Service Desk Manager

Join to apply for the Service Desk Manager role at Motion Recruitment
.

Join a healthcare organization as an IT Service Desk Manager in a hybrid role overseeing a seven-person support team (Tier 1 through
3). The manager provides remote technical assistance to 55 clinics and nursing facilities across seven states, based in Vancouver, WA. The position requires onsite presence weekly on Wednesdays, with more frequent onsite time during the first few weeks. Approximately 90% of the manager’s time is 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.

Team Management

• Oversee a 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 staff to foster professional development.
• Coordinate resource availability across the team.
• Hire and train new staff members.
• Handle escalations from team members.
• Foster positive team culture and morale.
• Address situations where team members feel stuck or frustrated due to limited advancement opportunities.

Ticket And Queue Management

• Ensure tickets are handled in a timely, efficient, and thorough manner.
• Keep tickets moving and prevent backlog or stagnation.
• Monitor healthy ticket flow across the support team.
• Identify and react to ticket trends.
• Manage Jira-based service desk operations.
• Stabilize and improve service desk workflows to meet client expectations.
• Oversee queue management and reporting dashboards.

Reporting And Performance

• Report on tickets, workloads, and performance metrics.
• Manage service desk reporting and dashboards.
• Work with phone-system reporting (8x8) as needed.
• Track team productivity and service level metrics.
• Provide regular updates to IT Director on team performance.

Strategic Coordination

• Work with IT Director to prioritize tasks and meet organizational strategic initiatives.
• Coordinate with other managers in IT and other departments.
• Maintain relationships with other departments.
• Coordinate project-related tasks across teams.
• Ensure alignment between service desk operations and organizational goals.

Policies And Processes

• Develop processes and procedures for the service desk.
• Ensure position-based access is accurate and up to date.
• Identify weaknesses in current operations.
• Suggest and implement changes to improve service delivery.
• Standardize support workflows and best practices.

Administrative Duties

• Maintain hardware inventory.
• Manage software licenses and assignments.
• Oversee asset tracking and management.
• Handle administrative tasks as assigned.

Technical Support

• Serve as point of escalation for complex technical issues.
• Provide occasional coverage for on-call rotation in rare situations.
• Support remote technical assistance for 55 clinics and nursing facilities across seven states.
• Handle desktop, laptop, tablet, and general user support issues.
• Utilize Microsoft 365, Jira, and 8x8 systems as needed.

Working Environment

• Hybrid position based in Vancouver, WA.
• Onsite presence required weekly on Wednesdays.
• More frequent onsite presence expected during first few weeks.
• Ability to work flexible hours when required.
• Able to work under stress and handle multiple assignments.
• Work involves sitting, standing, walking, reaching, pulling, pushing, and grasping.

Required Skills & Experience

• 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…