Service Desk Manager
Service Desk Manager
Posted on :
09-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
09-05-2025
Job Description
The Service Desk Manager oversees and enhances the daily support operations leading a team of 10 direct reports with the opportunity to significantly impact the development of our rapidly expanding companys IT support structure.
Primary Duties
- Manage the daytoday operations of the service desk ensuring efficient and effective support for all users across multiple locations; act as an escalation point for complex issues ensuring timely resolution and minimal disruption to business operations
- Lead mentor and develop a team of 10 direct reports fostering a culture of excellence and continuous improvement; analyze service desk performance metrics generate reports and identify areas for improvement to enhance service delivery.
- Implement and optimize service desk processes and workflows to enhance user satisfaction and streamline issue resolution; develop and maintain documentation including SOPs and knowledge base articles to facilitate efficient problemsolving.
- Collaborate with crossfunctional teams to ensure seamless integration of IT services and solutions.
- Oversee vendor relationships and manage service level agreements to ensure highquality support and costeffectiveness.
Minimum Qualifications
- Bachelors degree in Information Technology Computer Science or a related field.
- 8 years of experience in Information Technology support roles.
- 5 years of experience in Service Desk management.; demonstrated experience in managing a team of at least 510 direct reports.
- 5 years of experience in vendor management.
Preferred KSAs
- Proven track record of implementing service desk improvements resulting in enhanced user experience; extensive experience in crafting diverse forms of documentation (SOPs slides graphs charts etc.)
- Excellent communication skills with the ability to interact effectively with stakeholders at all levels both verbally and in writing.
- Experience and proficiency in working within the Zendesk management ticketing system; ability to customize reports and utilize Zendesk functionalities for efficient tracking of Service Level Agreements (SLAs).
- Excellent time management and organizational skills adept at tracking tasks and managing projects; meticulous attention to detail and ability to remain composed under highstress situations.
- Willingness and ability to oversee full lifecycle staff management including implementing PIPs and other disciplinary actions when necessary; willingness and capability to cover gaps in staffing due to absences.
- Familiarity with the ITIL framework.
Physical Requirements
- Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
- Availability for oncall duties 24x7 as necessary
Who We Are:
Aledade a public benefit corporation exists to empower the most transformational part of our health care landscape independent primary care. We were founded in 2014 and since then weve become the largest network of independent primary care in the country helping practices health centers and clinics deliver better care to their patients and thrive in valuebased care. Additionally by creating valuebased contracts across a wide variety of health plans we aim to flip the script on the traditional feeforservice model. Our work strengthens continuity of care aligns incentives and ensures primary care physicians are paid for what they do best keeping patients healthy. If you want to help create a health care system that is good for patients good for practices and good for society and if youre eager to join a collaborative inclusive and remotefirst culture youve come to the right place.
What Does This Mean for You
At Aledade you will be part of a creative culture that is driven by a passion for tackling complex issues with respect openmindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences interests backgrounds beliefs and achievements to their work and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support worklife balance and enjoyment we offer the following comprehensive benefits package designed for the overall wellbeing of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health dental and vision insurance paid up to 80% for employees dependents and domestic partners
Robust timeoff plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade we dont just accept differences we celebrate them! We strive to attract develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit qualifications performance and business needs. All qualified candidates will receive consideration for employment without regard to age race color national origin gender (including pregnancy childbirth or medical conditions related to pregnancy or childbirth) gender identity or expression religion physical or mental disability medical condition legally protected genetic information marital status veteran status or sexual orientation.
Privacy Policy:By applying for this job you agree to AledadesApplicant Privacy Policy available at Experience:
Manager
Employment Type
Full-Time
Key Skills
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