Service Desk Manager

Immanuel; Omaha (NE); On-site; USD 70,000 - 90,000; Full time

Job summary

Immanuel is seeking a Service Desk Manager to lead the IT Service Desk at their Omaha location. This role combines technical expertise with leadership responsibilities, ensuring exceptional support and service stability. The ideal candidate will have a background in IT management, strong problem-solving skills, and a commitment to fostering a collaborative team environment.

Benefits

Medical, dental, vision insurance

401K with employer match

Paid Time Off from day one

Education Assistance Program

Qualifications

• Five years of experience in IT support required.
• Two years of experience in a leadership role required.
• Proven experience managing change control processes.

Responsibilities

• Lead and manage a team of Service Desk professionals.
• Oversee incident and change management processes.
• Ensure high-quality IT support and service stability.

Skills

Technical skills in Windows/Mac OS

Active Directory

Office 365

Network troubleshooting

Education

Bachelor’s degree in Information Technology, Computer Science or a related field

Tools

ServiceNow

Jira

Job description

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Are you a Service Desk Manager looking to work for an amazing organization by serving others and connecting with your co-workers?

Immanuel Communities is seeking a Service Desk Manager to work at Immanuel Home Office located at 1044 North 115th Street, Omaha, NE 68154.

Pay will be based upon experience, certifications, skills and education.

Best in Class Benefits can be found at Immanuel:

• HEALTH: Medical, dental, vision, Health Savings Account (HSA), and Flexible Spending Account (FSA)
• LIFE INSURANCE: Employer Paid Life Insurance
• TIME OFF: Paid Time Off - accruing from day one of employment, Floating Holidays, Paid Holidays, 8 hours of Volunteer Time Off per year
• RETIREMENT: 401K with employer match
• WELLNESS: Wellness Program and Employee Assistance Program
• GROWTH AND DEVELOPMENT: Advancement opportunities (as appropriate) – we look to grow from within our organization, Education Assistance Program – we invest up to $5,250 per year for education assistance paid up front
• Plus many more benefits!
  
  

Job Duties & Skills Required

What You Will Do

The overall purpose of this job is to lead our IT Service Desk and oversee incident and change management processes. This is a working manager’s role, combining hands-on technical expertise with leadership responsibilities. The ideal candidate will be a proactive problem solver who can ensure the Service Desk team delivers exceptional support while maintaining IT service stability through effective incident and change management. Supports and lives out Immanuel’s Mission and CHRIST Promises.

Key Areas

Key Responsibilities And Duties Of The Job

Service Desk Management

• Lead, mentor, and manage a team of Service Desk professionals to provide high-quality IT support.
• Serve as an escalation point for complex technical issues and actively resolve high-priority incidents.
• Oversee the Service Desk ticketing system, ensuring tickets are prioritized, assigned, and resolved in a timely manner.
• Develop and maintain performance metrics, reports, and dashboards to track the team's success.
• Drive continuous improvement by analyzing trends and implementing solutions to enhance efficiency and user satisfaction.
  
  

Change Control Management

• Manage and oversee the organization's change control process to ensure IT changes are reviewed, approved, and implemented with minimal risk.
• Collaborate with stakeholders to assess the impact, risk, and scope of proposed changes.
• Chair Change Advisory Board (CAB) meetings and ensure adherence to ITIL best practices.
• Maintain detailed documentation of all changes, approvals, and related communications.
• Develop and enforce policies and procedures for effective change control governance.
  
  

Leadership & Strategy

• Partner with other IT leaders to align Service Desk objectives with broader organizational goals.
• Act as a liaison between technical teams and business units, ensuring clear communication and understanding of priorities.
• Lead by example, fostering a collaborative, inclusive, and service-oriented culture within the team.
• Identify training and development opportunities for team members to build skills and career growth.
• Provides leadership to direct reports including setting performance targets, monitoring performance, coaching performance and hiring responsibilities.
  
  

Technical Expertise

• Stay updated on emerging technologies and trends to recommend and implement innovative solutions.
• Participate in hands-on support activities, including troubleshooting, software installations, and hardware deployments.
• Ensure the team adheres to security policies and practices, proactively mitigating risks.
  
  

Other

• Performs other duties as assigned or requested.
  
  

Skills & Requirements

Education-

• Bachelor’s degree in Information Technology, Computer Science or a related field is required.
• Equivalent years of experience may substitute for education requirement.
  
  

Experience-

• Five (5) years of experience in IT support or related experience is required.
• Two (2) years of experience in a leadership role.
• Equivalent years of education may substitute for experience requirement.
  
  

Other Requirements –

• Proven experience managing change control processes and familiarity with ITIL frameworks.
• Strong technical skills in areas such as Windows/Mac OS, Active Directory, Office 365, and network troubleshooting.
• ITIL Foundation Certification or equivalent experience preferred.
• Experience with ServiceNow, Jira, or similar ITSM tools preferred.
• Familiarity with project management methodologies (e.g., Agile, Scrum) preferred.
  
  

Immanuel

At Immanuel, we believe that our success is built on the collective strength of our people. Here’s why you’ll thrive as part of our team:

• Meaningful work: You won’t just have a job; you will have a purpose. Our Mission impacts the lives of our residents/participants and their families, one another, and our community.
• Growth Opportunities: We invest in your development. Whether it’s mentorship, training, or advancement, we’re committed to your growth.
• Inclusive Culture: We celebrate uniqueness and foster an environment where everyone feels valued.
• Work-Life Harmony: We believe in allowing you to thrive by leveraging your passion. Achieve your best work while maintaining a healthy work-life harmony.
• Total Rewards: A focus on feedback and recognition, competitive compensation, a robust benefits package, and perks beyond the basics.
• Intentional Experience: We are very intentional about your employee experience, from Day One Orientation to how we onboard new managers and invest in quarterly and annual leadership training.
  
  

Join us at Immanuel and be a part of something extraordinary. Your journey starts here.

• Immanuel is an Equal Opportunity Employer and participates in E-Verify.
• A background check and drug screen will be required prior to hire.
• Applicants must be currently authorized to work in the United States on a full-time basis.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitals and Health Care

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