IT Service Desk Manager

Job Details

Description

Enjoy what you do while contributing to a company that makes a difference in peoples Fertility a network of premier fertility centers in the United States continually seeks experienced compassionate and dynamic team players who are committed to delivering exceptional patient care to join our growing practice. The work we do building families offers stimulation challenge and personal reward. If youre looking for a new opportunity to work in a fast-paced professional environment where your talent contributes to changing peoples lives then we want to talk to you.

We are currently seeking candidates for a IT Service Desk Manager. The USF IT Service Desk Manager will lead and manage the organizations service desk support teams to deliver exceptional IT services across all departments. This role combines strong technical knowledge with proven leadership coaching and process improvement skills. The IT Service Desk Manager will ensure that incidents and service requests are handled efficiently SLAs are consistently met and the service desk operates as a high-performing customer-focused unit.

We have an immediate opening for an experienced and dynamic individual to join our team as an IT Service Desk Manager. This is a full-time position working Mon. - Fri. 8:00am-5:00pm Remote.

How Youll Contribute: We always do whatever it takes even if it isnt specifically our general the IT Service Desk Manager is responsible for:

Leadership & Team Management

• Supervise and develop service desk technicians fostering a culture of accountability collaboration and continuous learning.
• Conduct regular one-on-ones team meetings and performance reviews to set goals and identify development opportunities.
• Provide ongoing coaching and mentorship to improve both technical and soft skills.
• Manage staffing schedules workload balance and coverage planning.

Service Desk Operations

• Oversee daily service desk operations ensuring timely resolution of incidents and requests according to defined SLAs.
• Monitor and manage ticket queues escalation paths and communication with end users.
• Analyze service desk metrics to identify trends recurring issues and opportunities for process improvement.

• Maintain a strong customer service culture focused on responsiveness quality and professionalism.
• Collaborate with various IT teams for collaboration escalations and complex issues.
• Must be able to lift at least forty pounds.

Process Improvement & Documentation

• Develop and refine SOPs escalation workflows and knowledge base documentation to improve efficiency and consistency.
• Implement best practices aligned with ITIL or similar ITSM frameworks.
• Continuously review service delivery processes to enhance user satisfaction and operational excellence.

Technology & Systems Management

• Ensure proper use and maintenance of ITSM tool TeamDynamix for incident request and asset management.
• Work with Service Delivery colleagues to help support endpoint management imaging patching and user onboarding/offboarding processes.
• Coordinate with infrastructure teams on network server and application support escalations.
• Assist in evaluating and implementing new technologies that improve IT support operations.

Reporting & Strategic Contributions

• Develop and present performance dashboards and service metrics (FCR SLA compliance CSAT backlog etc.) to IT leadership.
• Participate in strategic IT planning budgeting and capacity forecasting. Strategy meetings will be held twice a year in person with IT leadership.
• Identify automation or self-service opportunities to enhance efficiency and reduce ticket volume.
• Travel for in person team meetings

What Youll Bring:

The skills and education we need are:

Education & Experience

• Bachelors degree in information technology computer science or related field.
• 5 years of experience in IT support or service management roles with at least 3-5 years in a supervisory or management position.
• Proven success managing Tier 1 and Tier 2 service desk operations in a multi-site or enterprise environment.

Technical Competencies

• Strong understanding of ITSM principles incident/request management and ticket lifecycle best practices.
• Hands-on experience with M365 Active Directory endpoint management and common enterprise applications.
• Familiarity with networking fundamentals desktop support and system administration concepts.
• Experience with ITSM platforms such as TeamDynamix ServiceNow or Jira Service Management.

Leadership Competencies

• Demonstrated ability to lead coach and motivate diverse technical teams.
• Excellent communication and interpersonal skills for working with both technical and non-technical staff.
• Strong problem-solving and decision-making abilities in fast-paced environments.

Preferred Certifications:

• ITIL Foundation (v4 preferred)
• CompTIA A / Network / Security
• Microsoft Certified: Modern Desktop Administrator or M365 Fundamentals
• HDI Support Center Manager (a plus)

More important than the best skills however is the right person. Employees who embrace our mission vision and core values are highly successful.

What We Offer:

• Competitive pay bonus
• Comprehensive paid training
• Medical dental vision and 401(k) matching
• Generous paid time off and holidays
• Earned telework incentives
• Tuition assistance
• Ability to make an impact in the communities we serve

At US Fertility we promote and develop individual strengths in order to help staff grow personally and professionally. Our core values - Empathy Patient Focus Integrity Commitment and Compassion (EPICC) guide us daily to work hard and enjoy what we do. Were committed to growing our practice and are always looking to promote from within. This is an ideal time to join our team!