Service Desk Manager

Join a healthcare organization as an IT Service Desk Manager in a hybrid role overseeing a seven-person support team (Tier 1 through
3) responsible for providing remote technical assistance to 55 clinics and nursing facilities across seven states. Based in Vancouver, WA, this position requires onsite presence weekly on Wednesdays, with more frequent onsite time expected during the first few weeks. This is primarily a leadership-focused role where approximately 90% of your time will be spent managing people, ensuring healthy ticket flow, preventing backlog, and serving as a point of escalation.

The environment is lower-tech than a hospital setting, with support centered on desktops, laptops, tablets, and general user issues rather than medical devices or EMR systems.

This is an excellent opportunity for an experienced IT manager who wants to focus primarily on leadership and team development rather than hands‑on technical work. You'll have the autonomy to stabilize and improve Jira‑based service desk operations that have struggled to meet client expectations, giving you the chance to make a real impact on service delivery. The role offers the perfect balance for someone who enjoys coaching, mentoring, and developing team members while managing workflows and building relationships across departments.

You'll coordinate project‑related tasks, maintain departmental relationships, and help foster professional development within your team. The hybrid schedule provides flexibility with only one required onsite day per week after the initial onboarding period. While the team maintains an on‑call rotation, the manager is generally not included except in rare coverage situations, allowing for better work‑life balance. This is an ideal position for someone who thrives in a people‑focused management role and wants to build a high‑performing support team.

• 10 years of previous IT experience
• Minimum 2 years of IT management experience
• Experience managing a service desk or IT support team
• Proven ability to manage Tier 1 through Tier 3 support staff
• Strong experience with ticketing systems, queue management, and reporting dashboards
• Excellent written and verbal communication skills
• Strong face‑to‑face and telephone communication skills
• Ability to manage multiple varied workloads in a high‑stress environment
• Detail‑oriented with strong organizational skills
• Ability to foster relationships and mentor team members
• Ability to identify trends and weaknesses in support operations
• Experience managing support teams handling remote, phone/Teams‑based support across multiple locations
• Comfortable working in a lower‑tech environment focused on desktops, laptops, and tablets
• Must be local to Vancouver, WA area
• Comfortable with hybrid schedule (onsite Wednesdays)

• Bachelor's degree
• ITIL certification or other IT‑related certifications
• Experience with Jira, Ivanti, or comparable ticketing systems
• Experience with 8x8 cloud VOIP systems
• Microsoft 365 administration knowledge
• Experience improving or stabilizing struggling service desk operations
• Healthcare IT environment experience
• Multi‑location support experience
• Knowledge of and interest in emerging technologies
• Experience coordinating with other departments on projects
• Previous experience managing service desk dashboards and reporting

• 90% Leadership and Management (team oversight, coaching, relationship building)
• 10% Technical and Administrative (ticketing system management, reporting, escalations)

• 50% Team Management (performance oversight, coaching, workload balancing, mentoring)
• 25% Process and Operations (ticket flow management, backlog prevention, trend analysis)
• 15% Cross‑Functional Collaboration (departmental relationships, project coordination)
• 10% Administrative and Technical (reporting, escalations, system management)

• Oversee performance of seven‑person support team across Tier 1 through Tier 3 levels
• Coach employees and provide ongoing feedback and development
• Perform annual performance reviews
• Balance workloads between team members to ensure efficiency
• Mentor…