Senior Manager, IT Service Desk

McKesson•Richmond, VA

13h

About The Position

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. 📝 Job Summary We are seeking a strategic and results-driven Senior Manager of IT Service Desk to lead our IT support operations. This role is responsible for overseeing the delivery of high-quality technical support services, managing a team of service desk professionals, and driving continuous improvement in user experience, incident resolution, and operational efficiency. This role will also spearhead the integration of AI and automation technologies to transform service desk operations, improve efficiency, and deliver predictive, data-driven support solutions.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field.
7+ years of experience in IT support, with at least 3 years in a leadership role.
Strong knowledge of ITIL framework and service management principles.
Experience with enterprise ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Excellent communication, leadership, and problem-solving skills.
Proven ability to manage cross-functional teams and drive change in a fast-paced environment.
Demonstrated experience implementing AI or automation solutions in IT support environments.
Knowledge of AI frameworks, automation platforms (e.g., RPA tools), and data analytics.

Nice To Haves

ITIL, HDI, or similar certifications.
Experience supporting hybrid or remote workforces.
Familiarity with automation and AI-driven support technologies.
Strong analytical skills and data-driven decision-making.
Certifications in AI, automation, or digital transformation (e.g., Microsoft AI Fundamentals, UiPath, Automation Anywhere).
Experience with AI-driven ITSM platforms and virtual support agents.
Strong understanding of data privacy, ethics, and governance in AI applications.

Responsibilities

Lead and mentor a team of IT Service Desk analysts and technicians across multiple locations.
Develop and execute service desk strategies aligned with business goals and IT service management best practices.
Establish and monitor KPIs, SLAs, and performance metrics to ensure exceptional service delivery.
Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
Implement ITIL-based processes for incident, problem, and request management.
Manage escalations and ensure root cause analysis and long-term solutions for recurring issues.
Evaluate and optimize service desk tools, ticketing systems, and knowledge bases.
Collaborate with infrastructure, application, and cybersecurity teams to ensure seamless support and integration.
Champion a customer-first culture, ensuring end-users receive prompt, courteous, and effective support.
Develop training programs and self-service resources to empower users and reduce ticket volume.
Ensure compliance with internal policies, security standards, and regulatory requirements.
Prepare regular reports for senior leadership on service desk performance, trends, and improvement initiatives.
Develop and implement a roadmap for AI-driven and automated service desk solutions, including chatbots, virtual agents, and automated ticket triage.
Identify opportunities to automate repetitive tasks, reduce manual intervention, and improve incident resolution speed and accuracy.
Stay current with emerging AI and automation trends, evaluating their applicability to service desk operations.
Utilize AI-powered analytics to monitor service desk performance, predict support trends, and proactively address potential issues.
Champion the use of machine learning models to analyze ticket data, identify recurring problems, and recommend process improvements.