Service Delivery Manager

Howard University Hospital  |  Washington, DC

Role Summary

As a Service Delivery Manager at Howard University Hospital, you will lead a team of on-site IT support operations staff, serving as the single point of contact for all on-site support across the organization’s locations. You will own the daily operations of the LAN team — managing time and attendance, request fulfillment, incident management, and access management workflows — while serving as the primary escalation resource for the service desk and LAN Technician I and II positions. Reporting to the Director, IT Operations, you will apply process improvement methodologies and IT best practices to ensure consistent, high-quality technical support delivery in a dynamic healthcare environment.

What You’ll Do

Operations Management & Team Leadership

• Implement and support processes specific to the daily workflow of the team; perform regular rounding across hospital departments and business service lines
• Manage resource allocation activities across service operations, recurring operational duties, and project availability
• Audit processes and work with the team to address failures through continuous process improvement, education, and training
• Follow the Standard Management Approach to measure and report on key performance indicators relative to support areas and processes
• Leverage process improvement methodologies such as DMAIC and Lean Six Sigma to improve processes and performance outcomes

Service Delivery & Technical Support

• Provide service operations response and support for all requests, incidents, and access-related efforts performed on site at any of the organization’s locations
• Interact with customers to provide face-to-face technical support, training, and instruction; troubleshoot problem areas in person, by telephone, and via email in a timely and accurate manner
• Assist with the installation, configuration, upgrade, and day-to-day administration and support of the compute environment
• Support the administration and configuration of endpoint devices including laptops, tablets, desktops, peripherals, and clinical devices
• Conduct site surveys; assess and document current site equipment, configurations, and user requirements
• Work with end users and other support staff to configure, troubleshoot, and maintain access-related issues
• Complete necessary internal reporting and report status to various levels of management and client representatives
• Maintain an accurate understanding of operational time commitments and provide availability to support project-based implementations, including after-hours and on-call coverage as required

Planning, Implementation & Change Management

• Follow PMBOK best practices in the planning and design of endpoint device deployments; follow ITIL best practices in the planning and design of endpoint device configurations
• Assist with requirements data gathering and analysis; assist with the planning and design of endpoint device workflows
• Follow standard operating procedures in the implementation and transition of software and hardware deployments; follow change and release management processes
• Facilitate conversations across employees, vendors, and other support teams while implementing or upgrading devices and software
• Work with the Project Management Office on device refresh and general device deployment activities; participate in the creation of detailed work breakdown structures for the implementation of automated and manual provisioning configurations

Vendor & Technology Evaluation

• Participate in reviewing vendor solutions to address endpoint device requirements of business and clinical departments
• Provide expertise to identify and translate end-user workflow needs into endpoint configuration requirements

Compliance & Regulatory

• Promote adherence to the Health Sciences Compliance Program, Howard University Code of Ethics, Health Sciences Standards of Conduct, and HIPAA
• Attend all mandatory compliance training including HIPAA Privacy training; actively participate in compliance program activities
• Maintain strict confidentiality of patients, families, and staff
• Perform other duties as assigned consistent with the scope of this role

Required Qualifications

• Minimum four (4) years of experience supporting workstations, peripherals, and general endpoint devices in an enterprise environment
• Minimum two (2) years of supervisory or team lead experience
• A+ Certification required
• Advanced understanding of Microsoft technologies including Windows 11
• Advanced understanding of computer hardware, peripherals, and computer systems characteristics, features, and integration capabilities
• General knowledge of information systems, hardware platforms, enterprise software applications, and outsourced systems management
• Good understanding of IT project management principles and PMBOK best practices; familiarity with ITIL frameworks
• Experience working in a regulated environment, with HIPAA knowledge and solid understanding of privacy and security requirements
• Effective and proactive communicator with the ability to articulate technical concepts to both technical and non-technical audiences
• Highly organized, critical thinker with strong attention to detail and the ability to execute effectively in high-stress situations
• Ability to work well in a team-based management environment with excellent interpersonal skills and the ability to assume responsibility and exercise authority over assigned work functions

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Experience with Cerner workstations and peripherals
• Experience in the healthcare industry or a mission-critical operating environment

About Howard University Hospital

Howard University Hospital (HUH) is the nation’s only teaching hospital located on the campus of a historically Black university. With a legacy dating back to 1862 — when it operated as Freedmen’s Hospital, providing care and refuge to those who had been denied it elsewhere — HUH has grown into one of the most comprehensive healthcare facilities in the Washington, D.C. metropolitan area and is a designated DC Level 1 Trauma Center. Today, HUH continues its proud tradition of delivering exemplary, patient-centered, and culturally responsive care to the community, while providing exceptional learning and professional development opportunities for the next generation of healthcare professionals.

What We Offer

• Work-life balance
• Recognition and rewards for professional expertise
• Competitive, comprehensive benefit plans including health, disability, vacation, sick leave, and 403(b) retirement plan
• Tuition remission at Howard University for you and/or eligible dependent children — up to two (2) courses per semester
• A mission-driven environment rooted in over 150 years of excellence, service, and advocacy for the communities we serve

Position Details

Pay & Schedule

This is a full-time, exempt position. Pay range: $106,223 – $169,956/yr, commensurate with experience and qualifications.

Compliance Statements

Culture of Care: Howard University Hospital supports a Just Culture that promotes accountability, learning, and patient safety.

Equal Opportunity Employer: Howard University Hospital is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other status protected by applicable law.

Reasonable Accommodation: Howard University Hospital is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. If you require an accommodation during the application or interview process, please contact the Human Resources Department at HUHLA@huhosp.org.

Pay Transparency: Salary ranges listed in job postings reflect the expected compensation range for the position and are provided in accordance with applicable pay transparency laws. Final compensation is determined based on experience, education, internal equity, and other relevant factors.

Disclaimer: The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.