Help Desk Manager (Remote)

NAPA Management Services Corporation; United States; Remote; USD 102,000 - 140,000; Full time

Benefits offered by this job

Paid Time Off

Health, life, vision, dental, and AD&D

Flexible Spending Accounts/Health SAV

401(k)

Leadership and professionaldevelopment

Job summary

North American Partners in Anesthesia (NAPA) is seeking a Help Desk Manager to lead and develop the Service Desk team in Sunrise, FL. You will oversee daily operations, manage incidents in ServiceNow, and drive improvements to meet SLAs and KPIs while maintaining strong customer service and security practices.

You will coordinate onboarding/offboarding activities, collaborate with Infrastructure and Security teams, and guide staff in issue ownership and professional communication.

Qualifications

• 5+ years of hands-on ServiceNow experience in a Service Desk or IT support environment.

Responsibilities

• Lead, supervise, and develop the Service Desk team with coaching and accountability.
• Oversee daily Service Desk operations including staffing, workload, queues, priorities, and escalations.
• Utilize ServiceNow to manage incidents and service requests with proper documentation and prioritization.
• Monitor SLAs and KPIs, including response and resolution times, backlog, aging, and quality.
• Develop ServiceNow dashboards and reports; provide regular KPI reporting to IT leadership.
• Monitor calls and interactions via Zoom Contact Center to assess service quality and coaching opportunities.
• Serve as primary escalation point for dissatisfied users and sensitive issues, ensuring professional resolution.
• Coach staff on communication, professionalism, and de-escalation; ensure SOP adherence and security policies.
• Oversee onboarding/offboarding IT activities, account provisioning, access, and equipment requests.
• Coordinate with Infrastructure, Security, and Applications teams for timely resolutions.
• Maintain and improve support docs, knowledge bases, and SOPs.
• Identify automation and self-service opportunities to boost efficiency.
• Train staff to uphold technical, customer service, and procedural knowledge.

Skills

Leadership

Communication

Coaching

IT Support

Tools

ServiceNow

Microsoft 365

Job description

Sunrise,FL - USA Position Requirements

PRIMARY RESPONSIBILITIES

Lead, supervise, and develop the Service Desk team, providing coaching, guidance, performance feedback, and accountability. Oversee daily Service Desk operations, including staffing, workload distribution, ticket queues, priorities, and escalations. Utilize ServiceNow to manage and monitor incidents and service requests, ensuring tickets are properly documented, categorized, prioritized, assigned, escalated, and resolved. Monitor Service Desk SLAs and KPIs, including response times, resolution times, ticket backlog, aging, and service quality. Proactively address tickets approaching SLA thresholds and ensure appropriate escalation when necessary. Develop and maintain ServiceNow dashboards and reports to provide visibility into Service Desk performance and trends. Provide regular reporting to IT leadership on Service Desk KPIs, SLAs, quality metrics, trends, and areas requiring improvement. Monitor Service Desk calls and customer interactions using Zoom Contact Center to evaluate service quality and identify coaching and training opportunities. Serve as a primary escalation point for dissatisfied users, sensitive support situations, and service-related concerns, ensuring issues are handled professionally and brought to an appropriate resolution. Coach Service Desk personnel on communication, professionalism, customer service, de-escalation, and effective issue ownership. Ensure the Service Desk follows established standard operating procedures, documentation requirements, escalation processes, and information security policies. Assist with and oversee IT activities associated with employee onboarding and offboarding, ensuring accounts, access, equipment, licensing, and related requests are completed accurately and on schedule. Coordinate with Infrastructure, Security, Applications, and other IT teams to facilitate timely issue resolution. Maintain and improve Service Desk procedures, knowledge-base articles, support documentation, and standard operating procedures. Identify opportunities for automation, self-service, process improvement, and increased Service Desk efficiency Train and coach Service Desk personnel to maintain the technical, customer service, and procedural knowledge required for their roles. Ensure appropriate security practices are followed, including identity verification, access management, data handling, and escalation of potential security incidents.

REQUIRED QUALIFICATIONS

Minimum of 5 years of hands-on ServiceNow experience in a Service Desk or IT support environment. Demonstrated experience using ServiceNow for incident management, service requests, queue management, SLA monitoring, dashboards, and operational reporting. Previous experience leading, supervising, or managing a Help Desk, Service Desk, or IT support team. Experience supporting and operating within a Microsoft 365 enterprise environment. Working knowledge of Microsoft 365 services and enterprise end-user support, including Microsoft Entra ID (Azure AD), Exchange Online, Microsoft Teams, Outlook, OneDrive, and SharePoint Online. Understanding of Microsoft 365 identity, authentication, account provisioning, licensing, access, and common end-user support issues. Excellent customer service, communication, and interpersonal skills, with demonstrated experience handling escalated or challenging customer situations. Ability to remain professional and effectively manage sensitive user escalations. Strong conflict-resolution, de-escalation, and problem-solving skills. Experience managing and reporting Service Desk SLAs, KPIs, and quality metrics. Strong understanding of IT Service Management, incident management, service request management, prioritization, and escalation processes. Experience analyzing Service Desk data and identifying opportunities to improve performance and service quality. Experience developing and presenting operational performance reporting to IT leadership. Familiarity with IT security policies, access controls, and employee onboarding/offboarding procedures. Strong leadership, coaching, organizational, and team-development skills. Ability to hold team members accountable for performance, ticket quality, procedures, and customer service expectations. Strong written and verbal communication skills. Ability to manage multiple priorities in a fast-paced enterprise support environment.

TOTAL REWARDS

North American Partners in Anesthesia (NAPA) offers excellent salary, benefits and paid time off. Salary: $102,000 - $140,000 annually Generous benefits package, including:

• Paid Time Off
• Health, life, vision, dental, disability, and AD&D insurance
• Flexible Spending Accounts/Health Savings Accounts
• 401(k)
• Leadership and professional development opportunities

The Help Desk Manager leads and oversees the day-to-day operations of the Service Desk team. This role is responsible for ensuring consistent, high-quality technical support while maintaining established service levels, operational procedures, security policies, and customer service standards. The Help Desk Manager supervises and develops Service Desk personnel, oversees ServiceNow operations, monitors customer interactions, manages SLA and KPI performance, and drives continuous improvement. This position also serves as a key escalation point for customer service issues and requires excellent communication, interpersonal, and problem-resolution skills. The position plays an important role in employee onboarding and offboarding and in ensuring Service Desk activities comply with established IT procedures and security requirements. This role requires a minimum of 5 years of hands-on ServiceNow experience, experience supporting a Microsoft 365 enterprise environment, and demonstrated experience managing a high-performing IT support function.

EEO Statement North American Partners in Anesthesia is an equal opportunity employer. North American Partners in Anesthesia (NAPA) has evolved through more than 30 years to become a leader in anesthesia and perioperative services. Single specialty and clinician led, we remain committed to our mission of delivering exceptional patient experiences, every day. At NAPA, we cultivate leaders, promote work-life balance, and celebrate diversity. We know your success promotes our success, and we give you the tools and programs to achieve your goals. With flexibility, a collegial and collaborative environment, a wide range of market-leading benefits, and career opportunities from coast-to-coast, your future is waiting at NAPA.