JOB SUMMARY:The Manager, IT Service Delivery is responsible for leading frontline and advanced technical support operations, establishing and managing a dedicated service delivery model that enables timely resolution of operational support needs. This role oversees the performance, training, SLA/queue management, and the escalation path between the Service Delivery and Engineering teams. The position is accountable for expanding Service Delivery ownership of application support, data modification requests, and pipeline failure triage.
KEY RESPONSIBILITIES:- Lead and manage the day-to-day operations, performance, and development of the IT Service Delivery team, including help desk and advanced technical support functions, to ensure high-quality, responsive IT support services.
- Define and drive the target-state scope for advanced technical support: enterprise application/custom software troubleshooting, data-modification support, operational triage, incident follow-up, and resolution of recurring technical support issues.
- Manage SLA performance and ticket-queue health across the Service Delivery function, including completion rates, rejection rates, and escalation volume.
- Serve as the primary escalation point for complex support issues, ensuring operational matters are resolved within IT Service Delivery and minimizing disruptions to Software Engineering, Data Engineering, Architecture, and Product Management teams.
- Oversee the training, documentation, and knowledge-management practices needed to expand advanced support ownership.
- Identify recurring support activities and lead the transition of operational ownership from engineering teams to IT Service Delivery.
- Monitor and report on ticket volume, aging, and concentration risk across the Service Delivery function; escalate systemic or recurring failure patterns for root-cause resolution.
- Manage staffing, scheduling, and operational coverage across help desk and advanced technical support functions, ensuring the timely and effective delivery of onboarding and offboarding services, hardware provisioning, and access management.
- Develop and maintain collaborative relationships with engineering leaders to establish clear service ownership, formalize handoff criteria, and define escalation processes that ensure efficient support operations.
- Track and report on Service Delivery performance metrics to IT leadership.
- Perform other job-related duties as required or assigned.
QUALIFICATIONS:- Proven ability to lead and develop frontline technical support teams in a fast-paced, multi-tiered support environment.
- Strong working knowledge of ITSM/ITIL principles, ticketing systems (Jira Service Management or equivalent) and SLA management.
- Excellent communication and facilitation skills.
- Demonstrated ability to build training programs and documentation that raise team capability over time.
- Ability to manage competing priorities across a high ticket-volume environment without sacrificing quality.
- Successful completion of Health Care Sanctions background check.
EDUCATION/EXPERIENCE:- Bachelor's degree in Information Technology, Business Administration, or related field (or equivalent experience).
- A minimum of five years of experience in IT service delivery, help desk, or technical support leadership, including two or more years in a people-management role.
- Prior experience operating or building a multi-level support model preferred.
- Prior experience in healthcare, health plan, or other regulated, data-sensitive environments preferred.
- Familiarity with enterprise application support (claims/eligibility/provider systems) preferred.
- ITIL Foundation certification or equivalent preferred.
