Service Desk Manager

Gulf Coast Blood•Houston, TX

3d•Hybrid

About The Position

The Manager, Service Desk (IT Operations & End-User Support) leads the delivery of reliable, secure, and highly responsive IT support services across a regulated blood manufacturing environment. This role is critical to ensuring uninterrupted operations supporting donor centers, laboratory systems, manufacturing systems, and patient-care-critical technologies.

Requirements

Bachelor’s degree in Information Technology, Healthcare Informatics, or related field required
7–10+ years of experience in IT support, service desk, or IT operations
3+ years of leadership experience managing service desk or support teams
Experience in healthcare, life sciences, blood banking, or regulated manufacturing required
Strong knowledge of ITIL frameworks
Experience working in validated systems and audit environments

Nice To Haves

Master’s degree preferred
Certification in ITIL preferred
Experience supporting 24/7 operations in a mission-critical environment
Familiarity with ITSM platforms (e.g., ServiceNow, Ivanti, Jira Service Management)
Experience with service desk analytics and reporting tools

Responsibilities

Lead and oversee Tier 1–2 service desk operations supporting clinical, laboratory, and corporate users.
Ensure consistent, high-quality end-user support across all locations and functions.
Manage support coverage to meet the needs of a 24/7 operational environment.
Establish and manage SLAs and OLAs aligned with regulatory expectations and patient safety requirements.
Drive ITIL-based processes, including Incident, Problem, and Request Management.
Monitor service desk performance metrics and KPIs to ensure service effectiveness and efficiency.
Identify trends and implement improvements to reduce recurring issues and enhance user experience.
Ensure continuous availability of IT support for critical systems, including: Laboratory Information Systems (LIS), Donor Management Systems, Manufacturing Systems, ERP and Business Applications.
Lead coordination and escalation for major incidents impacting business operations.
Support disaster recovery processes and operational continuity efforts.
Partner with Quality, Compliance, and Regulatory teams to ensure adherence to FDA, AABB, HIPAA, and GxP standards.
Ensure service desk processes align with audit and validation requirements.
Maintain accurate documentation and support audit readiness.
Develop, coach, and mentor a high-performing team of analysts and specialists.
Foster a customer-focused, service-oriented culture.
Manage vendor relationships for outsourced support services and service desk tools.
Monitor vendor performance against agreed SLAs.