{"id":3141440,"url":"https://alion.io/job/harris-computer-associate-manager-it-service-delivery","title":"Associate Manager IT Service Delivery","company":{"id":2223,"name":"Harris Computer","domain":"harriscomputer.com","url":"https://alion.io/company/harris-computer","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":35,"ghost_share":0,"stale_share":0.943,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":50000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-22T00:00:00Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-28T21:56:22Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Job Title: IT Service Management (Service Desk/Desktop Support)\nKey Responsibilities - IT Service Management (Service Desk/Desktop Support)\nDelivering Responsive & Efficient IT Services - Lead day-to-day operations to ensure high-quality IT support tailored to the specific needs of the client hospital, across both technical and application support domains.\nSupporting Account Success - Contribute to the profitability and financial health of the account by aligning service delivery with corporate revenue and margin goals.\nClient Relationship Management - Build and nurture strong client relationships, proactively addressing issues to reinforce trust and satisfaction.\nProactive Risk Oversight - Continuously monitor potential risks and ensure timely and appropriate escalation to maintain operational stability.\nEmpowering & Managing High-Performance Teams - Ensure optimal resource utilization and foster an environment where milestones are met and staff feel supported, capable, and motivated.\nDriving Process Excellence - Identify operational gaps and improvement opportunities. Facilitate process workflow modeling to collaborate on process enhancements, automation strategies, and clearly defined end-to-end use cases.\nSupport Model Experience - Manage and support around-the-clock technical and application support processes -including Tier 1 and Tier 2 workflows-with a strong focus on meeting SLA and OLA commitments.\nTechnical Expertise\nProven experience leading a team responsible for Tier 1 troubleshooting across Citrix, Active Directory, and desktop/office environments, but not limited to these areas of technical support.\nSkilled in ITSM platforms such as ServiceNow, Remedy, and similar tools, ensuring efficient service operations and incident management.\nLeadership & Talent Development (For Roles with Direct Reports)\nAltera Digital Health sets clear expectations for managers to foster team growth and excellence:\nRecruit a diverse and capable team to build a strong talent mix.\nDemonstrated ability to work closely with individual contributors to identify business challenges, analyse performance gaps, implement creative solutions, and track success through relevant KPIs.\nAccelerate onboarding to ensure new hires are set up for success.\nCommunicate clear objectives that empower individuals and align with team goals.\nAssign work strategically to maximize employee strengths and contributions.\nGuide and coach team members through personalized development plans.\nProvide timely, constructive feedback and address underperformance with care.\nCelebrate achievements to reftain talent and boost motivation.\nKeep the team informed and connected with business updates and team progress.\nCultivate a positive team culture that inspires collaboration and pride in shared success.\nEducation\nBachelor's Degree (Preferred)\nWork Experience\n5+ years relevant work experience; 2-3 years at the Senior level or equivalent experience (Preferred)\nAdditional Work Experience\n2 years experience in information technology management (Preferred)\nManagement Experience\n0-2 years relevant leadership experience (Preferred)\nWorking Conditions:\nShift Hours - Standard shift working - Monday - Friday, within 8:00 AM - 7:00 PM EST\nOur company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. 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