Job Description

Central Service Office, 805 Madison St, Seattle, Washington, United States of America Position Summary The IT Service Delivery Manager is responsible for overseeing and enhancing the day-to-day technical operations of the helpdesk, ensuring adherence to IT Service Management (ITSM) standards, and identifying areas for improvement. This role will report to the Sr. IT User Support Manager and will work closely with Sr. IT User Support Manager and other stakeholders to improve service delivery, optimize processes, and develop/enhance training plans for helpdesk staff to address evolving IT needs across the organization. Key Duties and Responsibilities The key duties and responsibilities of the IT Service Delivery Manager include, but are not limited to: Service Management & Process Improvement : Ensure adherence to ITSM practices, improving service quality, reliability, and consistency across the helpdesk. Technical Operations Oversight : Provide hands-on leadership in managing technical support processes, troubleshooting complex issues, and implementing process improvements. Training & Development : Identify knowledge gaps within the helpdesk team and develop targeted training programs to address evolving IT needs throughout the organization. Metrics & Reporting : Monitor, analyze, and report on helpdesk performance metrics to identify trends, areas for improvement, and opportunities for enhanced service delivery. Collaboration : Partner with the Sr IT User Support Manager, clinical staff, and IT leadership to ensure alignment of IT services with the organization’s needs. Continuous Improvement : Drive the maturity of ITSM adherence, utilizing data and metrics to guide decision-making and training initiatives. Documentation & Knowledge Management : Ensure proper documentation of processes, procedures, and troubleshooting guides to support consistent service delivery. Proactively propose solutions where documentation or processes do not exist, including recommending new tools, technologies, or methodologies to enhance operational efficiency in partnership with Sr. IT User Support Manager. Best Practices Proposal : Assist the Sr. IT User Support Manager in developing and proposing best practices for the helpdesk, enhancing efficiency and service quality across the organization. Education/Experience Bachelor’s degree in Information Technology, Healthcare Administration, or a related field. 5+ years of experience in IT support or technical operations, preferably in a healthcare environment. Demonstrated experience in process improvement and training development initiatives. Experience with healthcare IT systems and orthopedic clinic operations is a plus. Knowledge, Skills and Abilities Strong understanding of IT Service Management (ITSM) frameworks, such as ITIL. Proficient with ITSM tools, including incident management, ticketing, and knowledge management systems. Excellent verbal and written communication skills for effective interaction with technical staff, end users, and leadership. Strong diagnostic and troubleshooting skills with the ability to resolve complex technical issues, identify root causes, and implement corrective actions. Analytical mindset with the ability to evaluate metrics, identify trends, and drive performance improvements. Collaborative approach to working across IT teams and with stakeholders in clinical and administrative roles. Ability to develop training materials and lead knowledge transfer initiatives within the helpdesk team. Comfortable working in a dynamic, service-driven IT environment that supports continuous improvement. Work Environment/Physical Demands The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions. Central Service Office, 805 Madison St, Seattle, Washington, United States of America #J-18808-Ljbffr Proliance Surgeons, Inc.

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