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# Associate Manager IT Service Delivery

- **Company:** Harris Computer Systems
- **Location:** United States (Remote available)
- **Experience:** Starter
- **Salary:** $50,000.0 - $80,000.0
- **Contract:** Permanent contract
- **Skills:** Active Directory, EHealth, Citrix Systems, Information Technology, Servicenow
- **Published:** October 26, 2026
- **Apply:** https://harriscomputer.wd3.myworkdayjobs.com/1/job/Remote---North-Carolina/Associate-Manager-IT-Service-Delivery_R0044172-2

## About the Role

* Bachelor's Degree (Preferred)

Work Experience

 * 5+ years relevant work experience; 2-3 years at the Senior level or equivalent experience (Preferred)

Additional Work Experience

 * 2 years experience in information technology management (Preferred)

Management Experience

 * 0-2 years relevant leadership experience (Preferred)

## Description

* Delivering 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.
 * Supporting Account Success - Contribute to the profitability and financial health of the account by aligning service delivery with corporate revenue and margin goals.
 * Client Relationship Management - Build and nurture strong client relationships, proactively addressing issues to reinforce trust and satisfaction.
 * Proactive Risk Oversight - Continuously monitor potential risks and ensure timely and appropriate escalation to maintain operational stability.
 * Empowering & Managing High-Performance Teams - Ensure optimal resource utilization and foster an environment where milestones are met and staff feel supported, capable, and motivated.
 * Driving 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.
 * Support 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.

Technical Expertise

 * Proven 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.
 * Skilled in ITSM platforms such as ServiceNow, Remedy, and similar tools, ensuring efficient service operations and incident management.

Leadership & Talent Development (For Roles with Direct Reports)

Altera Digital Health sets clear expectations for managers to foster team growth and excellence:

 * Recruit a diverse and capable team to build a strong talent mix.
 * Demonstrated ability to work closely with individual contributors to identify business challenges, analyse performance gaps, implement creative solutions, and track success through relevant KPIs.
 * Accelerate onboarding to ensure new hires are set up for success.
 * Communicate clear objectives that empower individuals and align with team goals.
 * Assign work strategically to maximize employee strengths and contributions.
 * Guide and coach team members through personalized development plans.
 * Provide timely, constructive feedback and address underperformance with care.
 * Celebrate achievements to reftain talent and boost motivation.
 * Keep the team informed and connected with business updates and team progress.
 * Cultivate a positive team culture that inspires collaboration and pride in shared success.