Heath Consultants Incorporated

IT Service Delivery Manager

Houston, TX

$125,000-$145,000

About This Job

At Heath Consultants, safety, innovation, and service are at the heart of everything we do. As a IT Service Delivery Manager, you’ll lead a dedicated team that keeps our operations running smoothly across the country with a strong focus on customer service and continuous improvement. This role oversees service performance, manages IT support teams, collaborates with vendors, and ensures compliance with company processes and service-level agreements (SLAs). Join a company where your leadership directly improves the daily work experience for hundreds of employees and supports essential field services that protect lives and infrastructure.

Candidates MUST be local to the Houston, TX area or be willing to relocate to Houston to be considered as this is a HYBRID ROLE.

What You’ll Do Each Day:

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Lead and develop the IT Service Desk team, overseeing daily operations, coaching staff, and ensuring consistent, high-quality technical support for all end users.

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Manage support workflows, schedules, and escalations, ensuring service level agreements (SLAs) are met and coverage is maintained across all shifts.

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Develop and monitor SLA’s and KPI’s to evaluate service performance and user satisfaction, using data and metrics to identify trends, resolve issues proactively, and drive continuous improvement.

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Collaborate with IT leadership and cross-functional teams to enhance support processes, implement new technologies, and ensure smooth integration and system performance.

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Oversee the IT inventory and lifecycle management end to end. This includes end-user IT assets, hardware and software, including deployment, maintenance, upgrades, and training for desktop equipment and related systems.

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Support operational readiness through documentation, training, and participation in business continuity and disaster recovery planning.

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Serve as the escalation point for critical incidents, ensuring swift resolution and maintaining a high standard of customer service.

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Conduct regular service reviews and risk assessments to identify potential issues and mitigate risks

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Develop and maintain comprehensive service catalogs, documentation, and knowledge bases

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Develop and implement IT service delivery strategies and processes to optimize service quality and efficiency

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Develop and implement IT service continuity and disaster recovery plans to ensure business continuity

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Experience with IT Operations, Remote Infrastructure Management, Service Desk, deskside, IT asset management and workstation management environments.

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Liaise with business units to understand needs and ensure IT services align with strategic goals.

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Prepare and present regular reports on service performance, trends, and risks.

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Lead service improvement initiatives and drive adoption of automation and self-service tools.

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Develop, implement, and maintain processes and process maps.

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Lead change management process for IT change utilizing change management tools.

What You Bring to the Role:

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7+ years of IT support experience, with at least 5 years in a supervisory or lead role.

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Strong knowledge of Windows OS, Active Directory, O365 administration, and endpoint security tools.

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Experience using IT service management (ITSM) systems.

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Solid understanding of network fundamentals, hardware troubleshooting, and software support.

Certifications like A+, Network+, Security+, ITIL Foundations, or MCSE are preferred*.

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A proactive, service-first attitude with excellent communication, organization, and leadership skills.

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Experience working in an environment where timeliness, accuracy, and customer service are critical.

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Experience in Azure cloud environments.

Project management experience required, PMP preferred.*

Why You’ll Love Working at Heath Consultants

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Mission-Driven Work: We play a vital role in public safety, utility infrastructure, and environmental protection.

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People-Centered Culture: Open communication, strong values, and a commitment to doing the right thing guide everything we do.

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Professional Growth: We support training, certifications, and career progression across IT and technical operations.

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Stability & Support: Join a growing company with nearly a century of success—and the resources to support your development and well-being.

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Team You Can Trust: Work with experienced professionals who care deeply about the quality of their work and the success of their team.

IT Service Delivery Manager

About This Job

What You’ll Do Each Day:

What You Bring to the Role:

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