Service Desk Manager - IT Ops Service Management

Alaska Native Tribal Health Consortium (ANTHC); Anchorage (AK); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Paid Time Off

Tuition Discounts

On-Site Training Courses

On-Site Child Care

Job summary

Alaska Native Tribal Health Consortium (ANTHC) is seeking an IT Service Desk Manager to lead a 15-person desktop and phone support team in a 24x7 operations center. You will drive incident management, escalation, and performance improvements across HIT services.

Provide guidance on training, coaching, and staffing while aligning with ANTHC policies. The role requires strong customer service, HIPAA awareness, and BI tool experience in a healthcare IT environment.

Qualifications

• Bachelor's degree in a related IT field is required or equivalent experience.
• Five years in a customer support IT environment with supervision preferred.
• Experience with BI tools and data dashboards is expected.

Responsibilities

• Manages the daily function of a 15-person IT desktop and phone support team for incident management.
• Oversees task prioritization, staff assignments, and escalation procedures to resolve issues.
• Analyzes recurring incidents to improve training and prevent recurrence.
• Acts as primary technical point of contact for IT service support and escalation.
• Develops coaching, performance metrics, and staff evaluations to raise service levels.

Skills

Service desk operations

Microsoft BI

Tableau

SQL databases

LMS systems

Customer service

HIPAA knowledge

Incident management

Team leadership

Education

Bachelor's degree in Computer Science / MIS / IT / Information Systems or related field

Tools

Power BI

Tableau

SQL

LMS

Job description

The Alaska Native Tribal Health Consortium is a non-profit Tribal health organization designed to meet the unique health needs of Alaska Native and American Indian people living in Alaska. In partnership with the more than 171,000 Alaska Native and American Indian people that we serve and the Tribal health organizations of the Alaska Tribal Health System, ANTHC provides world-class health services, which include comprehensive medical services at the Alaska Native Medical Center, wellness programs, disease research and prevention, rural provider training and rural water and sanitation systems construction.

ANTHC is the largest, most comprehensive Tribal health organization in the United States, and Alaska’s second-largest health employer with more than 3,100 employees offering an array of health services to people around the nation’s largest state.

Our vision: Alaska Native people are the healthiest people in the world.

ANTHC offers a competitive and comprehensive Benefits Package for all Benefit Eligible Employees, which includes:

• Medical Insurance provided through the Federal Employee Health Benefits Program as a Tribal Employee, with over 20 plans and tiers.
• Cost-Share Dental and Vision Insurances
• Discounted Pet Insurance
• Retirement Contributions with Pre-Tax or Roth options into a 403(b).
• 401(a) ANTHC Retirement Plan: After one year of employment, ANTHC will begin making matching contributions of up to 5% of your eligible pay, based on your own contributions. In addition, you may be eligible for an annual discretionary contribution of up to 3% from the employer.
• Paid Time Off starts immediately, earning up to 6 hours per pay period, with paid time off accruals increasing based on years of service.
• Eleven Paid Holidays
• Paid Parental Leave or miscarriage/stillbirth eligibility after six months of employment
• Basic Short/Long Term Disability premiums, Accidental Death and Dismemberment (AD&D) Insurance, and Basic Life Insurance are covered 100% by ANTHC, with additional options for Short-Term Disability Buy-Up Coverage and Voluntary Life for yourself and your family members.
• Flexible Spending Accounts for Healthcare and Dependent Care.
• Ancillary Cash Benefits for accident, hospital indemnity, and critical illness.
• On-Site Child Care Facility with expert-designed classrooms for early child development and preschool.
• Employee Assistance Program with support for grief, financial counseling, mental/emotional health, and discounted legal advice.
• Tuition Discounts for you and your eligible dependents at Alaska Pacific University.
• On-Site Training Courses and Professional Development Opportunities.
• License and certification reimbursements and occupational insurance for medical staff.
• Emergency Travel Assistance
• Education Assistance or Education leave eligibility
• Discount program for travel, gym memberships, amusement parks, and more.

Visit us online at www.anthc.org or contact Recruitment directly at [e-mail].

Alaska Native Tribal Health Consortium has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to P.L. 93-638 Indian Self Determination Act.

Summary

Under limited supervision, manages the daily operations of a 24x7/365 service triage team. Ensures high quality customer support is completed in a timely manner and in compliance with HIT policies, standards, and guidelines.

Responsibilities

Manages the daily function of a 15-person IT desktop and phone support teams for incident management, including task prioritization, staff assignments, and escalation procedures, ensuring efficient handling of client issues.

C ontinuously analyzes recurring incidents, unusual patterns, and potential risks that could impact the quality of HIT services provided to ANTHC, making adjustments as necessary.

R eview daily agent call logs to evaluate technical accuracy and assess improvements to the team’s formal technical training to ensure continual remediation of technical gaps.

Serve as the primary technical point of contact for the IT service support team, providing guidance and assistance with all IT-related issues. Stay up to date with all IT systems in the environment to serve as an escalation point, technical lead, and mentor for the IT support team.

Documents and escalates issues to the appropriate personnel when needed, striving for optimal service levels. Collaborates closely with department contacts to strengthen customer relations and improve technical support services. Follows up with clients who have expressed dissatisfaction to resolve issues and enhance customer satisfaction.

Provides guidance, supervision and leadership to desktop and phone support staff. Motivates, and empowers team members by delegating tasks and fostering innovation while holding them accountable for their performance. Responsible for managing work assignments, setting performance expectations, and overseeing staff evaluations. Establishes objectives in collaboration with employees, assigns projects, and creates staff training initiatives. Provides ongoing coaching, feedback, and implements corrective actions as required.

U sing the online learning management system (LMS), create weekly training quizzes and educational guides from actual IT tickets, incidents and telephony call logs to further improve the technical support knowledge and skills of the technical support team.

S upports the integration of new end-user technologies and manages ANTHC’s physical and virtual desktop environments. This includes overseeing the planning, deployment, and replacement of PCs, laptops, printers, and terminals, ensuring that hardware and software inventories remain adequately stocked. Works with the IT Operations leadership team to develop and implement customer service strategies that enhance cost-efficiency and the reliability of HIT resources. Standardizes procedures to ensure timely issue resolution and maintains an up-to-date understanding of HIT’s products and services. Establishes and reviews coaching methods and processes to ensure that desktop and phone support staff consistently meet customer service standards. Supports the department's objectives by contributing to the planning and execution of strategies, ensuring system availability, and maintaining service level agreements. Develops performance indicators to monitor customer service effectiveness and reports ongoing issues to leadership. Manages the weekly reporting of service support progress by using Power BI, Tableau or SQL or other Business Intelligence tools to automate the evaluation of the service desk efforts and support trends.

P erforms other duties as assigned.

KNOWLEDGE and SKILLS

• I n-depth knowledge of service desk operations, performance metrics, and goal-setting.
• M icrosoft BI, Tableau or SQL databases.
• H ands-on knowledge of any LMS system to configure online technical training.
• A +, Network+, Security+ or any Microsoft certifications to be a technical point of contact.
• S trong customer service expertise and familiarity with best practices.
• U nderstanding of confidentiality laws, including HIPAA regulations.
• P roficiency in troubleshooting both hardware and software-related issues.
• F amiliarity with MS Office suite, Windows and macOS operating systems, and various other software applications.
• E xpertise in incident, problem, and change management processes.
• A bility to track and assess service performance and related metrics.
• E xceptional verbal and written communication skills.
• S killed in managing customer relationships effectively.
• C apable of organizing and prioritizing multiple tasks with a high attention to detail.
• C ompetent in leading, training, and guiding staff while delegating tasks effectively.
• A dept at establishing and maintaining positive working relationships with colleagues.
• P roficient in using a personal computer and a variety of software programs.

MINIMUM EDUCATION QUALIFICATION

A Bachelor’s degree in Computer Science, MIS, Information Technology, Information Systems or related field. Progressively responsible professional IT technical work-related experience, education, or training may be substituted on a year-for-year basis for college education.

mInimum Experience Qualification

Non-supervisory - Five (5) years’ experience in a customer support environment in an information technology venue, which should include two (2) years involving employee supervision. An equivalent combination of relevant IT education and/or IT training may be substituted for IT experience.

Preferred Experience Qualification

Supervisory experience in an information technology venue preferred.

a Dditional Requirements

May be exposed to hazardous materials, sharp objects, and infectious diseases.

W ork is performed in a standard office environment and in a study clinic setting.