Service Desk Manager - Lead IT Support & SLAs

American Anesthesiology of Tennessee, P.C.; United States; Remote; USD 102,000 - 140,000; Full time

Benefits offered by this job

Paid Time Off

Health insurance

Vision insurance

Dental insurance

Disability insurance

AD&D insurance

401(k)

Leadership development

Job summary

North American Partners in Anesthesia (NAPA) is seeking a Service Desk Manager to lead a high-performing team in Sunrise, Florida. You will oversee daily operations, coach staff, and ensure incident management and service requests are handled efficiently using ServiceNow.

You will monitor SLAs/KPIs, develop dashboards, and report to IT leadership on trends and improvements. Strong Microsoft 365 experience and customer service skills are essential for success.

Qualifications

• Minimum of 5 years of hands-on ServiceNow experience in a Service Desk or IT support environment.
• Demonstrated experience using ServiceNow for incident management, service requests, queue management, SLA monitoring, dashboards, and operational reporting.
• Previous experience leading, supervising, or managing a Help Desk, Service Desk, or IT support team.
• Experience supporting and operating within a Microsoft 365 enterprise environment.
• Strong 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 and monitor incidents and service requests, ensuring tickets are properly documented, categorized, prioritized, assigned, escalated, and resolved.
• Monitor Service Desk SLAs and KPIs, including response times, resolution times, ticket backlog, aging, and service quality.
• Proactively address tickets approaching SLA thresholds and ensure appropriate escalation when necessary.
• Develop and maintain ServiceNow dashboards and reports to provide visibility into Service Desk performance and trends.
• Provide regular reporting to IT leadership on Service Desk KPIs, SLAs, quality metrics, trends, and areas requiring improvement.
• Monitor Service Desk calls and customer interactions using Zoom Contact Center to evaluate service quality and identify coaching and training opportunities.
• Serve as a primary escalation point for dissatisfied users, sensitive support situations, and service-related concerns, ensuring issues are handled professionally and brought to an appropriate resolution.
• Coach Service Desk personnel on communication, professionalism, customer service, de-escalation, and effective issue ownership.
• Ensure the Service Desk follows established standard operating procedures, documentation requirements, escalation processes, and information security policies.
• Assist with and oversee IT activities associated with employee onboarding and offboarding, ensuring accounts, access, equipment, licensing, and related requests are completed accurately and on schedule.
• Coordinate with Infrastructure, Security, Applications, and other IT teams to facilitate timely issue resolution.
• Maintain and improve Service Desk procedures, knowledge-base articles, support documentation, and standard operating procedures. Identify opportunities for automation, self-service, process improvement, and increased Service Desk efficiency
• Train and coach Service Desk personnel to maintain the technical, customer service, and procedural knowledge required for their roles. Ensure appropriate security practices are followed, including identity verification, access management, data handling, and escalation of potential security incidents.

Skills

ServiceNow

Leadership

Incident management

SLA monitoring

Dashboards

Reporting

Customer service

De-escalation

IT security policies

Tools

ServiceNow

Zoom Contact Center

Microsoft 365

Azure AD / Microsoft Entra ID

Exchange Online

Teams

SharePoint Online

Job description

North American Partners in Anesthesia (NAPA) is seeking a Service Desk Manager to lead a high-performing team in Sunrise, Florida. You will oversee daily operations, coach staff, and ensure incident management and service requests are handled efficiently using ServiceNow.

You will monitor SLAs/KPIs, develop dashboards, and report to IT leadership on trends and improvements. Strong Microsoft 365 experience and customer service skills are essential for success.