Senior Service Desk Operations Leader

Deercreekseniorliving; Salt Lake City (UT); On-site; USD 100,000 - 160,000; Full time

Job summary

The Pennant Group, Inc. is seeking a Senior Service Desk Manager – Operations to lead day-to-day service desk performance, governance, and continuous improvement across IT support teams in a healthcare services environment.

You will drive operational maturity, align services with business goals, and mentor service desk leaders to foster accountability, collaboration, and customer-focused incident resolution.

Qualifications

• Seven or more years of progressive IT operations or support leadership experience.
• Three or more years of leadership experience managing support operations, service delivery functions, or technical teams.
• Strong understanding of ITSM principles and ITIL Foundation preferred.

Responsibilities

• Lead day-to-day operationaleffectiveness of the Service Desk organization.
• Oversee operational performance, service quality, process governance, and workforce accountability.
• Drive continual service improvement initiatives to enhance efficiency, maturity, and user experience.
• Establish accountability for service levels, project commitments, and departmental initiatives.
• Collaborate across teams to remove barriers and ensure alignment with organizational goals.

Skills

IT Operations Leadership

ITSM Principles

ITIL Foundation

Strategic Planning

Stakeholder Communication

Education

Bachelor’s degree in Information Technology, Business Administration, Management

Job description

The Pennant Group, Inc. is seeking a Senior Service Desk Manager – Operations to lead day-to-day service desk performance, governance, and continuous improvement across IT support teams in a healthcare services environment.

You will drive operational maturity, align services with business goals, and mentor service desk leaders to foster accountability, collaboration, and customer-focused incident resolution.