Manager of IT Service Delivery

Manager, IT Service Delivery

Annual 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.

About the Role

Are you a hands-on IT leader passionate about delivering exceptional technology services, driving operational excellence, and developing high-performing teams? We are seeking a Manager, IT Service Delivery to lead daily IT operations, infrastructure services, and end-user support while ensuring outstanding service delivery across the organization.

In this highly visible leadership role, you will oversee Infrastructure and Help Desk/Desktop teams, manage escalations, optimize service performance, and collaborate with business and technology stakeholders to support a modern enterprise environment that includes Microsoft 365, Azure, AWS, Windows, MacOS, Fortinet networking, telecommunications, cloud services, and endpoint technologies.

If you're an experienced IT operations leader who thrives in fast-paced environments, enjoys solving complex technical challenges, and is passionate about team development and customer satisfaction, we'd love to hear from you.

What You'll Do

Lead 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 e