IT Service Desk Lead, Operations & Improvement

Deercreekseniorliving; Eagle (ID); On-site; USD 90,000 - 120,000; Full time

Job summary

The Pennant Group, Inc. is seeking a Senior Service Desk Manager – Operations to lead day-to-day operational effectiveness of the Service Desk. This role oversees performance, service quality, governance, and continuous improvement to ensure efficient, consistent support and strong user experience.

Responsibilities include driving strategic execution, establishing accountability, and leading cross-functional teams. Strong ITSM background and leadership skills are essential for success.

Qualifications

• Bachelor’s degree in IT, business administration, management, or related field.
• 7+ years of progressive IT operations or support leadership experience.
• 3+ years of leadership experience managing support operations or technical teams.
• Experience managing operational performance through metrics, reporting, and accountability practices.
• Experience developing support processes, governance, and continual improvement initiatives.
• Strong understanding of IT Service Management (ITSM) principles; ITIL Foundation preferred.

Responsibilities

• Drive operational consistency across Service Desk functions and support teams.
• Monitor service delivery performance and address operational challenges impacting user experience.
• Lead efforts to improve efficiency, effectiveness, and scalability across support functions.
• Develop and maintain operational standards that support high-quality service delivery.
• Establish accountability for goals, service levels, and initiatives; facilitate reviews.
• Identify operational risks and escalate concerns.
• Lead continual service improvement initiatives and standardize procedures.
• Coach and mentor Service Desk leaders in planning, prioritization, and execution.
• Facilitate collaboration to remove barriers and improve execution of departmental objectives.

Skills

Leadership experience

Analytical thinking

Communication skills

Prioritization

Education

Bachelor’s degree in IT / Business / Management

Tools

ITIL Foundation certification

Job description

The Pennant Group, Inc. is seeking a Senior Service Desk Manager – Operations to lead day-to-day operational effectiveness of the Service Desk. This role oversees performance, service quality, governance, and continuous improvement to ensure efficient, consistent support and strong user experience.

Responsibilities include driving strategic execution, establishing accountability, and leading cross-functional teams. Strong ITSM background and leadership skills are essential for success.