Manager, IT Service Desk PST Time Zone

Job Description SummaryThe Service Desk Manager is responsible for driving operational stability, reducing backlog, and ensuring consistency in workflows and service delivery. This role strengthens day to day execution, improves efficiency, and supports scalable Service Desk operations across the organization.How will you make an impact & RequirementsJob DescriptionThe Service Desk Manager is responsible for leading daily Service Desk operations and driving consistency, efficiency, and accountability across all workflows. Reporting to the Director, Enterprise Service Desk, The role focuses on improving operational performance, workflow alignment, and service quality across the enterprise.Key ResponsibilitiesDrive consistency in incident, request, and escalation workflowsEnsure efficient and predictable ticket handling across teamsOversee staffing and scheduling to maintain proper phone and extended hour coverageSupport and enforce the Continuous Shift Coverage modelMonitor queue performance and operational trends to guide improvementsPartner with leadership on operational priorities and service enhancementsCoach and develop supervisors, leads, and techniciansEnsure consistent service delivery across all Business UnitsITSM / ITIL FocusStrong understanding of Incident, Request, and Problem ManagementAwareness of Change Management dependencies and operational impactAbility to apply ITIL principles to daily operational decisionsFocus on service stability, quality, and customer experienceServiceNow ExperienceStrong working knowledge of ServiceNow workflowsUnderstanding of SLAs, assignment groups, and queue structureAbility to use reporting and dashboards for operational visibilityEnsure data accuracy and process consistency within the platformCompensation:$98,605.00to$147,907.00 #J-18808-Ljbffr (Mosaic Shared Services) Millennium Healthcare Management Serv LLC