Service Desk Manager

Position Highlights

• Lifestyle:
  Sandusky was voted “Best Coastal Small Town in America”. You will have the opportunity to enjoy living and working in this growing area along the beautiful shores of Lake Erie.
• Work/life:
  You will find support to help you manage your personal life while building a career.
• Employee-centric:
  Tuition reimbursement, loan forgiveness, comprehensive major medical, dental and vision insurance, paid time off, 401(k), health and wellness offerings, monthly employee events, and more.

Our goal at Firelands Health is to be the best & preferred independent healthcare employer for the Sandusky Bay region.

Firelands Health is the area’s largest and most comprehensive resource for quality medical care. We are “big enough to care for you, and small enough to care about you”. We are locally managed and governed as a not-for-profit healthcare facility, serving the counties of Erie, Ottawa, Sandusky, and Huron, covering a regional service area with over 300,000 residents.

Our mission is to provide excellent healthcare, promote community wellness, and improve the lives we serve.

Our Core ACE Values:
Attitude:
We choose to be positive and inclusive every day. Commitment:
We are committed to exceed the expectations of those we serve. Enthusiasm:
We will work passionately to make a difference.

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.

• 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…