IT Service Desk Manager — 24/7 Support Lead

Alaska Native Tribal Health Consortium (ANTHC); Anchorage (AK); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Paid Time Off

Tuition Discounts

On-Site Training Courses

On-Site Child Care

Job summary

Alaska Native Tribal Health Consortium (ANTHC) is seeking an IT Service Desk Manager to lead a 15-person desktop and phone support team in a 24x7 operations center. You will drive incident management, escalation, and performance improvements across HIT services.

Provide guidance on training, coaching, and staffing while aligning with ANTHC policies. The role requires strong customer service, HIPAA awareness, and BI tool experience in a healthcare IT environment.

Qualifications

• Bachelor's degree in a related IT field is required or equivalent experience.
• Five years in a customer support IT environment with supervision preferred.
• Experience with BI tools and data dashboards is expected.

Responsibilities

• Manages the daily function of a 15-person IT desktop and phone support team for incident management.
• Oversees task prioritization, staff assignments, and escalation procedures to resolve issues.
• Analyzes recurring incidents to improve training and prevent recurrence.
• Acts as primary technical point of contact for IT service support and escalation.
• Develops coaching, performance metrics, and staff evaluations to raise service levels.

Skills

Service desk operations

Microsoft BI

Tableau

SQL databases

LMS systems

Customer service

HIPAA knowledge

Incident management

Team leadership

Education

Bachelor's degree in Computer Science / MIS / IT / Information Systems or related field

Tools

Power BI

Tableau

SQL

LMS

Job description

Alaska Native Tribal Health Consortium (ANTHC) is seeking an IT Service Desk Manager to lead a 15-person desktop and phone support team in a 24x7 operations center. You will drive incident management, escalation, and performance improvements across HIT services.

Provide guidance on training, coaching, and staffing while aligning with ANTHC policies. The role requires strong customer service, HIPAA awareness, and BI tool experience in a healthcare IT environment.