Senior Manager, Service Desk Operations

Philips

4d•$117,000 - $208,000•Remote

About The Position

You will lead the Service Desk Operations for North America, responsible for overseeing Service Desk Managers, Major Incident Management, and the direction of Level 1 support within a unified, ITIL-aligned support operating model. Your role involves leading day-to-day technical direction for Level 1 support operations, triage quality, and queue discipline, including direct oversight and management of Service Desk Managers and Major Incident Managers. You will drive first-contact resolution through disciplined knowledge use, known issue handling, and structured troubleshooting, mentoring managers on best practices and accountability for results. Additionally, you will coach, develop, and provide ongoing feedback to Service Desk Managers and frontline staff on call control, documentation quality, customer communication, and professional growth. You will review ticket patterns, reassignment trends, and handoff points to improve flow and reduce waste, holding Service Desk Managers accountable for continuous improvement within their teams. You will also identify training gaps and work with Service Desk Managers to build or refine job aids, scripts, and knowledge articles for recurring issues, fostering a culture of learning and development. Promoting compliance with regulated support processes, documentation expectations, and audit-ready operating practices, you will oversee the performance management and development of Service Desk Managers to maintain standards and drive excellence. You must be able to work core business hours in a US time zone and provide leadership support during critical incidents or high-volume service events as needed.

Requirements

7+ years of experience in enterprise technical support, service desk operations, or incident management, including substantial hands-on work in a complex ITSM environment
Deep understanding of Level 1 support operations, triage methods, and service request or incident intake controls.
Knowledge of PACS, DICOM, HL7, or clinical workflow support environments.
Bachelor’s degree in Engineering, Medical, Science related field or an equivalent combination of education and experience.
Must be able to work core business hours in a US time zone.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Nice To Haves

ServiceNow Fundamentals or equivalent ITSM platform training is a plus.

Responsibilities

Lead day-to-day technical direction for Level 1 support operations, triage quality, and queue discipline, including direct oversight and management of Service Desk Managers and Major Incident Managers.
Drive first-contact resolution through disciplined knowledge use, known issue handling, and structured troubleshooting, mentoring managers on best practices and accountability for results.
Coach, develop, and provide ongoing feedback to Service Desk Managers and frontline staff on call control, documentation quality, customer communication, and professional growth.
Review ticket patterns, reassignment trends, and handoff points to improve flow and reduce waste, holding Service Desk Managers accountable for continuous improvement within their teams.
Identify training gaps and work with Service Desk Managers to build or refine job aids, scripts, and knowledge articles for recurring issues, fostering a culture of learning and development.
Promote compliance with regulated support processes, documentation expectations, and audit-ready operating practices, overseeing the performance management and development of Service Desk Managers to maintain standards and drive excellence.
Provide leadership support during critical incidents or high-volume service events as needed.