Manager, IT Service Desk - Arizona Remote

Vitalant

3d•Remote

About The Position

At Vitalant, the impact you make doing work that is purposeful, meaningful, and worthwhile is vital. As a member of our non-profit organization, you can be impact-inspired to provide vital clinical services to communities nationwide, vital products to those in need of a donor's generosity, or vital scientific research that advances blood safety worldwide. Compensation Considerations: Compensation: 95,000 - 120,000 per year - based on experience. Vitalant is seeking a Manager, Service Desk to lead the planning, organization, and daily operations of our Service Desk team in support of our life-saving mission. This role ensures reliable, responsive IT support across the organization—helping teams stay connected, productive, and focused on saving lives. Partnering closely with IT leaders across functions, the Manager oversees staffing, schedules, and skill coverage to ensure consistent service delivery throughout all operational hours. This position offers the flexibility to work remotely from anywhere in Arizona in work-at-home role. Our comprehensive total rewards support you, your family, and your future with: Medical, dental, and vision insurance 401K + 5% company match Tuition assistance up to $5k per year Free basic life and AD&D insurance Free short-and-long-term disability insurance Paid time off Employee Resource Groups Recognition and perks

Requirements

Automatic Call Distribution
Quality Management
Workforce Management and Reporting required.
Creating / Developing dashboards and reports for Service Desks (KPI's) for FCR, Call Handling Time, Average Handle Time etc.

Responsibilities

Lead, manage, and develop a high-performing Service Desk team, ensuring consistent, high-quality customer service across all users.
Hire, train, coach, and evaluate Service Desk staff while addressing performance, attendance, and personnel issues in alignment with policy and best practices.
Establish and reinforce ITIL-aligned processes and Service Desk best practices to drive operational consistency and service excellence.
Ensure effective incident management and escalation, serving as a senior escalation point for complex or sensitive issues.
Build and sustain a culture of metrics and continuous improvement by defining, monitoring, and using KPIs to guide reporting and decision-making.
Develop, communicate, and maintain a Service Desk strategy aligned with overall IT and business objectives, ensuring team understanding and engagement.
Identify operational risks, inefficiencies, and recurring issues; implement corrective actions and coordinate workflows with cross-functional IT teams.
Partner in change and problem management activities (e.g., CAB/SCCB/ARB) to ensure Service Desk readiness and support for system and process changes.
Oversee Service Desk communications to ensure timely, accurate, and audience-appropriate messaging.
Manage budgets, policies, tools, and technologies while collaborating with IT and Information Security to ensure secure, scalable, and effective service delivery.