Service Desk Manager

Job Type: 
Louisville, KY 40207

The Service Desk Manager is responsible for aligning IT service delivery with the organization’s business objectives; achieving SLA and budget goals; evaluating vendors and technical solutions for organizational fitness; recruiting, training, and evaluating IT support staff; and cultivating and growing the organization’s IT knowledgebase, support solutions, and technical best practices. This is a new and emerging role within the Encore IT team and will be primarily responsible for cultivating a de novo support team in transitioning away from incumbent MSP support.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

  • Develop and maintain training manuals, updating and distributing as needed
  • Responsible for the hiring, training, and continual improvement of service desk staff
  • Coordinate competency and performance reviews of service desk staff
  • Establish and enforce service level agreements in consultation with end users and business stakeholders to establish problem resolution expectations and timeframes
  • Analyze performance of service desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Oversee acquisition, prep, and provisioning of IT assets alongside maintenance of IT asset management policies
  • Evaluate and recommend technical solutions and vendors for organizational fitness (e.g. RMM, PSA, etc.)
  • Maintain schedules (including on-call rotation), create rollup reports for management based upon call and ticket statistics
  • Conduct regular data and metric analysis to ensure continual process improvement across the organization
  • Conduct regular financial and cost-benefit analysis of service desk performance
  • Ensure KPIs are met and exceeded – both individually and as a team
  • Serve as a point of escalation on an as-needed basis to resolve high profile issues (i.e. be where the support buck stops)
  • Operate as the owner of the Encore support knowledgebase, documenting dept best practices, common resolution paths, and other organizational information as needed
  • Maintain confidentiality of all information; abiding by HIPAA and PHI guidelines at all times
  • React positively to change and perform other duties as assigned


  • Exceptional customer service focus
  • Solid relationship management and performance management skills
  • Strong understanding of the organization’s goals and objectives
  • Exceptional written and oral communication skills
  • Ability to communicate effectively with employees at all levels of the organization
  • Positive attitude and willingness to improve and ask for help when needed
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Strong documentation skills
  • Ability to conduct research into a wide range of computing issues as required
  • Ability to research, process, and leverage new information quickly and effectively
  • Ability to present ideas in user-friendly language to non-technical staff and end users
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience working in a leadership role in a team-oriented, collaborative environment




  • 5+ years of industry knowledge and experience
  • Bachelor’s Degree in Computer Science, Information Technology, Business Administration, or related field required
  • Proven ability to improve IT service delivery across multiple KPIs (resolution time, customer satisfaction, cost reduction, etc.)
  • Exceptional leadership skills and customer service background
  • Must be self-motivated and able to work individually with little supervision
  • Previous management or supervisory role of 3 or more years required
  • Experience sourcing and recommending vendors, technical solutions, and software systems
  • Experience establishing departmental budgets and cost controls
  • Experience managing ticketing systems, creating reports, and presenting information to executive leadership


  • Masters degree preferred
  • Experience successfully working with and leveraging IT Managed Service Providers
  • Experience building de novo support teams
  • 8+ years of experience supporting healthcare organizations in roles of increasing responsibility
  • 5+ years of managing support personnel and/or IT staff
  • Previous healthcare/HIPAA experience
  • Experience working with cross-functional teams in decentralized environments


Predominantly “Sedentary Work” as defined by the Dictionary of Occupational Title (DOT). Lifting 10 pounds maximum and occasionally lifting and/or carrying such articles as files, ledgers and small equipment. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required only occasionally and other sedentary criteria are met.

These essential functions described here are representative of those an employee encounters while performing the basic functions of a Service Desk Manager. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions.


Contact Employer

Director of IT

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Job ID #68506