Sr. Manager, IT Support Services
Sr. Manager, IT Support ServicesLocation: Hybrid (Vienna, VA or Raleigh, NC) Start Date: ASAP Duration: Perm Salary Range: $130-150k (Raleigh, NC) $150-175k (Vienna, VA) This position includes medical, dental, vision, and 401(k).Job Description: Lead and transform enterprise IT support operations across a large, multi-location retail healthcare environment, overseeing service desk, NOC/SOC, and clinical technology support teams.Day-to-Day Responsibilities:Oversee end-to-end IT support operations across 900 locationsManage Service Desk, Clinical Technology Support, and offshore NOC/SOC teamsHandle 300 daily tickets (incidents, service requests, problem & asset management)Establish and enforce SLAs, KPIs, and performance standardsDrive AI integration within ITSM to reduce MTTR and improve first-contact resolutionDevelop and maintain SOPs for offshore teamsLead major incident communications and escalation managementIdentify automation opportunities to reduce ticket volumeParticipate in change and release management across legacy and cloud environmentsManage vendor relationships and MSP performanceOversee procurement and budgeting for clinical technology equipmentRequirements:Must-Haves:8 years leading IT operations/support teams (Service Desk, NOC/SOC)Experience managing both onshore and offshore teamsMulti-location retail environment experience (50 locations required)Experience handling 300 tickets per day in high-volume environmentsStrong hands-on experience with enterprise ITSM tools (ServiceNow or Remedy Helix)Experience integrating AI/chatbots within ITSM workflowsKnowledge of AWS or Azure cloud environmentsExperience with monitoring/observability tools (e.g., New Relic, Datadog)Strong SLA management and process improvement backgroundExcellent communication and stakeholder management skillsNice-to-Haves:Healthcare or medical device support experienceExperience in mid-sized ($12B revenue) organizationsITSM tool design/configuration experienceFamiliarity with HIPAA/HITECH, PCI DSS, and U.S. data privacy regulationsExperience reducing ticket volume through automation initiatives