Associate Manager IT Service Delivery

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

Key Responsibilities – IT Service Management (Service Desk/Desktop Support)

• 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)

Altera Digital Health sets clear expectations for managers to foster team growth and excellence:

• 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 reftain 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.

Education

• Bachelor's Degree (Preferred)

Additional Education

Work Experience

• 5+ years relevant work experience; 2-3 years at the Senior level or equivalent experience (Preferred)

Additional Work Experience

• 2 years experience in information technology management (Preferred)

Management Experience

• 0-2 years relevant leadership experience (Preferred)