Manager, Service Desk

Job Description

Reporting to the Director, Application and End-user Support, the Manager, Service Desk will manage a team of Service Desk and System Support Analysts responsible to provide Digital Health customer support services to the organization. This experienced IT professional will be responsible for managing operational teams to support a two-site model with a focus on service quality and continued improvement. The Manager, Service Desk will manage day-to-day operations of the Service Desk and the organizational hardware environment to ensure laptops, PCs, and devices are performing optimally, ensuring high levels of availability, and will be responsible for incident and request management processes through the enterprise ITSM platform ServiceNow. Furthermore, they will maintain a current problem management knowledge base to ensure timely resolution of issues, including a thorough root cause analysis for all major incidents while ensuring they are clearly ide...