IT Service Desk Manager: Lead, Improve SLAs & Support

UMC Health System; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Resilience program

On-Site Professional Counselors (EAP)

Retirement Benefits w/Employer Match

PTO & Extended Illness Medical, Dental

Job summary

UMC Health System seeks an IT Service Desk leader to direct daily operations, staffing, and performance metrics. You will oversee incidents, requests, and escalations, ensuring timely support across ITSM channels and adherence to SLA targets.

The role emphasizes ITIL governance, change coordination, and collaboration with IT leadership to improve service quality and user satisfaction.

Qualifications

• Bachelor’s degree or equivalent in a related field is preferred.
• 5+ years in IT support or Service Desk with progressive responsibility.
• 2+ years in supervisory or leadership roles.
• Experience with SLA management and ITSM processes.
• ITIL Foundation certification or equivalent preferred.

Responsibilities

• Provide leadership for daily IT Service Desk operations and staff.
• Monitor service levels, prioritization, and ticket aging per procedures.
• Develop reports, dashboards, and performance metrics for service delivery.
• Act as escalation point and coordinate with technical teams for resolution.
• Promote ITIL practices and support governance of changes and incidents.

Skills

Leadership

ITIL knowledge

Communication skills

Analytical thinking

Staff development

Education

Bachelor's degree in Information Technology, Business Administration, Healthcare Informatics, or related field preferred.

Equivalent combination of education and experience may be considered.

Minimum of five (5) years of progressively responsible IT support/Service Desk experience.

Minimum of two (2) years of supervisory or leadership experience.

Experience managing SLA, service level performance and customer service teams.

Tools

ITSM platforms

Reporting tools

Performance dashboards

Job description

UMC Health System seeks an IT Service Desk leader to direct daily operations, staffing, and performance metrics. You will oversee incidents, requests, and escalations, ensuring timely support across ITSM channels and adherence to SLA targets.

The role emphasizes ITIL governance, change coordination, and collaboration with IT leadership to improve service quality and user satisfaction.