Sr. Manager, IT Support Services

Job Title: Sr. Manager, IT Support Services
Location-Type: Hybrid (Vienna, VA or Raleigh, NC)
Start Date Is: ASAP
Duration: Perm
Salary Range:

• $130-150k (Raleigh, NC)
• $150-175k (Vienna, VA)

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 locations

• Manage Service Desk, Clinical Technology Support, and offshore NOC/SOC teams

• Handle 300 daily tickets (incidents, service requests, problem & asset management)

• Establish and enforce SLAs, KPIs, and performance standards

• Drive AI integration within ITSM to reduce MTTR and improve first-contact resolution

• Develop and maintain SOPs for offshore teams

• Lead major incident communications and escalation management

• Identify automation opportunities to reduce ticket volume

• Participate in change and release management across legacy and cloud environments

• Manage vendor relationships and MSP performance

• Oversee procurement and budgeting for clinical technology equipment

Requirements:

• Must-Haves:

  • 8 years leading IT operations/support teams (Service Desk, NOC/SOC)

  • Experience managing both onshore and offshore teams

  • Multi-location retail environment experience (50 locations required)

  • Experience handling 300 tickets per day in high-volume environments

  • Strong hands-on experience with enterprise ITSM tools (ServiceNow or Remedy Helix)

  • Experience integrating AI/chatbots within ITSM workflows

  • Knowledge of AWS or Azure cloud environments

  • Experience with monitoring/observability tools (e.g., New Relic, Datadog)

  • Strong SLA management and process improvement background

  • Excellent communication and stakeholder management skills

• Nice-to-Haves:

  • Healthcare or medical device support experience

  • Experience in mid-sized ($1–2B revenue) organizations

  • ITSM tool design/configuration experience

  • Familiarity with HIPAA/HITECH, PCI DSS, and U.S. data privacy regulations

  • Experience reducing ticket volume through automation initiatives