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Shady Grove Fertility · 2 months ago

IT Service Desk Manager

United States

Full-time

Remote

Senior Level

5+ years exp

Shady Grove Fertility is a network of premier fertility centers in the United States, dedicated to delivering exceptional patient care. The IT Service Desk Manager will lead and manage service desk support teams to ensure efficient handling of incidents and service requests while maintaining high standards of customer service.

Health CareMedicalMedical Device

Responsibilities

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

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

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

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

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

Identify automation or self-service opportunities to enhance efficiency and reduce ticket volume

Travel for in person team meetings

Qualification

ITSM principlesTeamDynamixServiceNowM365Active DirectoryEndpoint managementITIL FoundationCompTIA A+CompTIA Network+CompTIA Security+LeadershipCommunication skillsProblem-solvingDecision-making