IT Service Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Service Manager based in the United States. This is a fully remote, high-impact technology leadership role supporting a large, distributed network of healthcare-related locations across the United States. You will help build and operate a modern IT support model while remaining actively involved in day-to-day technology operations and service delivery. The role combines IT service management, customer experience, vendor oversight, reporting, and hands-on Microsoft 365 administration. You will serve as a key coordination point between internal stakeholders, local teams, managed service providers, and technical partners. Success will depend on your ability to improve service quality, resolve operational challenges, and use performance data to drive continuous improvement. The position offers significant visibility and the opportunity to shape IT support standards and processes across a rapidly growing organization. Occasional travel will be required for site visits, vendor engagements, and strategic technology initiatives.

Own day-to-day IT support operations across a distributed national network, ensuring timely issue resolution, consistent service delivery, and a high-quality experience for end users. Manage support ticket queues, escalations, service levels, recurring issues, and customer support trends while identifying opportunities to improve operational performance. Act as the primary operational liaison with the managed service provider, monitoring service quality, coordinating escalations, and ensuring agreed service expectations are consistently met. Manage vendor performance by reviewing support trends, customer satisfaction, recurring issues, and service-level results, while coordinating onboarding, knowledge transfer, process improvements, and service enhancements. Build strong relationships with local operational leaders and corporate stakeholders, acting as a customer advocate and proactively addressing recurring technology challenges. Develop and maintain IT reporting programs, producing monthly, quarterly, and annual performance reports covering ticket volumes, response and resolution times, escalations, CSAT, after-hours activity, site trends, and vendor performance. Use operational data and performance metrics to identify trends, recommend improvements, and strengthen the overall quality and efficiency of IT support. Serve as a primary administrator for Microsoft 365, including Entra ID, Intune, Exchange Online, Teams, SharePoint Online, licensing, conditional access, user provisioning and deprovisioning, security, and compliance. Remain hands-on with technical troubleshooting and complex escalations, supporting endpoint management, infrastructure, networking, cloud technologies, and other operational technology needs. Collaborate with systems administrators and external engineering teams on implementations, upgrades, strategic initiatives, documentation, technical standards, and technology inventories. Help establish and maintain a customer-focused service culture while supporting the successful execution of a co-managed IT operating model. Requirements: Bachelor’s degree from an accredited four-year institution in Information Technology, Information Systems, IT Management, Computer Science, or a related field. At least 5 years of hands-on experience in IT support, systems administration, help desk operations, or technical operations. Advanced experience administering Microsoft 365 environments, with strong knowledge of Entra ID, Intune, Exchange Online, Microsoft Teams, SharePoint Online, endpoint management, and identity and access management. Experience supporting distributed, multi-site environments and users across multiple locations. Strong customer service and relationship management capabilities, with the ability to work effectively with both technical and non-technical stakeholders. Excellent troubleshooting, analytical, and problem-solving skills, combined with strong attention to operational detail. Experience developing operational reports, dashboards, service metrics, and performance analyses. Strong written and verbal communication skills and the ability to coordinate effectively across internal teams and external technology partners. Ability to work independently and maintain high levels of ownership in a fully remote environment. Willingness and ability to travel periodically based on business requirements. Experience in IT management, service delivery, team leadership, MSP-supported or co-managed IT environments, or vendor management is preferred. Experience in distributed industries such as healthcare, veterinary services, dental, retail, hospitality, or similar environments is a plus. Familiarity with platforms and tools such as ServiceNow, ConnectWise, NinjaOne, Huntress, Auvik, and Microsoft Defender is advantageous. ITIL Foundation certification or equivalent service management experience is preferred. Experience supporting 1,000+ users across multiple locations is a plus. Benefits: Competitive compensation package including salary and bonus opportunity. Health benefits. Paid time off. Professional development opportunities. Fully remote work within the United States. Opportunity to make a meaningful operational and technology impact across a rapidly growing organization. Occasional travel for site visits, vendor engagements, team collaboration, and strategic initiatives.

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