Sr. Service Desk Manager

Deercreekseniorliving; Eagle (ID); On-site; USD 90,000 - 120,000; Full time

Job summary

The Pennant Group, Inc. is seeking a Senior Service Desk Manager – Operations to lead day-to-day operational effectiveness of the Service Desk. This role oversees performance, service quality, governance, and continuous improvement to ensure efficient, consistent support and strong user experience.

Responsibilities include driving strategic execution, establishing accountability, and leading cross-functional teams. Strong ITSM background and leadership skills are essential for success.

Qualifications

• Bachelor’s degree in IT, business administration, management, or related field.
• 7+ years of progressive IT operations or support leadership experience.
• 3+ years of leadership experience managing support operations or technical teams.
• Experience managing operational performance through metrics, reporting, and accountability practices.
• Experience developing support processes, governance, and continual improvement initiatives.
• Strong understanding of IT Service Management (ITSM) principles; ITIL Foundation preferred.

Responsibilities

• Drive operational consistency across Service Desk functions and support teams.
• Monitor service delivery performance and address operational challenges impacting user experience.
• Lead efforts to improve efficiency, effectiveness, and scalability across support functions.
• Develop and maintain operational standards that support high-quality service delivery.
• Establish accountability for goals, service levels, and initiatives; facilitate reviews.
• Identify operational risks and escalate concerns.
• Lead continual service improvement initiatives and standardize procedures.
• Coach and mentor Service Desk leaders in planning, prioritization, and execution.
• Facilitate collaboration to remove barriers and improve execution of departmental objectives.

Skills

Leadership experience

Analytical thinking

Communication skills

Prioritization

Education

Bachelor’s degree in IT / Business / Management

Tools

ITIL Foundation certification

Job description

WHO WE ARE

At Pennant, our culture is our competitive advantage. We are a collection of independent, locally led healthcare companies united by a shared purpose and the CAPLICO values—Celebration, Accountability, Passion, Love, Intelligence, Customer Second, and Ownership. We believe great results come from empowered leaders, strong relationships, and people who take ownership of their work.

JOB SUMMARY

The Senior Service Desk Manager – Operations is responsible for leading the day-to-day operational effectiveness of the Service Desk organization. This position oversees operational performance, service quality, process governance, workforce accountability, and continuous improvement initiatives to ensure support services are delivered efficiently and consistently. This role serves as a key leader in ensuring the Service Desk operates at a high level of efficiency while continually improving user experience, operational maturity, and business alignment.

JOB DUTIES

Strategic Execution & Operational Leadership

Drive operational consistency across Service Desk functions and support teams. Ensure Service Desk operations are aligned with organizational goals, service expectations, and established standards. Monitor service delivery performance and proactively address operational challenges impacting user experience. Lead operational efforts to improve efficiency, effectiveness, and scalability across support functions. Develop and maintain operational standards that support high-quality service delivery.

Metrics, Reporting & Accountability

Establish and maintain accountability for operational goals, service levels, project commitments, and departmental initiatives. Facilitate recurring operational reviews focused on performance, service quality, customer satisfaction, productivity, and organizational priorities. Ensure leaders and teams have clear ownership of initiatives, action items, and operational objectives. Identify operational risks and escalte concerns that may impact service delivery or organizational performance.

Continuous Improvement & Service Excellence

Analyze operational workflows and identify opportunities to improve efficiency, quality, and user satisfaction. Lead continual service improvement initiatives designed to enhance Service Desk performance and maturity. Partner with Service Desk leadership to standardize procedures and improve consistency across teams. Support implementation of tools, automation opportunities, and operational enhancements that improve service effectiveness.

Leadership & Team Development

Coach and mentor Service Desk leaders in operational planning, prioritization, accountability, and execution. Foster a culture of ownership, collaboration, customer service, and continuous improvement. Promote consistent operational expectations and leadership practices across the organization. Encourage proactive communication, follow-through, and accountability at all levels of the Service Desk.

Service Management & Governance

Facilitate operational reviews, service assessments, and improvement planning activities. Participate in major incident reviews, trend analysis, and service improvement initiatives when appropriate. Facilitate collaboration between teams to remove barriers and improve execution of departmental objectives.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description.

QUALIFICATIONS

• Bachelor’s degree in Information Technology, Business Administration, Management, or a related field, or equivalent combination of education and experience.
• Seven (7) or more years of progressive IT operations or support leadership experience.
• Three (3) or more years of leadership experience managing support operations, service delivery functions, or technical teams.
• Demonstrated experience managing operational performance through metrics, reporting, and accountability practices.
• Experience developing support processes, operational governance, and continual improvement initiatives.
• Strong understanding of IT Service Management (ITSM) principles and support operations.
• ITIL Foundation certification or equivalent preferred.
• Excellent organizational, planning, and prioritization skills.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving capabilities.
• Ability to identify risks and proactively develop mitigation strategies.
• Strong facilitation and meeting leadership skills.
• Ability to manage multiple competing priorities in a fast-paced environment.
• Strong coaching and mentoring skills with the ability to improve the quality of operational planning and execution.

The employer for this position is stated in the job posting. The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets. More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.

Pennant Group is one of the most dynamic and progressive companies in the rapidly expanding senior living, home health, hospice, and home care industries. Affiliates of Pennant now operate more than 250 senior living, home health, hospice, and home care operations across 16 states and we are growing! These operations have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the “Service Center,” a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual agencies. More information about Pennant is available at https://pennantgroup.com/.

Something else that sets us apart from other companies is the quality of our most valuable resources – our people! We are dedicated to living out our culture as defined by our core values, CAPLICO: Customer Second Accountability Passion for Learning Love One Another Intelligent Risk Taking Celebrate Ownership By incorporating these principles at all levels of our organization, our employees feel valued and excited about their impact on our service center team members and operational partners. Our culture fosters excellence both personally and professionally and promotes development that leads to continued success.

We are an equal opportunity employer committed to ensuring that all conditions and privileges of employment, including recruitment, hiring, evaluation, transfer, promotion, discipline, determination of compensation and/or benefits, and termination of employment, for all job classifications, are based on qualifications and work record. No employment decision is made, nor do we discriminate, on the basis of race, color, religion, creed, sex/pregnancy, sexual orientation, gender identity, gender expression, age, national origin, ancestry, citizenship, veteran status, or disability.