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Anatomy IT · 6 hours ago

IT Service Desk Manager

United States

Full-time

Remote

Senior Level

7+ years exp

Anatomy IT is a leading healthcare IT company that helps healthcare providers deliver exceptional patient care through technology and cybersecurity solutions. They are seeking an IT Service Desk Manager to oversee the delivery of service desk support, ensuring high-quality service and operational excellence while leading a team of shift leads and service desk agents.

Cloud ComputingCyber SecurityHealth CareInformation Technology

Responsibilities

Provide leadership and direction to three Service Desk Shift Leads and their respective teams

Establish clear performance goals and monitor service desk KPIs, including first call resolution, average response time, SLA compliance, and agent productivity

Ensure consistent quality of service delivery across all shifts and support channels

Act as the senior escalation point for service desk-related client concerns or internal delivery issues

Mentor and develop shift leads and agents, driving a culture of accountability, continuous improvement, and customer focus

Oversee the day-to-day operations of the service desk, ensuring all incidents, requests, and inquiries are logged, prioritized, and resolved within SLA guidelines

Maintain high productivity levels for all service desk agents, ensuring efficient ticket handling and balanced workloads

Monitor and improve performance across all client-facing channels (phone, email, chat, and portal)

Implement best practices and ITIL-aligned processes for incident management, request management, and escalation handling

Coordinate closely with the Onsite Support Manager to ensure effective handoffs and maximize resource availability across functions

Champion initiatives to improve first call resolution and reduce escalations to higher-level support

Ensure exceptional customer service experience by implementing feedback loops, quality monitoring, and client satisfaction surveys

Work with the Service Request / Demand Coordinator to align service desk priorities with incoming requests and overall demand management

Identify opportunities for automation, knowledge base expansion, and self-service enhancements to reduce ticket volumes and improve user experience

Report on service desk performance to the Sr. Director, Service Delivery, including SLA compliance, volume trends, agent productivity, and customer satisfaction

Qualification

ITIL 4.0 practicesService desk operationsLeadership experienceTechnical support experienceITSM/PSA toolsContinuous improvementCommunication skillsProblem-solving skillsCollaboration skills