Service Desk Manager

Convenientmd - Portsmouth, NH

Full-time - Mid Level

Hybrid - Portsmouth, NH

Hospitals

About the position

The Service Desk Manager at ConvenientMD is responsible for leading IT support operations for employees and locations, ensuring efficient service desk functionality, and providing both on-site and remote support for IT assets. This role involves collaboration with IT leadership to enhance systems and processes, manage a team, and ensure compliance with service level agreements (SLAs).

Responsibilities

• Manage and mentor the Service Desk team.
• Collaborate with IT leadership to improve and create services.
• Set and implement strategies, processes, and procedures to enhance Service Desk performance.
• Ensure appropriate coverage for the Service Desk.
• Monitor SLA compliance and other performance metrics.
• Provide in-person and remote Tier 1 end user support and Tier 2 & 3 escalation support using remote support tools.
• Maintain and update a Knowledge Base and Service Catalog.
• Oversee asset inventory and account creation for IT-supported applications.
• Define onboarding and offboarding processes with departmental leads.
• Manage IT system deployment and testing for clinics and corporate offices.
• Coordinate with vendors for procurement and delivery of IT systems.
• Deploy IT assets to both corporate and clinic locations as needed.
• Participate in Change Control processes.
• Advocate for and support cybersecurity practices.
• Handle other duties as assigned.

Requirements

• Bachelor's degree in a related field or 7+ years of relevant experience.
• Experience managing a Service Desk ticketing system.
• ITIL experience or certification.
• Technical certifications such as CompTIA A+, Cisco CCNA, Apple, or Microsoft are a plus.
• Strong attention to detail and excellent time-management skills.
• Outstanding oral and written communication skills, adaptable to various audiences.
• Ability to manage multiple tasks and projects with minimal supervision.
• Experience supporting Windows based PCs, both software and hardware.
• Experience managing and supporting productivity tools such as M365, Office apps, MS Teams, and Adobe.

Nice-to-haves

• Project management experience is a bonus.
• Experience working in healthcare or other regulated environments is preferred.

Benefits

• Collaborative team environment that encourages professional growth.
• Urgent care services at no cost to team members and their families.
• Extensive benefit offerings including health, dental, and vision coverage.
• Company paid short-term disability and optional pet insurance.
• 401k match after one year of service.
• Access to Primary Care (depending on location).
• Educational Alliance with Purdue University Global and reduced tuition rates for team members and their families.
• Employer rewards and access to discounts on services and products such as hotels, travel, entertainment, restaurants, and more.