IT Service Desk Manager - Onsite Leadership & ITIL

UMC Health System; Richmond (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

UMC Health System seeks an IT Service Desk leader to oversee daily operations, ensure high-quality support, and drive improvements across ITSM processes. You will manage staff, monitor SLAs, and coordinate with technical teams to resolve incidents and requests.

The role requires ITSM/ITIL expertise, strong leadership, and a track record in service delivery within a healthcare environment. On-site work at a Virginia location is expected.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Healthcare Informatics, or related field preferred.
• Minimum of five (5) years of progressively responsible experience in IT support, Service Desk operations, or IT service management.
• Minimum of two (2) years of supervisory or leadership experience.
• ITIL Foundation certification required within twelve (12) months of hire; other IT certifications preferred.

Responsibilities

• Provides leadership and oversight for daily IT Service Desk operations, ensuring delivery of high-quality technical support services.
• Supervises Service Desk personnel, including staffing, scheduling, onboarding, coaching, performance management, and development.
• Ensures incidents, service requests, and inquiries are documented, prioritized, assigned, resolved, or escalated per procedures.
• Monitors workload, queue health, ticket aging, and SLA performance to identify risks and drive improvements.
• Uses metrics and real-time data to identify trends, mitigate SLA risks, and improve Service Desk performance.
• Develops and distributes reports and dashboards on Service Desk operations and SLAs.
• Serves as escalation point and coordinates with technical teams for timely resolution.
• Supports ITSM governance, processes, standards, and CAB, Incident, Problem, and Service Reviews.

Skills

ITSM

ITIL

Leadership

Staff management

Service delivery

Change management

Reporting

Education

Bachelor’s degree in IT or related field

IT certifications (HDI/CompTIA/Microsoft) preferred

Job description

UMC Health System seeks an IT Service Desk leader to oversee daily operations, ensure high-quality support, and drive improvements across ITSM processes. You will manage staff, monitor SLAs, and coordinate with technical teams to resolve incidents and requests.

The role requires ITSM/ITIL expertise, strong leadership, and a track record in service delivery within a healthcare environment. On-site work at a Virginia location is expected.