Manager IT Service Desk

Manager, IT Service Desk

ERC Pathlight is an innovative, rapidly growing clinical leader in the behavioral health sector. Founded in 2008 by pre-eminent psychiatrists and psychologists in the eating disorder space, ERC Pathlight now treats over 6,000 patients per year, operates more than 30 facilities in 7 states and delivers tele-healthcare to patients nationally. We offer the most comprehensive treatment program in the country for patients who struggle with eating disorders, mood and anxiety and trauma-related disorders.

The Manager, IT Service Desk is responsible for planning, designing, and analyzing the organization's service desk according to ITIL best practices, with the goal of delivering highly responsive and exceptional customer service. The Manager leads the Service Desk team in the delivery of daily support of all teammate technology needs across the organization. The Manager hires, evaluates, and develops the IT Service Desk team. This person performs service desk operations, as well as supervises other members of the IT support team, delivering IT support to staff to meet internal SLAs. The Manager is responsible for all external Service Desk relationships with vendors, including the support provided by our managed service partner of Tier 1 Service Desk support.

Essential Duties and Responsibilities:

• Service Desk Operations Management: Manage day-to-day operations, ensure adequate staffing, monitor performance metrics, identify areas for improvement, and implement strategies to enhance service quality and efficiency. This spans our ERC IT team, key stakeholder departments (Facilities, Business Office, Finance, HR, etc.) and our strategic partnerships with providers like Insight.
• Incident Management: Manage the processing, prioritization, and proper resolution of incoming tickets to the Service Desk via telephone, email, chat, and web. Escalate within the team or collaborate with other IT teams and stakeholders to identify root causes of recurring issues and implement preventive measures.
• Asset Management & Delivery: Partners with the VP, Systems Engineers, Administrators and the PMO to assess, recommend and manage all teammate IT assets across the organization. This includes but is not limited to laptops, peripherals (monitors, keyboards, mice), docking stations, in-room AV solutions, and printers. Responsible for all teammate asset deployment using inventory management tools, and partners with Engineers to manage all laptop images and provisioning. Develop annual teammate computing asset budgets, multiyear forecasting, and manage innovative solutions such as inventory management with vendors.
• Team Leadership and Development: Hire, train, mentor, and lead a team of service desk technicians, fostering a positive and collaborative work environment. Conduct regular performance evaluations, provide constructive feedback, and develop a career roadmap for service desk staff to include training needs deemed necessary to enhance team members' skills and knowledge. Promote a customer-centric culture within the service desk team, emphasizing responsiveness, professionalism, and empathy in all interactions.
• Continuous Improvement: Proactively work with VP to research and identify process improvement strategies to enhance service delivery through SLA development, problem resolution, solution deliveries, and recommend creative ways to deliver IT services to ERC staff. Stay up to date with healthcare IT trends and advancements to recommend innovative solutions and improvements.

Must Haves:

• 5+ years of experience managing an IT Service Desk supporting 2,000+ teammates with 24/7/365 coverage, demonstrating excellent leadership and team management skills.
• 7+ years of experience working in diverse IT Service Desk environments providing exceptional customer service, with the ability to handle difficult situations with professionalism and empathy.
• Advanced system knowledge of ITSM ticketing system (Freshservice preferred.)
• Broad technology experience in a corporate healthcare environment
• Proven Vendor Management experience

Bonus Qualities:

• Bachelors Degree
• ITIL Certification
• ServiceNow Certification

How we invest in you:

Every role at ERC Pathlight is essential to delivering the high-quality care we promise to our patients. This means that from day one, we're here to support your role by offering ongoing training and continuing education opportunities, as well as support to achieve internal growth.

What we offer:

Healthy organizations value the mental wellness of their teams, and we understand that the professionals who work for us are not immune to their own mental health conditions. In the same way we observe and guide our patients, we take the same consideration for our employees when building our benefits packages and healthcare offerings. We offer competitive pay, comprehensive benefit plans, Generous Paid Time Off, 401(K) with company match and tuition reimbursement.

Compensation for the Manager IT Service Desk position is $115,000- $128,000 based upon candidate experience and market expectations.