Senior Manager, IT Service Management
About The Position
Welcome to AMN Healthcare — Where Talent Meets Purpose Ever wondered what it takes to build one of the largest and most respected healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and exceptional people like you. At AMN Healthcare, we don’t just offer jobs — we build careers that make a difference. Why AMN Healthcare? Because Excellence Is Our Standard: Named to Becker’s Top 150 Places to Work in Healthcare — three years running. Consistently ranked among SIA’s Largest Staffing Firms in America. Honored with Modern Healthcare’s Innovators Award for driving change through innovation. Proud holder of The Joint Commission’s Gold Seal of Approval for Staffing Companies since 2006. Location: Dallas, TX or San Diego, CA (Onsite, 5 days/week) This role does not provide sponsorship or H1b transfers. Job Summary The Senior Manager, IT Infrastructure & Support leads the delivery of high-quality, consistent technical support services that meet or exceed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). This role ensures adherence to ITIL best practices while driving process improvements and team development in a dynamic environment.
Requirements
- Broad technical expertise with ITIL and IT Service Management best practices.
- Strong leadership and coaching capabilities.
- Excellent verbal, written, and interpersonal communication skills.
- Flexibility for off-hour support and involvement in service disruptions.
- Bachelor’s degree + 5–7 years of IT experience OR High School Diploma/GED + 9–11 years of IT experience.
- Minimum 2–3 years of experience managing managers (manager-of-managers role) in IT operations or service desk environments.
- Proven ability to lead large teams (30+ members including offshore resources) and drive performance improvements.
- Demonstrated success in coaching, mentoring, and succession planning for both FTEs and contractors.
- Experience managing IT service desk operations for organizations with 1,000+ employees.
- Hands-on experience with ServiceNow or similar ITSM platforms.
- Familiarity with remote-control software, call center systems, and incident management processes.
- Background in managing call center environments and leveraging offshore resources for cost optimization.
Responsibilities
- Team Leadership: Own and manage the Service Desk team, including selection, career development, training, promotions, performance reviews, and staffing decisions.
- Service Delivery: Ensure efficient and timely first- and second-level support on a 24/7 basis.
- Customer Engagement: Serve as the primary point of contact for critical issue resolution and customer concerns.
- Knowledge Management: Maintain and enhance a central knowledge base for rapid issue recovery and minimal service disruption.
- Incident Management: Invoke escalation procedures, coordinating communication, resources, and root cause analysis.
- Cross-Functional Collaboration: Represent the Service Desk in projects, system go-lives, and releases.
- Operational Decision-Making: Make daily decisions and solve problems related to Service Desk operations.
- Budget Ownership: Develop and manage budgets for staffing, procurement, and departmental expenditures.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
