IT Service Manager (itsm)

Interim It Service Manager

A leading healthcare technology company is seeking an experienced interim IT Service Manager to lead its service desk team. This strategic role offers the opportunity to guide a high-performing group through a period of transition, drive operational improvements, and shape future support practices.

• Evaluate and optimize Freshdesk usage, especially queue setup and AI support features.

• Enhance client self-service capabilities using AI and data trend analysis.

• Lead and provide work direction to the service desk team.

• Act as a voice in incident response, including serving as incident commander when needed.

• Implement ITIL-aligned processes and best practices.

• Assess current support structure and recommend operational changes.

Requirements:

• Minimum of 5 years of experience as an IT Service Manager (ITSM).

• Expertise in Freshdesk or similar ITSM platforms, with the ability to set up queues, automations, and reporting.

• Strong knowledge of ITSM tools, and service desk management.

• Demonstrated ability to manage hybrid teams and adapt to fast-paced environments.

• Expertise in analyzing trends and implementing process improvements.

• Ability to analyze support trends and translate data into actionable improvements.

• Comfortable with ambiguity and shaping evolving roles and structures.

• Familiarity with SaaS environments and healthcare industry standards.

• Excellent communication skills and ability to engage with stakeholders effectively.

• Availability to work onsite in 2–3 days per week.