Service Desk Manager

Summary

The Service Desk Manager will be responsible for overseeing multiple service desks, working closely with service desk leads to ensure efficient and effective service delivery. This role requires strong client-facing skills, the ability to manage employees, and the capability to scale delivery to meet organizational needs.

Your role in our mission

• Oversee the daily operations of multiple service desks, ensuring high-quality service delivery.
• Collaborate with service desk leads to develop and implement best practices and process improvements.
• Manage and mentor service desk staff, providing guidance and support to ensure professional growth and development.
• Act as the primary point of contact for leadership and clients, addressing their needs and ensuring satisfaction with service desk operations.
• Monitor service desk performance metrics and implement strategies to improve efficiency and effectiveness.
• Develop and maintain knowledge base documentation, including standard operating procedures, user guides, and training materials.
• Ensure compliance with organizational policies and industry standards.
• Scale service delivery to meet the evolving needs of the organization and its clients.
• Handle escalated issues and ensure timely resolution.
• Stay current with industry trends and advancements in service desk management.
• Utilize ServiceNow workflow tools to streamline and automate service desk processes.
• Well-versed in healthcare practices or experienced in healthcare industry
• Ensure alignment of service desk operations with ITIL v4 framework and best practices.

What we're looking for

• Bachelor’s degree in information technology, Business Administration, or a related field.
• Minimum of 10 years of experience in service desk management.
• Proven experience in managing multiple service desks and leading teams with excellent problem-solving and analytical skills.
• Strong client-facing skills with the ability to build and maintain positive relationships.
• Experience with ITIL processes and best practices.
• Familiarity with ServiceNow workflow tools and other service desk software.
• ITIL 4 certification preferred.

What you should expect in this role

• Opportunities to travel through your work (0-10%)
• This is a full-time permanent regular salaried (W-2) employee position.
  • Monday through Friday work schedule (40 hours per week).
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• Employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload.  Greater speeds will of course provide better performance.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• This position will be posted until March 5, 2025.

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