Manager, IT Service DeliveryAnnual Compensation Range: $130,000 - $140,000 annually | Full-Time | Benefits Eligible
Profession: Information Technology (IT) Leadership / Healthcare
Location: Onsite - Greenville, SC
Travel: May require up to 10% travel to hospitals and vendor sites. Participation in on-call support, after-hours escalations, scheduled maintenance windows, outage response, and emergency response activities may be required.
What You'll DoLead IT Service Delivery Operations- Manage day-to-day Infrastructure and Help Desk/Desktop operations, including incidents, service requests, ticket queues, SLAs, escalations, scheduling, and resource allocation.
- Ensure reliable support for Windows and Mac environments, Microsoft 365, Azure, AWS, networking, telecommunications, cloud platforms, and endpoint technologies.
- Serve as the primary escalation point for critical service disruptions, VIP support issues, and operational incidents.
- Coordinate after-hours support, maintenance activities, emergency response efforts, and on-call coverage.
Drive Operational Excellence- Oversee infrastructure, cloud, network, storage, endpoint, telecommunications, and audio/visual support services.
- Monitor service performance through KPIs, dashboards, and reporting metrics.
- Lead incident, problem, change, and request management processes using ITSM best practices.
- Ensure operational readiness through monitoring, patching, backup and recovery, asset lifecycle management, and documentation governance.
- Drive continuous service improvement initiatives to enhance reliability, efficiency, and customer satisfaction.
Develop and Lead High-Performing Teams- Recruit, hire, onboard, coach, mentor, and develop Infrastructure and Help Desk professionals.
- Conduct performance reviews, workforce planning, employee development, and corrective action when needed.
- Foster a culture of accountability, collaboration, innovation, customer service, and technical excellence.
- Identify staffing, training, and skill development opportunities to support organizational growth.
Partner Across the Business- Collaborate with Cybersecurity teams on vulnerability remediation, endpoint security, access management, audit readiness, incident response, disaster recovery, and business continuity initiatives.
- Coordinate vendor relationships, procurement activities, licensing, renewals, and technology refresh programs.
- Support strategic IT initiatives and infrastructure modernization projects.
- Communicate service updates, outage notifications, maintenance schedules, and operational changes to stakeholders across the organization.
Required Qualifications- Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent experience will be considered.
- 5+ years of progressive experience in IT Service Delivery, IT Operations, Infrastructure Support, Help Desk Management, or related technology leadership roles.
- Experience leading and supervising technical teams, including hiring, coaching, performance management, and employee development.
- Working knowledge of ITIL principles and service management processes including Incident, Problem, Change, Request, and Service Level Management.
- Hands-on experience supporting enterprise environments that include:
- Microsoft 365
- Microsoft Azure
- Amazon Web Services (AWS)
- Windows and Mac operating systems
- Fortinet networking technologies
- Telecommunications and endpoint support
- Experience managing vendor relationships, ITSM platforms, operational reporting, knowledge management, and service metrics.
- Excellent communication, leadership, problem-solving, and stakeholder management skills.
Preferred Qualifications- 2+ years of formal people leadership experience.
- ITIL, PMP, CAPM, CompTIA, Microsoft, Fortinet, Cloud, or Endpoint Management certifications.
- Experience with PowerShell, Python, Microsoft Graph, APIs, automation, orchestration, or systems integration.
- Background in healthcare, regulated industries, multi-site organizations, or high-growth environments.
- Knowledge of cybersecurity, compliance, disaster recovery, business continuity, and operational resilience practices.
What We Offer - The Good Stuff:- A mission based company with an amazing company culture
- Paid time off & holidays so you can spend time with the people you love
- Medical, dental, and vision insurance for you and your loved ones
- Health Savings Account (with employer contribution) or Flexible Spending Account options
- Employer Paid Basic Life and AD&D Insurance
- Employer Paid Short- and Long-Term Disability w Optional Short Term Disability Buy-up plan
- Paid Parental Leave
- 401(k) Savings Plan with match
- Legal Plan & Identity Theft Services
- Mental health support and resources
