Associate Manager IT Service Delivery (IT Service Management)

Location: Remote - North Carolina; other listed remote locations include Delaware, Colorado, Illinois, Arizona, and Florida. Standard Monday–Friday shift within 8:00 AM–7:00 PM EST.

Salary: $50,000–$80,000 per year.

Company

hirify.global provides software and IT services, including technology and application support for healthcare clients.

What you will do

• Lead day-to-day technical and application support operations for a client hospital.
• Manage around-the-clock Tier 1 and Tier 2 support processes while meeting SLA and OLA commitments.
• Build client relationships, address service issues, and support account profitability and financial performance.
• Monitor operational risks and ensure timely escalation to maintain service stability.
• Lead resource planning, team performance, onboarding, coaching, feedback, and employee development.
• Identify operational gaps and facilitate workflow modeling, process improvements, automation strategies, and end-to-end use cases.

Requirements

• 5+ years of relevant work experience, including 2–3 years at the senior level or equivalent experience.
• Experience leading a team responsible for Tier 1 troubleshooting across Citrix, Active Directory, and desktop/office environments.
• Experience with IT service management platforms such as ServiceNow, Remedy, or similar tools.
• 2 years of information technology management experience.
• Experience managing direct reports, including setting objectives, assigning work, coaching, providing feedback, addressing underperformance, and tracking performance through KPIs.

Nice to have

• Bachelor's degree.
• 0–2 years of relevant leadership experience.

Culture & Benefits

• Remote work from the listed United States locations.
• Monday–Friday standard shift schedule within 8:00 AM–7:00 PM EST.
• Focus on team collaboration, employee support, professional development, and a positive team culture.