ITSM Manager

Job Description

Job Description

We are looking for an experienced IT Service Delivery Manager to lead and enhance the delivery of user-centered IT support within a dynamic healthcare environment. Based in Oakland, California, this role focuses on optimizing IT services to ensure accessibility, efficiency, and alignment with organizational needs. The ideal candidate will bring strategic vision, leadership expertise, and a strong commitment to operational excellence.

Responsibilities :

• Drive initiatives to improve the overall user experience by embedding proactive support and usability principles into IT service delivery.
• Lead and mentor a team of IT support analysts and system specialists, fostering collaboration and encouraging growth.
• Develop and implement strategies to optimize IT support processes, tools, and response models.
• Oversee the resolution of technical issues, identifying trends and systemic causes to enhance service performance.
• Manage the creation and delivery of end-user training programs and self-service resources to improve technology adoption.
• Monitor and analyze service performance metrics, including SLAs, user satisfaction, and operational effectiveness, to identify improvement opportunities.
• Collaborate with cross-functional teams to ensure IT services align with organizational goals and operational needs.
• Ensure timely and clear communication regarding system outages, updates, and changes to minimize business disruption.
• Maintain relationships with external vendors, ensuring service quality and alignment with company expectations.
• Represent end-user perspectives in enterprise IT projects, supporting change management and post-deployment evaluations.
• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
• Minimum of 7 years in IT operations, technical support, or systems analysis, with at least 2 years in a leadership role.
• In-depth knowledge of IT service management frameworks and user-centered support methodologies.
• Proven experience managing customer-facing IT teams or service desks, with a focus on enhancing user satisfaction.
• Familiarity with enterprise ITSM platforms such as ServiceNow, Jira Service Management, or Zendesk.
• Strong leadership, communication, and coaching skills, with the ability to engage both technical and non-technical stakeholders.
• Proficiency in Microsoft 365, identity and access management, endpoint management, and other enterprise SaaS platforms.
• Relevant certifications, such as ITIL v3 / v4 or Microsoft 365, are highly desirable.