Sr. Manager, IT Support Services
Vienna, VA, 22182
Reference ID: 31913933
Date Posted: 04/18/2026
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)
Not eligible for Visa sponsorship
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:
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Oversee end-to-end IT support operations across 900 locations
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Manage Service Desk, Clinical Technology Support, and offshore NOC/SOC teams
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Handle 300 daily tickets (incidents, service requests, problem & asset management)
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Establish and enforce SLAs, KPIs, and performance standards
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Drive AI integration within ITSM to reduce MTTR and improve first-contact resolution
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Develop and maintain SOPs for offshore teams
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Lead major incident communications and escalation management
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Identify automation opportunities to reduce ticket volume
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Participate in change and release management across legacy and cloud environments
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Manage vendor relationships and MSP performance
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Oversee procurement and budgeting for clinical technology equipment
Requirements:
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Must-Haves:
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8 years leading IT operations/support teams (Service Desk, NOC/SOC)
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Experience managing both onshore and offshore teams
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Multi-location retail environment experience (50 locations required)
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Experience handling 300 tickets per day in high-volume environments
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Strong hands-on experience with enterprise ITSM tools (ServiceNow or Remedy Helix)
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Experience integrating AI/chatbots within ITSM workflows
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Knowledge of AWS or Azure cloud environments
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Experience with monitoring/observability tools (e.g., New Relic, Datadog)
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Strong SLA management and process improvement background
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Excellent communication and stakeholder management skills
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Nice-to-Haves:
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Healthcare or medical device support experience
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Experience in mid-sized ($1–2B revenue) organizations
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ITSM tool design/configuration experience
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Familiarity with HIPAA/HITECH, PCI DSS, and U.S. data privacy regulations
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Experience reducing ticket volume through automation initiatives
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