We are looking for an experienced Service Delivery Manager to lead end-user support services in Tarrytown, New York. This role is responsible for ensuring dependable technical assistance, strong service performance, and a consistent support experience across a multi-site healthcare environment.
The ideal candidate will guide service desk operations, strengthen endpoint support, and work closely with cross-functional teams to resolve issues efficiently and improve service delivery.
Responsibilities
- Direct daily service desk and end-user computing operations to provide timely, high-quality technical support across multiple locations.
- Oversee ticket workflows, escalation paths, and queue health to maintain service levels and improve response and resolution times.
- Track support metrics and operational performance, using data to identify trends and implement service improvements.
- Partner with infrastructure, security, application support, and business leaders to coordinate effective resolution of user issues and major incidents.
- Manage endpoint support services, including device readiness, user access, and overall reliability of workplace technology.
- Lead knowledge management and problem management efforts by promoting documentation quality and addressing recurring technical issues at the source.
- Coordinate team schedules and coverage plans to ensure consistent support availability and effective resource allocation.
- Support administration and operational use of platforms such as ServiceNow, Azure Active Directory, Intune, and remote support tools.
- Communicate service updates, incident impacts, and support priorities clearly to stakeholders and site leadership.
- Proven experience leading service desk or end-user computing teams in a complex operational environment.
- Strong background in service delivery management, including ticket oversight, escalation handling, and performance monitoring.
- Hands-on familiarity with ServiceNow Platform, Azure Active Directory, Intune, and remote desktop support tools.
- Experience supporting collaboration technologies such as Cisco Webex Meetings and related end-user tools.
- Ability to manage team scheduling and balance support resources across changing business needs.
- Solid understanding of incident, problem, and knowledge management practices.
- Strong communication and stakeholder management skills, with the ability to work effectively across technical and non-technical groups.
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