Service Desk Manager

Service Desk Manager We are seeking a Service Desk Manager to provide technology business leadership and vision within our IT Service Delivery organization. The incumbent will manage a vertical team, maintain consistent service information, and ensure performance against Service Level Agreements while supervising a centralized technical support and help desk team. Responsibilities Manages, coordinates, plans, and leads technology-related activities within a single functional IT Service Delivery domain. Provides leadership and customer support by hiring, training, counseling, evaluating, supervising, and managing direct reports. Monitors performance of IT systems, infrastructure, and operations to determine cost and productivity levels, and recommends improvements. Helps define strategy and processes for the defined IT area and analyzes business requirements by partnering with stakeholders. Oversees a centralized technical support and help desk team for a wide variety of corporate customers and technical assets. Ensures service operations meet and/or exceed stated Service Level Agreements and Operational Level Agreements. Manages relationships with IT vendors, service providers, and contractors to ensure quality and cost control. Defines and develops the overall service measurement framework that determines service efficiency. Grows and develops a team of IT professionals in technical proficiency and service delivery effectiveness. Guides direct reports and peers regarding policies, practices, and procedures. Supervises 1–3 professional and para-professional level employees and sets goals for operational results. Coaches, reviews, and delegates work to the team, ensuring consistent delivery and supporting team well‑being. Performs other duties as assigned and modified at the manager’s discretion. Knowledge, Skills and Abilities Highly-developed business acuity and acumen. Excellent working knowledge of computer systems, security, network and systems administration, databases, data storage, and phone systems. Familiarity with the technology applied by the team and functional area. Journeyman knowledge of leadership best practices and standards. Strong critical thinking and decision‑making skills. Excellent project management skills and the ability to prioritize. Firm grasp of information technology and operations best practices. Proficient knowledge of technical management, information analysis, and computer hardware/software systems. Fundamental knowledge in data center management and data governance. Hands‑on experience with computer networks, network administration, and/or network installation. Ability to work independently with minimal direct supervision. Weekly touchpoints with the leader and proven ability to manage personnel through business delivery. Encourages career growth and personal development for team members. Positive impact on peer‑to‑peer interactions and leading by example. Excellent written and verbal communication skills. Proficiency in Microsoft Office Suite and related software. Willingness to travel locally, regionally, and nationwide up to 15% of the time. Spoken and written fluency in English. Ability to exercise independent judgment. Education and Experience Criteria BA/BS degree in Information Technology, Computer Information, Business Administration, or a related field. A minimum of 5 years of professional work experience in the IT industry. At least 1 year of experience in a supervisory/management position. Additional experience above minimum required may be considered on a year‑for‑year basis. IT certification preferred. Pay Range Salary: $99,369 – $141,957 (annual). Final compensation may include bonuses or commissions based on experience, education, location, and other factors. Employee Benefits Competitive salary with performance‑based bonuses or commissions. Comprehensive benefits package including health, dental, vision, and retirement plans. Career development and advancement opportunities. Work‑life balance support. #J-18808-Ljbffr ChenMed