Scottish Rite for Children
IT Service Delivery & End User Operations Manager
Dallas, TX
Sponsorship not specifiedDetected 21 days ago
Incident ResponseProcess ImprovementPerformance ManagementCustomer SupportEpicPatient CareLeadershipCommunicationCollaborationMentoring
About the role
- 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.
Responsibilities
- Develop operational dashboards, KPI reporting, trend analysis, and executive-level service reporting
- Ensure operational consistency and standardized support processes across all facilities and departments
- Support mission-critical clinical and operational technologies including Epic, clinical workstations, WOWs (Workstations on Wheels), printers, badge authentication systems, mobile devices, and endpoint peripherals
- Partner with clinical leadership and operational departments to ensure technology services support patient care workflows and clinician efficiency
- Coordinate operational support activities for hospitals, clinics, therapy services, and administrative departments
- Ensure support processes minimize disruption to patient care operations and maintain high availability standards
- Lead implementation and adoption of AI-enabled IT support capabilities including virtual agents, intelligent ticket routing, automated ticket summarization, knowledge recommendations, and predictive operational analytics
- Drive self-service initiatives including knowledge management, user enablement resources, automation workflows, and service catalog optimization
Requirements
- Strong knowledge of IT Service Management (ITSM) principles including Incident, Problem, Change, and Request Management
- Experience with ServiceNow or comparable ITSM platforms
- Experience leading operational process improvement and service optimization initiatives
Nice to have
- Experience with AI-enabled IT operations, automation platforms, and workflow optimization technologies
- Experience with endpoint management platforms such as Microsoft Intune, SCCM, KACE, Absolute, SolarWinds, or ManageEngine
- ITIL certification or equivalent operational governance experience
- SLA adherence and service responsiveness
- End-user satisfaction and clinician experience metrics
- Reduction in recurring incidents and operational escalations
- Increased automation adoption and operational efficiency
- ITSM process maturity and governance compliance
Benefits
- Support operational readiness initiatives related to healthcare compliance, accreditation, and audit requirements
- Healthcare Technology Support
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This listing is sourced directly from Scottish Rite for Children's careers page and normalized into a canonical job model.