Service Desk Manager

Aledade; Bethesda (MD); Remote; USD 80,000 - 110,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Manager, where you will lead a dynamic team dedicated to enhancing IT support operations. This role offers the chance to implement innovative service desk processes, ensuring top-notch user satisfaction while fostering a culture of excellence and continuous improvement. Collaborate with cross-functional teams and manage vendor relationships to deliver high-quality support. Enjoy a flexible work environment with a comprehensive benefits package, including generous time off, health insurance, and a commitment to diversity and inclusion. If you're passionate about making a difference in healthcare, this opportunity is for you.

Benefits

Flexible work schedules

Health, dental, and vision insurance

21 days of PTO

Two paid volunteer days

11 paid holidays

12 weeks paid parental leave

Six weeks paid sabbatical

401(k) with up to 4% match

Stock options

Qualifications

• 8+ years in IT support roles with 5+ years in Service Desk management.
• Experience in managing a team of 10+ and vendor relationships.

Responsibilities

• Oversee daily operations of the service desk, ensuring effective support.
• Lead and mentor a team, enhancing service delivery through performance metrics.

Skills

Team Management

Service Desk Operations

Vendor Management

Documentation Skills

Communication Skills

Time Management

ITIL Framework

Zendesk Proficiency

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Tools

Zendesk

Job description

Req#: 5fd6e1b8-e96b-4c56-8613-3036e7f1e9ff

The Service Desk Manager oversees and enhances the daily support operations, leading a team of 10+ direct reports, with the opportunity to significantly impact the development of our rapidly expanding company's IT support structure.


Primary Duties
• Manage the day-to-day operations of the service desk, ensuring efficient and effective support for all users across multiple locations; act as an escalation point for complex issues, ensuring timely resolution and minimal disruption to business operations
• Lead, mentor, and develop a team of 10+ direct reports, fostering a culture of excellence and continuous improvement; analyze service desk performance metrics, generate reports, and identify areas for improvement to enhance service delivery.
• Implement and optimize service desk processes and workflows to enhance user satisfaction and streamline issue resolution; develop and maintain documentation, including SOPs and knowledge base articles, to facilitate efficient problem-solving.
• Collaborate with cross-functional teams to ensure seamless integration of IT services and solutions.
• Oversee vendor relationships and manage service level agreements to ensure high-quality support and cost-effectiveness.
Minimum Qualifications
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 8+ years of experience in Information Technology support roles.
• 5+ years of experience in Service Desk management.; demonstrated experience in managing a team of at least 5-10 direct reports.
• 5+ years of experience in vendor management.
Preferred KSA's
• Proven track record of implementing service desk improvements resulting in enhanced user experience; extensive experience in crafting diverse forms of documentation (SOPs, slides, graphs, charts, etc.)
• Excellent communication skills with the ability to interact effectively with stakeholders at all levels, both verbally and in writing.
• Experience and proficiency in working within the Zendesk management ticketing system; ability to customize reports and utilize Zendesk functionalities for efficient tracking of Service Level Agreements (SLAs).
• Excellent time management and organizational skills, adept at tracking tasks and managing projects; meticulous attention to detail and ability to remain composed under high-stress situations.
• Willingness and ability to oversee full life-cycle staff management, including implementing PIPs and other disciplinary actions when necessary; willingness and capability to cover gaps in staffing due to absences.
• Familiarity with the ITIL framework.
Physical Requirements
• Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
• Availability for on-call duties 24x7 as necessary



Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners

Robust time-off plan (21 days of PTO in your first year)

Two paid volunteer days and 11 paid holidays

12 weeks paid parental leave for all new parents

Six weeks paid sabbatical after six years of service

Educational Assistant Program and Clinical Employee Reimbursement Program

401(k) with up to 4% match

Stock options

And much more!

At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

Privacy Policy: By applying for this job, you agree to Aledade's Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants

Aledade helps primary care doctors return to where they belong: quarterbacking their patients’ health care. At a time when it can be tough to provide high quality care to patients and stay independent, Aledade proves you don't have to choose. We pa...