Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun. • **IT SERVICE OPERATIONS MANAGER***

Remote Role - U.S. or Canada

PURPOSE OF THIS ROLE

The IT Service Operations Manager or Duty Shift Manager is responsible for overseeing the efficient and effective day-to-day operations of a team of up to 30 skilled engineers in support of our Azure based hosting operations. This critical role ensures seamless user experience by managing staff, processes, and technologies to deliver exceptional support and business continuity for our large client base of hospital and health systems worldwide.

JOB OVERVIEW

You will lead a cross functional team of experienced technology engineers across Database, Network, Citrix and Operating Systems, driving a culture of continuous improvement and ensuring adherence to ITIL/ITSM best practices. You will be responsible for setting performance metrics, monitoring key performance indicators (KPIs), and implementing strategies to improve service levels and user satisfaction.

This is a rotational shift-based position with either Weekday or Weekend schedules. Your shift will rotate, along with your team, on a monthly basis to ensure both consistent service coverage and an opportunity to grow.

Weekday Role (Eastern Time Zone)

Shift Cycle

Start Day

Start Time

End Day

End Time

Weekday 1

Sunday

8:00pm

Monday

5:00am

Weekday 1

Monday

8:00pm

Tuesday

5:00am

Weekday 1

Tuesday

8:00pm

Wednesday

5:00am

Weekday 1

Wednesday

8:00pm

Thursday

5:00am

Weekday 1

Thursday

8:00pm

Friday

5:00am

Shift Cycle

Start Day

Start Time

End Day

End Time

Weekday 2

Monday

4:00am

Monday

1:00pm

Weekday 2

Tuesday

4:00am

Tuesday

1:00pm

Weekday 2

Wednesday

4:00am

Wednesday

1:00pm

Weekday 2

Thursday

4:00am

Thursday

1:00pm

Weekday 2

Friday

4:00am

Friday

1:00pm

Shift Cycle

Start Day

Start Time

End Day

End Time

Weekday 3

Monday

12:00pm

Monday

9:00pm

Weekday 3

Tuesday

12:00pm

Tuesday

9:00pm

Weekday 3

Wednesday

12:00pm

Wednesday

9:00pm

Weekday 3

Thursday

12:00pm

Thursday

9:00pm

Weekday 3

Friday

12:00pm

Friday

9:00pm

Weekend Role (Eastern Time Zone)

Shift Cycle

Start Day

Start Time

End Day

End Time

Weekend 1

Friday

8:00pm

Saturday

9:00am

Weekend 1

Saturday

8:00pm

Sunday

9:00am

Weekend 1

Sunday

8:00pm

Monday

9:00am

Shift Cycle

Start Day

Start Time

End Day

End Time

Weekend 2

Saturday

8:00am

Saturday

9:00pm

Weekend 2

Sunday

8:00am

Sunday

9:00pm

Weekend 2

Monday

8:00am

Monday

9:00pm

KEY RESPONSIBILITIES • Lead and manage a team of technology engineers, providing coaching, development, and performance management. • Oversee all aspects of service operations for an assigned shift, including incident, service request, problem, and change management. • Define, document, and enforce service delivery processes and procedures to ensure consistent service delivery. • Analyze service delivery metrics and identify areas for improvement, developing and implementing solutions. • Escalate critical incidents and manage relationships with third-party vendors for timely resolution. • Ensure adherence to IT security policies and procedures. • Track and report on service delivery performance to stakeholders, including key metrics and SLAs. • Stay current on IT industry trends and best practices in service desk management.

QUALIFICATIONS • Bachelor's degree in information technology, computer science, or a related field, or relevant years of experience. • 12+ years of relevant work experience to include information technology and client support. • 4+ years of experience in IT service desk operations management. A leader with a proven track record of improving operational efficiency and quality. • Proven experience leading and motivating a team in a fast-paced environment. • A master at dissecting processes and improving them. Able to drive a team to work together toward an efficient, quality delivery. • In-depth knowledge of ITIL/ITSM principles and methodologies. • Strong understanding of IT service delivery tools and technologies (e.g., ticketing systems, knowledge base platforms). • Excellent analytical and problem-solving skills. • Superior communication, interpersonal, and leadership skills. • Ability to prioritize tasks, manage multiple projects, and meet deadlines effectively. • Project management background preferred.

WORK LOCATION AND TRAVEL • This is a remote role based in the U.S. or Canada. • Travel is minimal.

Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.

Salary Range

$125,000-$145,000 USD

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

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