Remote Help Desk Manager: ServiceNow & IT Support Lead

NAPA Anesthesia; Florida; Remote; USD 102,000 - 140,000; Full time

Benefits offered by this job

Health, life, vision, dental, and AD&D

401(k) and retirement planning

Paid time off

Professional development

Job summary

North American Partners in Anesthesia (NAPA) is seeking a remote Help Desk Manager to lead the Service Desk, oversee incidents, and drive performance metrics across the team. You will manage ServiceNow operations, SLA adherence, and customer interactions to ensure high-quality IT support within a large enterprise environment.

The role requires 5+ years hands-on ServiceNow experience, strong Microsoft 365 expertise, and proven leadership.

Qualifications

• Minimum of 5 years of hands-on ServiceNow experience in a Service Desk or IT support environment.
• Experience leading, supervising, or managing a Help Desk, Service Desk, or IT support team.
• Experience supporting and operating within a Microsoft 365 enterprise environment.
• Understanding of Microsoft 365 identity, authentication, account provisioning, licensing, access, and common end-user support issues.
• Excellent customer service, communication, and interpersonal skills, with demonstrated experience handling escalated or challenging customer situations.

Responsibilities

• Lead, supervise, and develop the Service Desk team, providing coaching, guidance, performance feedback, and accountability.
• Oversee daily Service Desk operations, including staffing, workload distribution, ticket queues, priorities, and escalations.
• Utilize ServiceNow to manage incidents and service requests, ensuring tickets are documented, categorized, prioritized, assigned, escalated, and resolved.
• Monitor Service Desk SLAs and KPIs, including response/resolution times, backlog, aging, and service quality.
• Develop and maintain ServiceNow dashboards and reports for visibility into performance and trends.
• Provide regular reporting to IT leadership on KPIs, SLAs, quality metrics, trends, and areas for improvement.
• Monitor calls and customer interactions using Zoom Contact Center to evaluate service quality and coaching needs.
• Serve as primary escalation point for dissatisfied users and sensitive issues; ensure professional resolution.
• Assist with onboarding/offboarding, access provisioning, licensing, and equipment requests.
• Coordinate with Infrastructure, Security, Applications, and other IT teams to ensure timely issue resolution.
• Maintain and improve Service Desk procedures, knowledge-base articles, and SOPs; seek automation opportunities.

Skills

Leadership and coaching

Customer service

Communication

Conflict resolution

Problem solving

SLA management

Ticket prioritization

Team development

Accountability

Operational reporting

Tools

ServiceNow

Zoom Contact Center

Job description

North American Partners in Anesthesia (NAPA) is seeking a remote Help Desk Manager to lead the Service Desk, oversee incidents, and drive performance metrics across the team. You will manage ServiceNow operations, SLA adherence, and customer interactions to ensure high-quality IT support within a large enterprise environment.

The role requires 5+ years hands-on ServiceNow experience, strong Microsoft 365 expertise, and proven leadership.