Information Technology Service Desk Manager

Position will close November 2nd, 2025

POSITION SUMMARY: The IT Service Desk Manager oversees the daily operations of the IT Service Desk team, ensuring end-users receive timely and effective technical support. This role also leads key Service Desk projects focused on enhancing both IT and end-user experiences, as well as modernizing IT workflows to support the hospital’s mission of improving patient care through technology. The manager provides leadership, strategic direction, and operational oversight to keep the Service Desk performing at a high level and aligned with the hospital’s overall objectives.

POSITION REQUIREMENTS:

• Licensure/Certification/Registrations: IT Service Management (ITSM) certifications (ITIL), HDI Support Center Manager (HDI-SCM), Project Management Certifications (PMP) and relevant technical and security certifications preferred.
• Education: BA/BS degree in Information Technology or extensive proven equivalent work experience required.
• Experience: Minimum of 10 years of experience in managing IT Services or Support Desk Operations and developing IT end point services in a high-performing enterprise environment, and experience in a healthcare setting with proven ability to lead IT service teams.
• Skills & Abilities:
  • General Skills and Abilities:
  • • Demonstrates strong interpersonal and leadership skills, fostering positive relationships and effective team management to motivate, mentor, and guide a support team.
    • Efficiently manages service desk IT personnel, projects, budgets, and departmental priorities, ensuring alignment with organizational goals.
    • Possesses a deep understanding of IT governance, practices, and processes, supporting the hospital’s strategic technology vision.
    • Excels at multitasking—balancing multiple service desk projects and daily operations while meeting deadlines.
    • Collaborate effectively with hospital administration and customers, building strong professional relationships.
    • Communicates clearly in both verbal and written forms, with a strong customer-oriented approach.
    • Applies advanced analytical, problem-solving, and troubleshooting skills, including program and asset management, risk assessment, and root cause analysis, with expertise in ITIL processes and Microsoft technologies.
  • Technical Skills:
    • ITSM frameworks: Strong knowledge of IT service management frameworks, such as ITIL, is crucial.
    • Support tools: Hands-on experience with help desk software and ticketing systems like SolarWinds Help Desk, ServiceNow, Jira, or Zendesk.
    • IT knowledge: A solid technical background that includes IT desktop support, networking, operating systems, and hardware and software troubleshooting.
    • Data analysis: Ability to analyze performance metrics and interpret data from reporting tools and dashboards.
    
    

ESSENTIAL FUNCTIONS:

Operational Management

• Supervision: Oversee the day-to-day personnel operations of the service desk staff, including scheduling, workload balancing, and shift hand-offs.
• Manage: The IT Service Desk, including call center, ticketing system/knowledge base, tiered escalation, SLOs, problem management, incident management and change management.
• Partner: With other IT leaders, Department Directors and Hospital Administration to support the implementation of key IT strategic initiatives and services to ensure deliverables are completed on time and are well communicated and with the support of key stakeholders.
• Service level agreements (SLAs): Develop, monitor, and enforce SLAs and key performance indicators (KPIs) for the service desk, such as resolution time and customer satisfaction (CSAT) scores.
• Escalations: Manage the escalation process for high-priority or complex incidents, coordinating with other IT teams (e.g., network, applications, security, PMO) to ensure quick resolution.
• Process improvement: Analyze service desk metrics and user feedback to identify trends and implement continuous improvement initiatives to enhance service delivery and efficiency.
• Communications: Working with other IT leaders, Marketing and Communications, and department leadership, collaborating and implementing broad communications to end-users, providing education that will help improve user adoption of IT-provided services and tools.

Team Leadership and Development:

• Recruitment and training: Recruit, hire, and onboard new service desk representatives and technicians.
• Mentorship: Coach and mentor staff, providing ongoing training to develop their technical skills and foster a customer-centric culture.
• Performance management: Conduct performance reviews, set clear performance expectations, and handle disciplinary actions when necessary.
• Conflict resolution: Apply conflict-management skills to resolve disputes, especially during high-stress situations with frustrated customers.

Strategic and Financial Planning:

• Technology strategy: Provide input to the IT department on broader IT and business goals by identifying, analyzing and championing technologies to streamline support and improve end-user experience.
• Budget management: Assist the IT Director in developing and managing the service desk operations and related project budgets, controlling support-related expenditures and demonstrating return on investment (ROI) for initiatives.
• Vendor management: Negotiate and administer service desk vendor contracts with external vendors and third-party support providers.
• Asset management: Oversee IT end-user asset management for IT hardware, software, and equipment.

Collaboration and Communication:

• Stakeholder communication: Act as a liaison between the service desk, other IT functional departments and senior leadership, providing status on Service Desk performance and significant activities.
• Cross-functional collaboration: Coordinate with other IT and hospital departments to ensure seamless support for IT projects, such as major system releases or changes impacting end-users.
• Documentation: Maintain and update the IT Service Desk knowledge base with procedures, troubleshooting guides, and support scripts for both the team and end-users.

** This job description is not intended to be an exhaustive list of all duties. Employee may perform other related duties as assigned.

Craig Hospital Benefits:

Benefit Eligible Positions:

At Craig Hospital, we offer a wide range of outstanding benefits that allow our employees to tailor a benefits package that meets their individual needs. Planning a family or looking forward to retirement, we have options. Our medical insurance is a self-funded plan administered by Allegiance Benefit Plans with a CIGNA network of providers offering two different comprehensive plans. We offer dental insurance through Delta Dental, and vision insurance through EyeMed. Craig offers Health Care and Dependent Care Spending Accounts. Craig also provides, and pays for both Short Term and Long-Term Disability Insurance plans for every benefit-eligible employee. We offer generous time off benefits to allow you to enjoy your time away from work too! Additionally, we have a 403b Retirement Plan with a generous matching contribution through Empower Retirement that you are eligible for upon hire. Do you want to go back to school? We have Tuition Assistance. Unexpected emergency? We have Employee Assistance Programs. For Craig, we believe in offering best-in-class benefits, and we prioritize benefits to support you.

Salary Range: $40.71/ Hour - $58.63/ Hour (Based on Years of Experience)

Salary Range: $84,676.80/ year - $121,950.40/ year (Based on Years of Experience)