Sr. Manager, IT Support Operations

Overview: this person will lead and continue maturing the delivery of end user support services across a complex, multi-site healthcare organization. Will have direct accountability for service desk operations, desktop and field support, endpoint services, IT asset management, and identity and access management functions. 

Ideal Candidate + What we''re looking for:

• Has built or significantly matured a support operations function — not simply managed one.

• A leader who has implemented and sustained ITIL-aligned processes in practice, including incident management, ticket governance, escalation management, and knowledge management.

• Has owned or directed the function responsible for the platform — shaping how the organization uses it, driving adoption, and managing accountability against it. 

• NOT a generalist IT Manager, someone who has grown throughout their career and kept a focus on support operations leadership, process discipline, and service quality.

Compensation: $125,000-$140,000 + 5% bonus
Location: Remote (EST/CST time zone preference)

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field. Equivalent experience will be considered.
• ITIL Practitioner or Managing Professional certification preferred, PMP is a plus
• Minimum of seven years of progressive experience in IT support, end user services, or IT operations, including direct leadership responsibility in complex environments.
• Demonstrated experience & success leading service desk and end user support functions in a multi-site organization.
• Experience in healthcare, physician practice, ambulatory, or regulated care delivery environments strongly preferred.
• Strong command of service delivery metrics, operational reporting, trend analysis, and performance improvement methodology.
• Strong working knowledge of ITIL based service management disciplines including incident, request, change. knowledge, escalation, and continual improvement.

Key Responsibilities

• Own the day-to-day performance and operational maturity of IT support functions including service desk, desktop support, field support, and endpoint services across all locations.
• Define, track, and report on service delivery metrics including SLA compliance, ticket aging, first contact resolution, backlog trends, escalation rates, and customer satisfaction. Ensure metrics reflect operational reality and drive accountability rather than activity.
• Develop and maintain executive level reporting, operational dashboards, and agent-level scorecards that provide leadership with clear visibility into support performance and improvement trajectory.
• Own the Major Incident Management Process including stakeholder communications and post incident reviews
• Own the organization’s ITSM platform (FreshService) configuration, workflow standards, and ongoing optimization in alignment with service delivery goals.
• Develop, enforce, and continuously improve standard operating procedures, support workflows, and knowledge base documentation across the support function.
• Oversee IT asset management activities including device deployment, recovery, inventory accuracy, refresh coordination, and lifecycle execution.
• Partner with infrastructure, security, identity, and application teams to ensure support services are integrated, dependable, and operationally aligned.