Senior Manager, Service Desk Operations

Job Title

Senior Manager, Service Desk Operations (U.S. Remote)

Senior Manager, Service Desk Operations (U.S. Remote) 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:
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.

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.

• 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.
• Service Now Fundamentals or equivalent ITSM platform training is a plus.

Must have a Bachelor’s degree in Engineering, Medical, Science related field or an equivalent combination of education and experience.

Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. This is a field role.

We are a health technology company. We built our entire company around the belief that every human matters, and we won’t stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. Learn more about our business. Discover our rich and exciting history. Learn more about our purpose.

Learn more about our culture.

• The pay range for this position in AL, AZ, AR, CO, FL, GA, , IL, IN, IA, KS, KY, LA, ME, MI, MS, MO, MN, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV or WY is $117,000 to $186,000.
• The pay range for this position in AK, DE, HI, MD, MN, and RI is $123,000 to $195,000.
• The pay range for this position in CA, CT, DC, MA, NJ, NY, or WA is $131,000 to $208,000.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job‑related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long‑term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits…