IT Service Desk Manager - Hybrid

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The IT Service Desk Manager is responsible for leading the IT Service Desk and related processes to ensure end users receive timely, high-quality, and consistent IT support. The Service Desk serves as the front door to IT and plays a critical role in incident management, request fulfillment, and overall service quality. This role is accountable for managing procedures related to the identification, prioritization, tracking, and resolution of IT incidents and service requests.

The IT Service Desk Manager ensures adherence to IT standards, service management best practices, and effective coordination across IT teams, vendors, and business stakeholders. The role may also provide hands‑on support and serve as backup coverage when needed. This position ensures the Service Desk remains aligned with IT governance, operational priorities, and organizational objectives, supporting business continuity and a positive end‑user experience.

This person must provide the best possible customer service and represent the organization’s Mission in all actions and communications.

• Demonstrate effective people leadership that fosters a culture of accountability, mentoring, coaching, engagement, and continuous improvement.
• Lead and develop the IT Service Desk team to improve productivity, service quality, and employee retention.
• Oversee incident, request, and problem management to ensure timely resolution and minimal business disruption.
• Ensure service requests are properly prioritized, documented, escalated, and resolved in alignment with IT service management standards.
• Serve as the central coordination and communication hub between IT teams, operations, and vendors.
• Develop, implement, and maintain standardized Service Desk workflows, escalation paths, and knowledge management processes.
• Monitor, audit, and analyze service desk tickets, dashboards, and performance reports to identify trends, risks, and improvement opportunities.
• Develop and maintain reporting standards and metrics to communicate Service Desk performance and service quality across the organization.
• Escalate significant incidents, risks, or service issues to leadership as appropriate.
• Partner with stakeholders to ensure IT support aligns with operational needs and priorities.
• Participate in interviewing, hiring, onboarding, training, performance evaluation, and corrective action for Service Desk staff.
• Plan and facilitate meetings to communicate IT initiatives, service updates, and expectations.
• Consult with third‑party vendors for issue resolution, system support, installations, and upgrades.
• Evaluate new tools, software, and technologies related to service desk operations and end‑user support.
• Provide hands‑on desktop or service desk support as needed and serve as backup coverage during staffing gaps.
• Other duties as assigned.

• Exhibit sound judgment in evaluating situations and making decisions.
• Ability to prioritize and execute tasks effectively in a fast‑paced, high‑demand environment.
• Strong working knowledge of:
  • IT Service Desk / Help Desk platforms.
  • Incident, request, and problem management processes.
  • IT Service Management (ITSM) and ITIL best practices.
  • Demonstrated experience improving workflows, documentation, and service quality.
  • Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
  • Strong leadership, coaching, and performance management skills.
• Demonstrated ability to work independently and collaboratively in a team‑oriented environment.
• Excellent written, oral, interpersonal, and presentation skills.
• Strong technical knowledge of IT systems, end‑user computing, and related technologies.

• Customer Service
• Collaboration
• Integrity
• Respect
• Professionalism
• Learning
• Technology
• IT Service Management
• Healthcare

Bachelor’s Degree in Computer Science, Information Systems, or a related field or relevant professional experience.

Seven to ten years’ relevant Information Systems / Information Technology experience is required, with a minimum of…