IT Service Desk Manager — 24/7 Support & Team Leadership

Goduke; Durham, Northern (NC, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Duke Health is seeking an IT Service Desk Manager to lead a team of analysts supporting the Duke Health System. The role reports to the IT Director of DHTS Service Desk Teams and ensures effective service delivery and liaison with management and customer representatives.

The successful candidate will provide technical leadership, manage day-to-day operations, and align service initiatives with Duke Health goals. On-call rotation is required.

Qualifications

• BA/BS degree or equivalent relevant training or experience.
• 3–4 years of progressive technical experience and 2–4 years of project management/team leadership/supervisory experience.
• Preferred: Health profession and/or Duke experience.

Responsibilities

• Manage projects and tasks for a team of analysts in support of the above role.
• Provide technical and strategic leadership to the team.
• Work with the management team to develop a strategic vision.
• Manage the day-to-day operational staff activities and assignments as well as all Customer Support functions and personnel.
• Monitor staff progress, report status and metrics.
• Evaluate requests for service, prioritize and assign resources to maximize customer satisfaction.
• Participate in project planning efforts related to Duke Health initiatives and budget management.
• Participate in personnel management functions including hiring, terminations, evaluations and disciplinary action.
• Train, coach, and mentor Service Desk Analysts and other staff.
• Participate in Crisis Management and 24/7 on-call rotation.

Skills

Project management

Team leadership

Customer support

ITIL

Crisis management

On-call rotation

Education

BA/BS degree or equivalent training

Tools

ServiceNow

Job description

Duke Health is seeking an IT Service Desk Manager to lead a team of analysts supporting the Duke Health System. The role reports to the IT Director of DHTS Service Desk Teams and ensures effective service delivery and liaison with management and customer representatives.

The successful candidate will provide technical leadership, manage day-to-day operations, and align service initiatives with Duke Health goals. On-call rotation is required.