Sr. Service Desk Manager

The Pennant Group; Eagle (ID); Hybrid; USD 90,000 - 130,000; Full time

Job summary

The Pennant Group is seeking a Senior Service Desk Manager – Operations in Eagle, ID to lead day-to-day Service Desk effectiveness and drive continuous improvement. You will oversee performance, service quality, governance, and accountability, ensuring alignment with organizational goals and user experience.

This role requires senior IT operations experience and strong leadership across multiple teams. Join a company that values CAPLICO principles and empowers local leaders to deliver

Qualifications

• Bachelor’s degree in IT, business, management or related field, or equivalent mix.
• 7+ years progressive IT operations or IT leadership experience.
• 3+ years leadership in support operations or technical teams.
• Experience managing operational performance with metrics and reporting.
• Experience in governance and continual service improvement initiatives.
• Strong ITSM understanding; ITIL Foundation certified 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 develop mitigation strategies.
• Strong facilitation and leadership in meetings.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong coaching and mentoring abilities.

Responsibilities

• Lead day-to-day operational effectiveness of the Service Desk.
• Oversee performance, service quality, governance and improvement initiatives.
• Align Service Desk with goals, standards, and user experience targets.
• Monitor service delivery and address operational challenges proactively.
• Drive efficiency, scalability and consistency across support functions.
• Develop and maintain operational standards for high-quality service.
• Establish accountability for goals, SLAs, projects and initiatives.
• Lead regular reviews on performance and customer satisfaction.
• Collaborate with leaders to remove barriers and improve execution.
• Support tools, automation and governance to improve effectiveness.
• Foster ownership, collaboration and continuous improvement across teams.
• Coach Service Desk leaders in planning, prioritization and execution.

Skills

IT Operations Leadership

IT Service Management

Metrics & Reporting

Leadership Skills

Communication Skills

Education

Bachelor's degree or equivalent

Job description

## Sr. Service Desk ManagerApplylocations: Eagle, Idaho: Salt Lake City, Utah: Nashville, Tennessee: Hartford, Connecticuttime type: Full timeposted on: Posted 3 Days Agojob requisition id: JR63529**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 escalate 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**:**C**ustomer Second **A**ccountability **P**assion for Learning **L**ove One Another **I**ntelligent Risk Taking **C**elebrate **O**wnershipBy 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.