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Manager, IT Solutions Delivery

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24 Hour Fitness

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Location:
United States , Carlsbad

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

78948.00 - 98712.00 USD / Year ▼
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Job Description:

The Manager, IT Solutions Delivery serves as a strategic leader accountable for overseeing and advancing all aspects of technical support operations. This position requires a combination of technical proficiency, leadership, and a commitment to customer satisfaction. The ideal candidate will promote operational excellence, drive innovation, and consistently deliver high-quality IT services support across the organization.

Job Responsibility:

  • Build and maintain a high-performance team by recruiting, developing, and mentoring skilled and motivated professionals in a collaborative environment that fosters a culture of excellence, teamwork, innovation, and continuous improvement
  • Delegate tasks effectively by assigning ownership and accountability, promoting individual growth and development
  • Provide clear communication and feedback, regularly conveying expectations, goals, and performance metrics, and offering constructive feedback for individual and team growth
  • Resolve conflicts effectively, fostering a positive and open environment where team members feel comfortable raising concerns and collaborating on solutions
  • Demonstrate strong decision-making skills by analyzing information, weighing options, and making sound decisions that benefit the team and the organization
  • Demonstrate adaptability and resilience by navigating change, unforeseen challenges, and tight deadlines calmly and confidently while maintaining a positive and proactive approach
  • Demonstrate Emotional intelligence through understanding and managing your own emotions and biases and by recognizing and responding appropriately to the emotions of others
  • Support, disseminate, and enforce information security and compliance policies, standards, and guidelines across end-user technologies, processes, and behaviors
  • Train team members to recognize suspicious activity and events and ensure expeditious escalation and resolution of security incidents
  • Evolve the knowledge, technical expertise, and productivity of your staff by documenting problem resolution performed by higher-echelon support and adopting those procedures into core capabilities
  • Develop and implement strategies and plans that align with the organization's IT objectives and business goals
  • Establish and monitor key performance indicators (KPIs) to measure effectiveness, customer satisfaction, and team performance
  • Continuously gather and utilize user feedback to guide improvements
  • Report performance insights and recommendations to management and other key decision-makers
  • Stay informed about emerging technologies, industry trends, and best practices in management to drive innovation and efficiency within the teams
  • Utilize IT service management (ITSM) tools such as JSM, Jira, and Confluence to streamline operations, including ticketing systems, knowledge bases, and self-service portals
  • Proactively identify and resolve potential issues before they impact users by leveraging enterprise diagnostic and monitoring tools like Dynatrace and Q-Radar
  • Work with engineering teams to develop automated escalation and remediation solutions
  • Implement automation and self-service solutions to streamline processes and enable users to resolve issues independently
  • Develop and implement accessible knowledge bases and self-service portals to facilitate easy access to information and support for users
  • Evaluate and implement new tools, technologies, and processes that enhance team capabilities and improve user experience
  • Research and integrate artificial intelligence (AI) and machine learning (ML) tools for automated ticket routing, issue prediction, and chatbots
  • Ensure teams are prepared to support new technologies adopted by the organization
  • Ensure teams deliver timely and effective support to resolve user issues and requests, adhering to SLAs and quality standards
  • Implement and maintain ITIL-based processes for incident management, request fulfillment, problem management, and continuous service improvement
  • Analyze data and statistics to identify user behavior trends, identify knowledge gaps, and optimize service desk processes
  • Act as the liaison between the IT department and end-users, ensuring effective communication and fostering positive relationships
  • Collaborate with IT and business leaders to identify service improvement opportunities and integrate user feedback into service enhancement initiatives
  • Conduct regular service reviews with key stakeholders to report on performance, discuss issues, and plan future service improvements

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or a related field
  • 10+ years of experience in IT service management, with at least 5 years in a supervisory or management role within an IT service desk environment
  • In-depth knowledge of ITIL frameworks for incident, problem, change, and service request management
  • In-depth knowledge of ITSM principles and best practices
  • Proficient in ITSM tools and technologies, with a focus on automation and process optimization
  • Understanding of key IT infrastructure and components, including hardware, software, networks, operating systems, and related technologies relevant to the organization's environment
  • Familiarity with common user applications and tools, including commercial and custom-developed software used by corporate and field employees
  • Understanding of data and analytics tools to measure service desk performance, identify trends, and improve effectiveness and efficiency
  • Strong leadership and team management skills: motivate and develop staff, delegate tasks, provide feedback, and foster collaboration
  • Excellent problem-solving and critical thinking abilities: troubleshoot, diagnose, and resolve user issues efficiently and effectively with sound analytical and logical thinking
  • Interpersonal skills: cultivate relationships with internal and external customers and work effectively with technical and non-technical stakeholders
  • Project management: plan, execute, and monitor projects related to service desk improvement or implementation of new technologies
  • Change management: lead through transitions and effectively communicate change to stakeholders
  • Communication: effectively communicate complex technical information to both technical and non-technical audiences, both verbally and in writing
  • Decision-making: analyze information, weigh options, and make sound decisions that benefit the team and the organization
  • Incident and request management: follow established processes for logging, prioritizing, and resolving user issues and requests
  • Time management: manage multiple tasks effectively, meet deadlines, and prioritize work based on urgency and impact
  • Continuous learning: stay current with emerging technologies, industry trends, and best practices in IT service management
  • Adaptability and resilience: navigating change under pressure in unforeseen circumstances while maintaining composure and finding solutions

Nice to have:

  • ITIL Foundation or Intermediate certificate
  • Advanced ITIL or other ITSM certifications
  • CompTIA A+ certification
  • HDI Support Center certification
  • Project management certifications like PMP or CAPM
What we offer:
  • Free Club Membership
  • Employee Assistance Program (EAP)
  • Basic Group Live and AD&D Insurance ($10,000)
  • 401k Savings and Investment Plan
  • Medical/Dental/Vision Benefits (for average of 30 hours or more per week)
  • Paid Time Off (for average of 30 hours or more per week)
  • Sickness Benefits (for average of 30 hours or more per week)
  • Complimentary membership for team members and their eligible dependents

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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