DescriptionService Delivery ManagerHoward University Hospital | Washington, DC
Role Summary
As a Service Delivery Manager at Howard University Hospital, you will lead a team of on-site IT support operations staff, serving as the single point of contact for all on-site support across the organization's locations. You will own the daily operations of the LAN team - managing time and attendance, request fulfillment, incident management, and access management workflows - while serving as the primary escalation resource for the service desk and LAN Technician I and II positions. Reporting to the Director, IT Operations, you will apply process improvement methodologies and IT best practices to ensure consistent, high-quality technical support delivery in a dynamic healthcare environment.
What You'll Do
Operations Management & Team Leadership
- Implement and support processes specific to the daily workflow of the team; perform regular rounding across hospital departments and business service lines
- Manage resource allocation activities across service operations, recurring operational duties, and project availability
- Audit processes and work with the team to address failures through continuous process improvement, education, and training
- Follow the Standard Management Approach to measure and report on key performance indicators relative to support areas and processes
- Leverage process improvement methodologies such as DMAIC and Lean Six Sigma to improve processes and performance outcomes
Service Delivery & Technical Support
- Provide service operations response and support for all requests, incidents, and access-related efforts performed on site at any of the organization's locations
- Interact with customers to provide face-to-face technical support, training, and instruction; troubleshoot problem areas in person, by telephone, and via email in a timely and accurate manner
- Assist with the installation, configuration, upgrade, and day-to-day administration and support of the compute environment
- Support the administration and configuration of endpoint devices including laptops, tablets, desktops, peripherals, and clinical devices
- Conduct site surveys; assess and document current site equipment, configurations, and user requirements
- Work with end users and other support staff to configure, troubleshoot, and maintain access-related issues
- Complete necessary internal reporting and report status to various levels of management and client representatives
- Maintain an accurate understanding of operational time commitments and provide availability to support project-based implementations, including after-hours and on-call coverage as required
Planning, Implementation & Change Management
- Follow PMBOK best practices in the planning and design of endpoint device deployments; follow ITIL best practices in the planning and design of endpoint device configurations
- Assist with requirements data gathering and analysis; assist with the planning and design of endpoint device workflows
- Follow standard operating procedures in the implementation and transition of software and hardware deployments; follow change and release management processes
- Facilitate conversations across employees, vendors, and other support teams while implementing or upgrading devices and software
- Work with the Project Management Office on device refresh and general device deployment activities; participate in the creation of detailed work breakdown structures for the implementation of automated and manual provisioning configurations
Vendor & Technology Evaluation
- Participate in reviewing vendor solutions to address endpoint device requirements of business and clinical departments
- Provide expertise to identify and translate end-user workflow needs into endpoint configuration requirements
Compliance & Regulatory
- Promote adherence to the Health Sciences Compliance Program, Howard University Code of Ethics, Health Sciences Standards of Conduct, and HIPAA
- Attend all mandatory compliance training including HIPAA Privacy training; actively participate in compliance program activities
- Maintain strict confidentiality of patients, families, and staff
- Perform other duties as assigned consistent with the scope of this role
Required Qualifications
- Minimum four (4) years of experience supporting workstations, peripherals, and general endpoint devices in an enterprise environment
- Minimum two (2) years of supervisory or team lead experience
- CompTIA A+ Certification required (required within 6 months of start date)
- Advanced understanding of Microsoft technologies including Windows 11
- Advanced understanding of computer hardware, peripherals, and computer systems characteristics, features, and integration capabilities
- General knowledge of information systems, hardware platforms, enterprise software applications, and outsourced systems management
- Good understanding of IT project management principles and PMBOK best practices; familiarity with ITIL frameworks
- Experience working in a regulated environment, with HIPAA knowledge and solid understanding of privacy and security requirements
- Effective and proactive communicator with the ability to articulate technical concepts to both technical and non-technical audiences
- Highly organized, critical thinker with strong attention to detail and the ability to execute effectively in high-stress situations
- Ability to work well in a team-based management environment with excellent interpersonal skills and the ability to assume responsibility and exercise authority over assigned work functions
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Experience with Cerner workstations and peripherals
- Experience in the healthcare industry or a mission-critical operating environment
What We Offer
- Work-life balance
- Recognition and rewards for professional expertise
- Competitive, comprehensive benefit plans including health, disability, vacation, sick leave, and 403(b) retirement plan
- Tuition remission at Howard University for you and/or eligible dependent children - up to two (2) courses per semester
- A mission-driven environment rooted in over 150 years of excellence, service, and advocacy for the communities we serve
Position Details
DepartmentInformation TechnologyReports ToDirector, IT OperationsFLSA StatusExemptScheduleFull-Time | occasional evenings, nights, weekends, and holidays as operational needs require
Pay & Schedule
This is a full-time, exempt position. Pay range:
$106,223 - $169,956/yr, commensurate with experience and qualifications.
