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Job Posting Title:

IT Service Delivery & End User Operations Manager

Location:

Dallas - Hospital

Additional Posting Details:

Monday - Friday

8:00am - 5:00pm

After hours and weekends as needed

Job Description:

Position Summary

The Manager, IT Service Delivery & End User Operations provides strategic and operational leadership for enterprise IT support services across the health system. This role is responsible for leading end-user support operations, IT service delivery governance, operational process maturity, and continuous improvement initiatives while ensuring reliable, secure, and high-quality technology services for clinical and business operations.

The position combines leadership oversight for the Help Desk, Desktop Support, endpoint operations, and IT service management (ITSM) processes into a centralized operational leadership role. The Manager partners closely with Infrastructure, Applications, Cybersecurity, Clinical Informatics, and business leaders to ensure technology services align with organizational priorities, patient care delivery, cybersecurity requirements, and operational excellence objectives.

This role also serves as a key driver for modernization initiatives through the adoption of AI-enabled support capabilities, automation technologies, operational analytics, self-service strategies, and workflow optimization to improve efficiency, scalability, and the overall end-user experience.

Key Responsibilities

IT Service Delivery & Operational Leadership

Lead enterprise IT support operations including Help Desk, desktop support, endpoint services, and operational service coordination across hospital and clinic locations
Establish accountability for service delivery performance, SLA attainment, escalation management, and customer satisfaction metrics
Oversee incident, request, problem, and change management processes across IT operational teams
Coordinate major incident response activities, outage communications, operational recovery efforts, and root cause analysis
Develop operational dashboards, KPI reporting, trend analysis, and executive-level service reporting
Ensure operational consistency and standardized support processes across all facilities and departments

Healthcare Technology Support

Support mission-critical clinical and operational technologies including Epic, clinical workstations, WOWs (Workstations on Wheels), printers, badge authentication systems, mobile devices, and endpoint peripherals
Partner with clinical leadership and operational departments to ensure technology services support patient care workflows and clinician efficiency
Coordinate operational support activities for hospitals, clinics, therapy services, and administrative departments
Ensure support processes minimize disruption to patient care operations and maintain high availability standards
Support operational readiness initiatives related to healthcare compliance, accreditation, and audit requirements

AI, Automation & Operational Modernization

Lead implementation and adoption of AI-enabled IT support capabilities including virtual agents, intelligent ticket routing, automated ticket summarization, knowledge recommendations, and predictive operational analytics
Identify opportunities to automate repetitive operational tasks and improve service efficiency through workflow automation and endpoint management technologies
Drive self-service initiatives including knowledge management, user enablement resources, automation workflows, and service catalog optimization
Collaborate with engineering and infrastructure teams to modernize endpoint provisioning, patch management, software deployment, and operational workflows
Evaluate emerging AI and automation technologies that enhance service quality, operational scalability, and workforce efficiency
Promote a data-driven and automation-first operational culture across support services

ITSM Governance & Continuous Improvement

Own and mature ITSM processes and platform utilization including ServiceNow governance and workflow standardization
Establish operational standards, escalation procedures, documentation requirements, and service governance controls
Drive continuous service improvement initiatives using operational metrics, trend analysis, and user feedback
Ensure operational processes align with cybersecurity standards, compliance requirements, and audit readiness objectives
Improve visibility into service health, recurring issues, operational risks, and performance trends

Leadership & Team Development

Provide leadership, coaching, mentoring, and performance management for support personnel and team leads
Foster a culture of accountability, professionalism, collaboration, innovation, and customer service excellence
Develop career growth pathways and succession planning opportunities within IT operations
Lead organizational change initiatives and operational communication efforts
Promote collaboration across Infrastructure, Networking, Security, Applications, and Clinical Informatics teams

Required Qualifications

Bachelor’s degree in Information Technology, Healthcare Informatics, Business Administration, or related field equivalent experience considered
Minimum of 5 years of progressive IT operations, service delivery, or end-user support leadership experience
Experience managing enterprise Help Desk/Desktop Support operations in complex environments
Strong knowledge of IT Service Management (ITSM) principles including Incident, Problem, Change, and Request Management
Experience with ServiceNow or comparable ITSM platforms
Strong analytical, organizational, leadership, and communication skills
Experience leading operational process improvement and service optimization initiatives

Preferred Qualifications

Experience within healthcare, hospital systems, or regulated environments
Familiarity with Epic support environments and clinical operational workflows
Experience with AI-enabled IT operations, automation platforms, and workflow optimization technologies
Experience with endpoint management platforms such as Microsoft Intune, SCCM, KACE, Absolute, SolarWinds, or ManageEngine
ITIL certification or equivalent operational governance experience
Experience supporting hybrid infrastructure and cloud-based operational environments

Key Performance Indicators

SLA adherence and service responsiveness
End-user satisfaction and clinician experience metrics
Reduction in recurring incidents and operational escalations
Increased automation adoption and operational efficiency
ITSM process maturity and governance compliance
Endpoint operational stability and service reliability
Operational reporting accuracy and leadership visibility
Reduction in manual operational workload through automation initiatives

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