IT Service Delivery & End User Operations Manager

About this role

Our patients are our number one priority! We're committed to giving children back their childhood!

Job Posting Title:

IT Service Delivery & End User Operations Manager

Location:

Dallas - Hospital

Additional Posting Details:

Monday - Friday

8:00am - 5:00pm

After hours and weekends as needed

Job Description:

# Position Summary

The Manager, IT Service Delivery & End User Operations provides strategic and operational leadership for enterprise IT support services across the health system. This role is responsible for leading end-user support operations, IT service delivery governance, operational process maturity, and continuous improvement initiatives while ensuring reliable, secure, and high-quality technology services for clinical and business operations.

The position combines leadership oversight for the Help Desk, Desktop Support, endpoint operations, and IT service management (ITSM) processes into a centralized operational leadership role. The Manager partners closely with Infrastructure, Applications, Cybersecurity, Clinical Informatics, and business leaders to ensure technology services align with organizational priorities, patient care delivery, cybersecurity requirements, and operational excellence objectives.

This role also serves as a key driver for modernization initiatives through the adoption of AI-enabled support capabilities, automation technologies, operational analytics, self-service strategies, and workflow optimization to improve efficiency, scalability, and the overall end-user experience.

# Key Responsibilities

IT Service Delivery & Operational Leadership

• Lead enterprise IT support operations including Help Desk, desktop support, endpoint services, and operational service coordination across hospital and clinic locations
• Establish accountability for service delivery performance, SLA attainment, escalation management, and customer satisfaction metrics
• Oversee incident, request, problem, and change ma...