Manager, IT Service Desk - Arizona Remote

Vitalant•AZ Remote, AZ

8d•$95,000 - $120,000•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. Note: Salary will be determined based on Years of Experience and Geographical Location. Compensation shown in National Office Salary Range. Work Shift (if applicable): Shift 1 (United States of America) Job Description: Compensation: 95,000 - 120,000 per year - based on experience. Vitalant is seeking a Manager, IT 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. Important: You must be able to self - relocate to Arizona. This position is not remote for any other state of residence. If you are impact-inspired to help others, and making a difference is vital for you, you'll experience a career built on purpose, a company created to care, and a team committed to lead - together. Vitalant is one of the nation's largest nonprofit blood and biotherapies healthcare organizations, providing hospitals and patients across the U.S. a safe blood supply, specialized laboratory services, transfusion medicine expertise and world-renowned reserach. Vitalant provides blood and special services to patients in more than 900 hospitals across the U.S. and host approximately 60,000 blood drives annually. Vitalant is an equal employment/affirmative action employer.

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.