Help Desk Manager

🔥 17 hours ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $102k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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North American Partners in Anesthesia

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

📦 Logistics

🏥 Healthcare

Insurance • Logistics • Healthcare

North American Partners in Anesthesia (NAPA) is a clinician-led organization that is redefining healthcare through exceptional anesthesia and perioperative management services. Founded in 1986, NAPA has grown to serve over 3 million patients annually in more than 500 healthcare facilities across the United States. The organization emphasizes high-quality care through innovative leadership development and customer service training, focusing on optimizing results for patients, surgeons, and healthcare administrators. NAPA stands out in the industry with its evidence-based practices, enhancing operational efficiency, safety, and patient satisfaction.

📋 Description

• Lead, supervise, and develop the Service Desk team through coaching, guidance, performance feedback, and accountability • Oversee daily Service Desk operations, including staffing, workload distribution, ticket queues, priorities, and escalations • Use ServiceNow to manage and monitor incidents and service requests • Monitor Service Desk SLAs and KPIs, including response times, resolution times, ticket backlog, aging, and service quality • Address tickets approaching SLA thresholds and ensure appropriate escalation • Develop and maintain ServiceNow dashboards and reports • Provide regular reporting to IT leadership on Service Desk performance, trends, and improvement areas • Monitor Service Desk calls and customer interactions using Zoom Contact Center • Serve as a primary escalation point for dissatisfied users and sensitive support situations • Coach personnel on communication, professionalism, customer service, de-escalation, and issue ownership • Ensure adherence to standard operating procedures, documentation requirements, escalation processes, and information security policies • Oversee IT activities for employee onboarding and offboarding • Coordinate with Infrastructure, Security, Applications, and other IT teams to resolve issues • Maintain and improve procedures, knowledge-base articles, support documentation, and standard operating procedures • Identify opportunities for automation, self-service, process improvement, and increased efficiency • Train and coach personnel on technical, customer service, procedural, and security practices

🎯 Requirements

• Minimum of 5 years of hands-on ServiceNow experience in a Service Desk or IT support environment • Demonstrated experience using ServiceNow for incident management, service requests, queue management, SLA monitoring, dashboards, and operational reporting • Previous experience leading, supervising, or managing a Help Desk, Service Desk, or IT support team • Experience supporting and operating within a Microsoft 365 enterprise environment • Working knowledge of Microsoft 365 services and enterprise end-user support, including Microsoft Entra ID (Azure AD), Exchange Online, Microsoft Teams, Outlook, OneDrive, and SharePoint Online • Understanding of Microsoft 365 identity, authentication, account provisioning, licensing, access, and common end-user support issues • Excellent customer service, communication, and interpersonal skills, with demonstrated experience handling escalated or challenging customer situations • Ability to remain professional and effective when managing high-priority, sensitive, or dissatisfied-user escalations • Strong conflict-resolution, de-escalation, and problem-solving skills • Experience managing and reporting Service Desk SLAs, KPIs, and quality metrics • Strong understanding of IT Service Management, incident management, service request management, prioritization, and escalation processes • Experience analyzing Service Desk data and identifying opportunities to improve performance and service quality • Experience developing and presenting operational performance reporting to IT leadership • Familiarity with IT security policies, access controls, and employee onboarding/offboarding procedures • Strong leadership, coaching, organizational, and team-development skills • Ability to hold team members accountable for performance, ticket quality, procedures, and customer service expectations • Strong written and verbal communication skills • Ability to manage multiple priorities in a fast-paced enterprise support environment

🏖️ Benefits

• Paid Time Off • Health, life, vision, dental, disability, and AD&D insurance • Flexible Spending Accounts/Health Savings Accounts • 401(k) • Leadership and professional development opportunities

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