IT Service Manager

Össur • Nashville, TN

56d

About The Position

As a key member of the Global IT department at Embla Medical, the IT Service Desk Manager leads a team responsible for delivering high-quality support and maintenance of the end-user environment. This role ensures operational excellence, drives continuous improvement through global templates, and fosters a culture of service and accountability.

Requirements

• Minimum 5 years of experience in IT support or service desk management.
• Proven leadership experience in managing technical teams.
• Experience with ITSM tools and service desk metrics.
• Strong interpersonal and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Analytical mindset with a focus on continuous improvement.
• Familiarity with hardware provisioning, software deployment, and IT compliance.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Equivalent experience may be considered in lieu of formal education.

Nice To Haves

• ITIL Foundation or higher.
• CompTIA A+, Network+, or similar certifications.

Responsibilities

• Lead, mentor, and develop a team of Service Desk professionals.
• Conduct performance reviews and manage individual development plans.
• Oversee external resource engagement and performance.
• Monitor and report on team output and service quality.
• Plan and manage department capacity to meet business needs.
• Manage day-to-day Service Desk operations and ensure process adherence.
• Oversee technical onboarding of new employees including hardware and software provisioning.
• Ensure effective provisioning and support of printing environments.
• Deliver Level 1 support for end-user hardware and software issues.
• Maintain the health and performance of end-user hardware and desktop software.
• Ensure documentation (FAQs, knowledge base) is updated with new functionality.
• Advise users on best practices and available IT solutions.
• Ensure compliance with IT policies and perform internal audits.
• Support the transition of new technologies from development to production.
• Participate in IT projects to implement systems in new locations.
• Support deployment and testing of new features across the organization.
• Apply project methodologies to ensure successful delivery and adoption.

Benefits

• Competitive Compensation Packages
• Medical, Dental, and Vision Benefits
• 401(k) Retirement Plan with employer matching contribution
• 9 paid holidays
• 13 vacation days, birthday and two (2) volunteer day
• 8 sick days within your first year of employment
• Paid Parental Bonding

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees