build and nurture strong client relationships, proactively addressing issues to reinforce trust and satisfaction.
• Proactive Risk Oversight:
  • Continuously monitor potential risks and ensure timely and appropriate escalation to maintain operational stability.
• Empowering & Managing High-Performance Teams:
  • Ensure optimal resource utilization and foster an environment where milestones are met and staff feel supported, capable, and motivated.
• Driving Process Excellence:
  • Identify operational gaps and improvement opportunities.
  • Facilitate process workflow modeling to collaborate on process enhancements, automation strategies, and clearly defined end-to-end use cases.
• Support Model Experience:
  • Manage and support around-the-clock technical and application support processes — including Tier 1 and Tier 2 workflows — with a strong focus on meeting SLA and OLA commitments.
• Technical Expertise:
  • Proven experience leading a team responsible for Tier 1 troubleshooting across Citrix, Active Directory, and desktop/office environments, but not limited to these areas of technical support.
  • Skilled in ITSM platforms such as ServiceNow, Remedy, and similar tools, ensuring efficient service operations and incident management.
• Leadership & Talent Development (For Roles with Direct Reports):
  • Recruit a diverse and capable team to build a strong talent mix.
  • Demonstrated ability to work closely with individual contributors to identify business challenges, analyse performance gaps, implement creative solutions, and track success through relevant KPIs.
  • Accelerate onboarding to ensure new hires are set up for success.
  • Communicate clear objectives that empower individuals and align with team goals.
  • Assign work strategically to maximize employee strengths and contributions.
  • Guide and coach team members through personalized development plans.
  • Provide timely, constructive feedback and address underperformance with care.
  • Celebrate achievements to retain talent and boost motivation.
  • Keep the team informed and connected with business updates and team progress.
  • Cultivate a positive team culture that inspires collaboration and pride in shared success.

Qualifications

• Bachelor's Degree (Preferred)

Requirements

• 5+ years relevant work experience; 2-3 years at the Senior level or equivalent experience (Preferred)
• 2 years experience in information technology management (Preferred)
• 0-2 years relevant leadership experience (Preferred)

Working Conditions

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

Salary Range

• $50,000–$80,000