MyEyeDr. · 14 hours ago
Sr. Manager, IT Support Services
Vienna, VA
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expMyEyeDr. is a high-growth, premier healthcare company focused on delivering exceptional vision care. The Senior Manager, IT Support Services is responsible for leading IT service delivery and transformation initiatives, including the integration of Artificial Intelligence to enhance support services across multiple locations.
Hospital & Health Care
Responsibilities
Lead the Service Desk and Healthcare Clinical Devices Support teams while coordinating effectively with both internal and external stakeholders
Ensure the delivery of IT services meets agreed-upon standards, quality, and operability, as defined in Service Level Agreements (SLAs)
Lead daily operations of a service focused organization, handling 300+ daily support requests, comprised of Incidents, Service Requests, Problem Management, and Asset Management
Utilize AI within ITSM processes to reduce MTTR, improve first‑contact resolution, and drive proactive incident and problem management through automation and analytics
Ensure customer satisfaction by monitoring service desk and clinical support performance metrics
Leverage AI‑driven automation within ITSM practices to improve service reliability, reduce manual effort, and support continual service improvement initiatives
Participating in Change and Release Management across legacy and cloud environments
Provide leadership and guidance to foster skill development and career growth to your team members
Serve as a key collaborator and maintain robust relationships with internal teams and vendors
Lead the procurement of clinical equipment, budget tracking, and collaboration with key stakeholders to ensure efficient service delivery
Lead key Managed Service Providers (MSPs) to ensure effective service delivery
Coordinate organization-wide communications during major incidents and outages
Develop and implement methods to enhance processes and workflows for continuous improvements
Promote the adoption of automation for routine tasks and processes
Qualification
Required
8+ Years leading onshore and offshore service desk, NOC/SOC and support teams utilizing Modern Cloud and Legacy environments
Servant leadership and customer first mindset required
Strong hands-on execution and experience across a multitude of technologies and stakeholder groups
Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences
Experience in a multi-location retail environment required
Exceptional attention to detail
Demonstrated experience in bringing structure into unstructured environments
Good working knowledge either through experience or formal training in multiple layers of the technology stack
Working knowledge of business and financial principles
Can-do attitude, find creative solutions where necessary, and follow-through
Ability to work in a dynamic and fast-paced environment
Experience with HIPAA/HITECH, PCI DSS, US Data and Privacy Regulations
Preferred
Healthcare and medical devices experience, a plus
Benefits
Career Development and Training Opportunities
Medical and dental coverage
Tax-free savings plans
Life insurance
Vision coverage
Associate discounts on our products
401(k) with competitive company match
Accrue PTO and paid holidays from day one
Company
MyEyeDr.
MyEyeDr. empowers our patients to live their best lives by providing comprehensive eye care and an expansive selection of eye wear solutions.
5001-10000 employees
H1B Sponsorship
MyEyeDr. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (3)
2022 (4)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Dianne Hooks
Statesboro General Manager, Licensed Dispensing Optician, CEO Ambassador Circle.
Mary Davis
General Manager, CEO Ambassador
Recent News
Help Net Security
2025-08-19
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