Service Desk Manager

Firelands Health Careers•Sandusky, OH

3d•Onsite

About The Position

Primarily focused on the management, coordination, and continual improvement of the Service Desk, Desktop Support, endpoint support, and related IT Service Management processes, the Service Desk Manager is a member of the Information Technology leadership team and plays a key role in the delivery of reliable technology support across Firelands Health. The position requires strong leadership, superior communication, sound judgment, and the ability to build effective relationships with clinical, operational, administrative, technical, and vendor partners. The person in this role plans, directs, and evaluates functions associated with Service Desk and Desktop Support, maintains a 24-hour, 7 day per week support operation, and ensures that service delivery practices support organizational priorities, patient care operations, cybersecurity expectations, and customer satisfaction. The Service Desk Manager leads subordinate staff, coordinates internal and external resources, manages service performance, supports hardware and software lifecycle needs, provides advanced escalation support, and generates and maintains appropriate documentation. Subject to call by stand-by staff.

Requirements

Bachelor's degree in related field and three (3) years of equivalent experience, or Associate's Degree in related field and five (5) years of equivalent work experience, or seven (7) years of equivalent work experience required.
Prior leadership, supervisory, or team lead experience in an IT support environment is preferred.
ITIL Foundation, HDI, CompTIA A+, Network+, Security+, Project+, Microsoft, or other comparable manager-approved certifications are preferred or may be required within a defined period based on departmental needs.
Certifications required by the department must remain valid.
Demonstrates willingness, ability, and availability to attend leadership, technical, service management, cybersecurity, compliance, or other training as requested by the AVP, Information Technology or designee.
Detail and result oriented with strong leadership, coaching, delegation, decision-making, conflict resolution, and performance management skills.
Demonstrates advanced knowledge of IT Service Management frameworks and processes, including ITIL-based incident management, request fulfillment, problem management, change management, knowledge management, service catalog concepts, metrics, and continual improvement.
Demonstrates knowledge of basic project management and the ability to manage assigned initiatives, service transitions, go-live support needs, and concurrent operational priorities.
Demonstrates advanced troubleshooting judgment and the ability to coach others through structured problem solving, root cause identification, documentation, and appropriate escalation.
Demonstrates knowledge of healthcare technology environments and the ability to support clinical, administrative, business, and patient care operations with appropriate urgency and professionalism.
Demonstrates knowledge of computer systems and procedures, endpoint hardware, peripherals, mobile devices, printers, scanners, A/V equipment, communications tools, data handling, information management principles, and support documentation practices.
Demonstrates awareness of cybersecurity, privacy, access control, endpoint protection, phishing, social engineering, and incident escalation practices appropriate to the Service Desk function.
Demonstrates awareness of artificial intelligence, automation, and machine-learning-enabled tools as they relate to IT support, user assistance, knowledge management, productivity, cybersecurity risk, privacy, data protection, and responsible technology use in a healthcare environment.
Demonstrates initiative and the ability to work in a stressful environment, adapt to changing priorities, and make timely decisions that support patient care and organizational operations.
Demonstrates ability to grasp new and technical concepts quickly and stay current with technology.
Demonstrates analytical abilities, creativity, attentiveness to detail, and the ability to identify trends, service gaps, and improvement opportunities from data and user feedback.
Demonstrates ability to communicate effectively in both written and oral form with staff, peers, leaders, physicians, vendors, and end users at all levels of the organization.
Demonstrates willingness to be available by mobile device, work overtime, respond to urgent issues, and/or work a non-standard schedule as needed to support a 24-hour, 7 day per week operation.
Demonstrates ability to use computer systems, computer workstations, support tools, ticketing systems, productivity software, reporting tools, and related technology.

Nice To Haves

Prior leadership, supervisory, or team lead experience in an IT support environment is preferred.
ITIL Foundation, HDI, CompTIA A+, Network+, Security+, Project+, Microsoft, or other comparable manager-approved certifications are preferred or may be required within a defined period based on departmental needs.

Responsibilities

Works collaboratively with Information Technology leaders, team members, clinical leaders, operational leaders, vendors, and business partners to assess, define, and continually improve Information Technology services, support capabilities, processes, and procedures.
Manages, optimizes, and leads the evolution of Service Desk and Desktop Support practices in alignment with IT Service Management principles and the ITIL framework, including incident management, request fulfillment, problem management, knowledge management, service level management, and change management support.
Plans, directs, coordinates, and evaluates the daily operations of the Service Desk and Desktop Support teams, ensuring adequate staffing, scheduling, on-call coverage, and support readiness for a 24-hour, 7 day per week healthcare environment.
Serves as the management escalation point for Service Desk and Desktop Support incidents, requests, complaints, and operational concerns; provides Level-4 Service Desk support and clear guidance to staff and system users when needed.
Reviews Service Desk metrics, ticket queues, customer feedback, call trends, first-contact resolution, aging tickets, recurring issues, service levels, and user satisfaction results; implements improvements that strengthen service quality, accountability, and customer experience.
Builds a functional, accountable, and customer-focused team; manages, mentors, motivates, and empowers Service Desk and Desktop Support staff to use best practices, demonstrate ownership, and provide consistent service excellence.
Evaluates employee performance; counsels and disciplines employees as appropriate; develops orientation, onboarding, continuing education, cross-training, and skill development plans for Service Desk and Desktop Support staff.
Coordinates hiring, onboarding, training, workload assignment, and performance expectations for Service Desk and Desktop Support staff; recommends applicants for hire in accordance with Human Resources and departmental procedures.
Ensures proper use and continual improvement of support tools, ticketing systems, knowledge bases, endpoint management tools, remote support tools, call handling processes, and documentation standards.
Manages, monitors, and reports on endpoint support and inventory status for assigned technology assets, including workstations, laptops, tablets, printers, scanners, phones, mobile devices, POS systems, A/V equipment, televisions, and patient or nurse communication tools as applicable.
Coordinates hardware procurement, deployment, replacement, maintenance, disposal planning, and vendor support activities for end-user and endpoint technology in partnership with other IT leaders and established purchasing processes.
Supports cybersecurity, privacy, and compliance expectations by ensuring Service Desk procedures follow approved standards for identity verification, access requests, endpoint support, incident escalation, documentation, least privilege, protection of confidential information, and appropriate use of approved artificial intelligence or automation tools.
Supports the responsible use of approved artificial intelligence, automation, and analytics tools within Service Desk and Desktop Support operations, including ticket routing, knowledge management, reporting, documentation, and support process improvement, while ensuring compliance with organizational policies, cybersecurity standards, privacy requirements, and human review expectations.
Participates in change management and supports the IT Change Advisory Board process as assigned; ensures Service Desk readiness for planned changes, go-lives, downtime events, service transitions, communication plans, and after-action follow-up.
Uses resources efficiently; tracks and reports progress on active work and assigned projects; manages concurrent priorities and coaches team members on effective work management, communication, documentation, and project support practices.
Serves as a liaison between users and technical personnel; manages user expectations, communicates service impacts clearly, and cultivates feedback for service, system, workflow, and support improvements.
Seeks and utilizes feedback from users, leaders, and team members to improve customer satisfaction, reduce repeat issues, strengthen knowledge content, and improve the support experience.
Puts organizational goals ahead of personal goals; manages fluctuations in work and schedule requirements effectively; demonstrates initiative, cooperation, sound judgment, and professional conduct.