Service Desk Manager Job Listing at Emerus Holdings Inc. in Houston, TX (Job ID 2025-20326)

Description

The IT Service Desk Manager will lead a growing team of IT professionals across the US to provide exceptional IT support and drive standardization across the company. The manager must be able create metrics on how the team is performing and identify any areas of improvement. The development of strategies to enhance support, reduce resolution time, and user satisfaction are some of the KPI that need to be measured. This role involves frequent interaction with joint venture CEOs and other key stakeholders.

• Associate's degree in Computer Information Systems, Computer Science, or equivalent technical work experience or certifications required.
• Ability to communicate with various customers and senior management. Provide feedback and report on performance improvement.
• Basic understanding networking, Active directory, IT service lifecycle, device configuration.
• 5+ years' experience in application, technical support, desktop, helpdesk, or systems administration in an enterprise environment
• 5+ years of proven leadership in managing helpdesk.  
• Proven working experience in customer service roles.
• Ability to think strategically and to lead a mostly remote team.
• Customer service orientation

Preferred Qualifications

• Knowledge of ITIL practices
• Customer service and/or healthcare experience preferred.
• Basic understanding Azure admin center, networking

• Lead, motivate and cultivate the company's Desktop Administrators.  
• Ensure service team metrics meet KPI's and SLAs while upholding highest level of customer service and satisfaction.
• Regularly interact with CEO's/ CNO's and other key stakeholders, providing updates on IT initiatives, addressing concerns, and aligning IT operations with business objectives.
• Work collaboratively with the IT deployment team for new hospital builds and other IT deployments.
• Implement standardization initiatives across all IT operations to improve efficiency, security, and consistency.
• Explore scalable and cost-effective Helpdesk call center models.
• Optimize the ticketing system.
• Handle escalation for all services ticket issues.
• Ensure service desk projects are completed on time with desired quality standards.
• Maintain reports for desktop hardware and software.
• Create reports to review with the CIO and other IT leads.

• Maintain confidentiality and security standards and policies for the organization.
• Attend staff meetings or other company sponsored or mandated meetings as required.
• Ability to work off-hours.
• Travel periodically to hospital sites across the country for projects deployments and in person meetings.