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Information Technology - Manager IT Service Delivery 130-5010

CommunityCare

Tulsa, Oklahoma • Today

Full-time

Senior Engagement Manager – IT Service Delivery / Client Management

Galaxy i Technologies, Inc.

Remote • Today

Contract, Third Party

Depends on Experience

Information Technology - Application Support Lead 130-2064

CommunityCare

Tulsa, Oklahoma • Today

Full-time

Manager | IT Service Management

CBIZ

Remote or Cleveland, Ohio • Today

Full-time

IT Manager - Support

Kforce Technology Staffing

Remote or Miami, Florida • Today

Full-time

$90,000 - $100,000 annually

IT Project Manager - Infrastructure

Precision System Design Inc.

Remote or Hybrid in Cleveland, Ohio • Today

Easy Apply

Contract

DOE

Director, IT Services - Network Engineering - Remote

Molina Healthcare

Remote • Today

Full-time

USD 105,958.12 - 229,575.94 per year

IT Engineer IV - Cloud Platform Solutions

BOK Financial Corporation

Tulsa, Oklahoma • Today

Full-time

IT Project Manager III

OakTree Staffing

Hybrid in Tulsa, Oklahoma • 2d ago

Easy Apply

Contract

Depends on Experience

Technology Services Manager (IT Policy & Planning - Manager)

Washington State Department of Transportation

Remote or Shoreline, Washington • Today

Full-time

USD 109,512.00 - 147,246.00 per year

Lead IT Systems Engineer

Boulevard

Remote • Today

Full-time

USD 150,000.00 - 177,000.00 per year

Sr. IT Project & Program Manager, Asset Management

Pinterest, Inc.

Remote or San Francisco, California • Today

Full-time

USD 110,494.00 - 227,486.00 per year

Information Technology - Data Engineer 130-2049

CommunityCare

Tulsa, Oklahoma • Today

Full-time

Information Technology - Azure Administrator 130-2069

CommunityCare

Tulsa, Oklahoma • Today

Full-time

IT Manager/Director

Robert Half

Broken Arrow, Oklahoma • Today

Easy Apply

Full-time

USD 110,000.00 - 130,000.00 per year

IT Delivery Lead

Digital Technology Solutions

Remote • Today

Easy Apply

Contract

DOE

IT Virtual Desktop Infrastructure Engineer

Holland & Knight LLP

Remote or Tampa, Florida • Today

Full-time

IT-Tolling/Traffic Technical Director

Parsons Services Company

Remote • Today

Full-time

USD 148,300.00 - 266,900.00 per year

MSP Tier 1 IT Support Tech-Not Remote

TeamLogic IT of Menlo Park

Remote or Durham, North Carolina • Today

Full-time

USD 22.00 - 28.00 per hour

IT Project Manager IV

Bravo Technical Resources

Tulsa, Oklahoma • Today

Full-time

USD 142,400.00 per year

Information Technology - Director of Product 130-7002

CommunityCare

Tulsa, Oklahoma • Today

Full-time

IT Service Manager - Major Incident Management

Wissen Infotech

Remote • Today

Easy Apply

Contract, Third Party

$70 - $80

IT Principal Contact Center Solution Architect

Maximus, Inc.

Remote • Today

Full-time

USD 197,840.00 per year

IT Director, Payroll and Time & Attendance Technology

Stanley Black and Decker

Remote or Charlotte, North Carolina • Today

Full-time

USD 134,300.00 - 231,700.00 per year

Senior IT Project Manager (IT Operations & Service Desk)

Randstad Digital

Remote or Framingham, Massachusetts • Today

Contract

USD75 - USD85

Director of IT Systems - Sales & Marketing

System One

Remote • 13d ago

Easy Apply

Full-time

Depends on Experience

IT Infrastructure & Operations Manager (IT Policy & Planning - Senior Manager)

Washington State Department of Transportation

Remote or Olympia, Washington • Today

Full-time

USD 115,008.00 - 154,656.00 per year

IT Software Asset Management Analyst (ITSAM)

Mindlance

Remote • 7d ago

Easy Apply

Contract

$62 - $64

VP, Information Technology Engineering

Bestow, Inc

Remote or Dallas, Texas • Today

Full-time

USD 260,000.00 - 280,000.00 per year

IT Project Manager

Precision System Design Inc.

Remote or Hybrid in Cleveland, Ohio • Today

Easy Apply

Contract

DOE

Job Details

Skills

Accountability
Application Support
Software Troubleshooting
SLA
Software Engineering
Data Engineering
Product Management
Instructional Design
Knowledge Management
ROOT
Recruiting
Scheduling
Onboarding
Computer Hardware
Provisioning
Identity Management
Reporting
Service Delivery
Performance Metrics
IT Management
JIRA
Service Management
Service Level Management
Communication
Facilitation
Training
Documentation
Management
Information Technology
Business Administration
IT Service Management
Help Desk
Technical Support
Leadership
People Management
Health Care
Enterprise Software
ITIL

Accountability
Application Support
Software Troubleshooting
SLA
Software Engineering
Data Engineering
Product Management
Instructional Design
Knowledge Management
ROOT
Recruiting
Scheduling
Onboarding
Computer Hardware
Provisioning
Identity Management
Reporting
Service Delivery
Performance Metrics
IT Management
JIRA
Service Management
Service Level Management
Communication
Facilitation
Training
Documentation
Management
Information Technology
Business Administration
IT Service Management
Help Desk
Technical Support
Leadership
People Management
Health Care
Enterprise Software
ITIL

Summary

JOB SUMMARY:

The Manager, IT Service Delivery is responsible for leading frontline and advanced technical support operations, establishing and managing a dedicated service delivery model that enables timely resolution of operational support needs. This role oversees the performance, training, SLA/queue management, and the escalation path between the Service Delivery and Engineering teams. The position is accountable for expanding Service Delivery ownership of application support, data modification requests, and pipeline failure triage.

KEY RESPONSIBILITIES:

Lead and manage the day-to-day operations, performance, and development of the IT Service Delivery team, including help desk and advanced technical support functions, to ensure high-quality, responsive IT support services.
Define and drive the target-state scope for advanced technical support: enterprise application/custom software troubleshooting, data-modification support, operational triage, incident follow-up, and resolution of recurring technical support issues.
Manage SLA performance and ticket-queue health across the Service Delivery function, including completion rates, rejection rates, and escalation volume.
Serve as the primary escalation point for complex support issues, ensuring operational matters are resolved within IT Service Delivery and minimizing disruptions to Software Engineering, Data Engineering, Architecture, and Product Management teams.
Oversee the training, documentation, and knowledge-management practices needed to expand advanced support ownership.
Identify recurring support activities and lead the transition of operational ownership from engineering teams to IT Service Delivery.
Monitor and report on ticket volume, aging, and concentration risk across the Service Delivery function; escalate systemic or recurring failure patterns for root-cause resolution.
Manage staffing, scheduling, and operational coverage across help desk and advanced technical support functions, ensuring the timely and effective delivery of onboarding and offboarding services, hardware provisioning, and access management.
Develop and maintain collaborative relationships with engineering leaders to establish clear service ownership, formalize handoff criteria, and define escalation processes that ensure efficient support operations.
Track and report on Service Delivery performance metrics to IT leadership.
Perform other job-related duties as required or assigned.

QUALIFICATIONS:

Proven ability to lead and develop frontline technical support teams in a fast-paced, multi-tiered support environment.
Strong working knowledge of ITSM/ITIL principles, ticketing systems (Jira Service Management or equivalent) and SLA management.
Excellent communication and facilitation skills.
Demonstrated ability to build training programs and documentation that raise team capability over time.
Ability to manage competing priorities across a high ticket-volume environment without sacrificing quality.
Successful completion of Health Care Sanctions background check.

EDUCATION/EXPERIENCE:

Bachelor's degree in Information Technology, Business Administration, or related field (or equivalent experience).
A minimum of five years of experience in IT service delivery, help desk, or technical support leadership, including two or more years in a people-management role.
Prior experience operating or building a multi-level support model preferred.
Prior experience in healthcare, health plan, or other regulated, data-sensitive environments preferred.
Familiarity with enterprise application support (claims/eligibility/provider systems) preferred.
ITIL Foundation certification or equivalent preferred.

CommunityCare is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 80184480
Position Id: 45210879c5ece11b9186f321609504e4
Posted 30+ days ago

Fitment

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IT Manager/Director

Broken Arrow, Oklahoma

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Job Details

Skills

Accountability
Application Support
Software Troubleshooting
SLA
Software Engineering
Data Engineering
Product Management
Instructional Design
Knowledge Management
ROOT
Recruiting
Scheduling
Onboarding
Computer Hardware
Provisioning
Identity Management
Reporting
Service Delivery
Performance Metrics
IT Management
JIRA
Service Management
Service Level Management
Communication
Facilitation
Training
Documentation
Management
Information Technology
Business Administration
IT Service Management
Help Desk
Technical Support
Leadership
People Management
Health Care
Enterprise Software
ITIL

Accountability
Application Support
Software Troubleshooting
SLA
Software Engineering
Data Engineering
Product Management
Instructional Design
Knowledge Management
ROOT
Recruiting
Scheduling
Onboarding
Computer Hardware
Provisioning
Identity Management
Reporting
Service Delivery
Performance Metrics
IT Management
JIRA
Service Management
Service Level Management
Communication
Facilitation
Training
Documentation
Management
Information Technology
Business Administration
IT Service Management
Help Desk
Technical Support
Leadership
People Management
Health Care
Enterprise Software
ITIL

Summary

Lead and manage the day-to-day operations, performance, and development of the IT Service Delivery team, including help desk and advanced technical support functions, to ensure high-quality, responsive IT support services.
Define and drive the target-state scope for advanced technical support: enterprise application/custom software troubleshooting, data-modification support, operational triage, incident follow-up, and resolution of recurring technical support issues.
Manage SLA performance and ticket-queue health across the Service Delivery function, including completion rates, rejection rates, and escalation volume.
Serve as the primary escalation point for complex support issues, ensuring operational matters are resolved within IT Service Delivery and minimizing disruptions to Software Engineering, Data Engineering, Architecture, and Product Management teams.
Oversee the training, documentation, and knowledge-management practices needed to expand advanced support ownership.
Identify recurring support activities and lead the transition of operational ownership from engineering teams to IT Service Delivery.
Monitor and report on ticket volume, aging, and concentration risk across the Service Delivery function; escalate systemic or recurring failure patterns for root-cause resolution.
Manage staffing, scheduling, and operational coverage across help desk and advanced technical support functions, ensuring the timely and effective delivery of onboarding and offboarding services, hardware provisioning, and access management.
Develop and maintain collaborative relationships with engineering leaders to establish clear service ownership, formalize handoff criteria, and define escalation processes that ensure efficient support operations.
Track and report on Service Delivery performance metrics to IT leadership.
Perform other job-related duties as required or assigned.

QUALIFICATIONS:

Proven ability to lead and develop frontline technical support teams in a fast-paced, multi-tiered support environment.
Strong working knowledge of ITSM/ITIL principles, ticketing systems (Jira Service Management or equivalent) and SLA management.
Excellent communication and facilitation skills.
Demonstrated ability to build training programs and documentation that raise team capability over time.
Ability to manage competing priorities across a high ticket-volume environment without sacrificing quality.
Successful completion of Health Care Sanctions background check.

EDUCATION/EXPERIENCE:

Bachelor's degree in Information Technology, Business Administration, or related field (or equivalent experience).
A minimum of five years of experience in IT service delivery, help desk, or technical support leadership, including two or more years in a people-management role.
Prior experience operating or building a multi-level support model preferred.
Prior experience in healthcare, health plan, or other regulated, data-sensitive environments preferred.
Familiarity with enterprise application support (claims/eligibility/provider systems) preferred.
ITIL Foundation certification or equivalent preferred.

Dice Id: 80184480
Position Id: 45210879c5ece11b9186f321609504e4
Posted 30+ days ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

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