Service Delivery Manager

Description

We are looking for an experienced Service Delivery Manager to lead end-user support services in Tarrytown, New York. This role is responsible for ensuring dependable technical assistance, strong service performance, and a consistent support experience across a multi-site healthcare environment. The ideal candidate will guide service desk operations, strengthen endpoint support, and work closely with cross-functional teams to resolve issues efficiently and improve service delivery.

Responsibilities:
Direct daily service desk and end-user computing operations to provide timely, high-quality technical support across multiple locations.
Oversee ticket workflows, escalation paths, and queue health to maintain service levels and improve response and resolution times.
Track support metrics and operational performance, using data to identify trends and implement service improvements.
Partner with infrastructure, security, application support, and business leaders to coordinate effective resolution of user issues and major incidents.
Manage endpoint support services, including device readiness, user access, and overall reliability of workplace technology.
Lead knowledge management and problem management efforts by promoting documentation quality and addressing recurring technical issues at the source.
Coordinate team schedules and coverage plans to ensure consistent support availability and effective resource allocation.
Support administration and operational use of platforms such as ServiceNow, Azure Active Directory, Intune, and remote support tools.
Communicate service updates, incident impacts, and support priorities clearly to stakeholders and site leadership.

Requirements

Proven experience leading service desk or end-user computing teams in a complex operational environment.
Strong background in service delivery management, including ticket oversight, escalation handling, and performance monitoring.
Hands-on familiarity with ServiceNow Platform, Azure Active Directory, Intune, and remote desktop support tools.
Experience supporting collaboration technologies such as Cisco Webex Meetings and related end-user tools.
Ability to manage team scheduling and balance support resources across changing business needs.
Solid understanding of incident, problem, and knowledge management practices.
Strong communication and stakeholder management skills, with the ability to work effectively across technical and non-technical groups.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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