Service Desk Manager - ServiceNow & SLA Leader

NAPA Management Services Corporation; United States; Remote; USD 102,000 - 140,000; Full time

Benefits offered by this job

Paid Time Off

Health, life, vision, dental, and AD&D

Flexible Spending Accounts/Health SAV

401(k)

Leadership and professionaldevelopment

Job summary

North American Partners in Anesthesia (NAPA) is seeking a Help Desk Manager to lead and develop the Service Desk team in Sunrise, FL. You will oversee daily operations, manage incidents in ServiceNow, and drive improvements to meet SLAs and KPIs while maintaining strong customer service and security practices.

You will coordinate onboarding/offboarding activities, collaborate with Infrastructure and Security teams, and guide staff in issue ownership and professional communication.

Qualifications

• 5+ years of hands-on ServiceNow experience in a Service Desk or IT support environment.

Responsibilities

• Lead, supervise, and develop the Service Desk team with coaching and accountability.
• Oversee daily Service Desk operations including staffing, workload, queues, priorities, and escalations.
• Utilize ServiceNow to manage incidents and service requests with proper documentation and prioritization.
• Monitor SLAs and KPIs, including response and resolution times, backlog, aging, and quality.
• Develop ServiceNow dashboards and reports; provide regular KPI reporting to IT leadership.
• Monitor calls and interactions via Zoom Contact Center to assess service quality and coaching opportunities.
• Serve as primary escalation point for dissatisfied users and sensitive issues, ensuring professional resolution.
• Coach staff on communication, professionalism, and de-escalation; ensure SOP adherence and security policies.
• Oversee onboarding/offboarding IT activities, account provisioning, access, and equipment requests.
• Coordinate with Infrastructure, Security, and Applications teams for timely resolutions.
• Maintain and improve support docs, knowledge bases, and SOPs.
• Identify automation and self-service opportunities to boost efficiency.
• Train staff to uphold technical, customer service, and procedural knowledge.

Skills

Leadership

Communication

Coaching

IT Support

Tools

ServiceNow

Microsoft 365

Job description

North American Partners in Anesthesia (NAPA) is seeking a Help Desk Manager to lead and develop the Service Desk team in Sunrise, FL. You will oversee daily operations, manage incidents in ServiceNow, and drive improvements to meet SLAs and KPIs while maintaining strong customer service and security practices.

You will coordinate onboarding/offboarding activities, collaborate with Infrastructure and Security teams, and guide staff in issue ownership and professional communication.