Service Desk Manager

The Manager, Service Desk (IT Operations & End-User Support) leads the delivery of reliable, secure, and highly responsive IT support services across a regulated blood manufacturing environment. This role is critical to ensuring uninterrupted operations supporting donor centers, laboratory systems, manufacturing systems, and patient-care-critical technologies., Service Desk Leadership & Operations (35%)

• Lead and oversee Tier 1-2 service desk operations supporting clinical, laboratory, and corporate users.
• Ensure consistent, high-quality end-user support across all locations and functions.
• Manage support coverage to meet the needs of a 24/7 operational environment.

Service Delivery & ITIL Process Management (30%)

• Establish and manage SLAs and OLAs aligned with regulatory expectations and patient safety requirements.
• Drive ITIL-based processes, including Incident, Problem, and Request Management.
• Monitor service desk performance metrics and KPIs to ensure service effectiveness and efficiency.
• Identify trends and implement improvements to reduce recurring issues and enhance user experience.

Operational Support & System Availability (15%)

• Ensure continuous availability of IT support for critical systems, including:
• Laboratory Information Systems (LIS)
• Donor Management Systems
• Manufacturing Systems
• ERP and Business Applications
• Lead coordination and escalation for major incidents impacting business operations.
• Support disaster recovery processes and operational continuity efforts.

Compliance & Regulatory Alignment (10%)

• Partner with Quality, Compliance, and Regulatory teams to ensure adherence to FDA, AABB, HIPAA, and GxP standards.
• Ensure service desk processes align with audit and validation requirements.
• Maintain accurate documentation and support audit readiness.

Team Leadership & Vendor Management (10%)

• Develop, coach, and mentor a high-performing team of analysts and specialists.
• Foster a customer-focused, service-oriented culture.
• Manage vendor relationships for outsourced support services and service desk tools.
• Monitor vendor performance against agreed SLAs., * Comply with all organizational policies and standards, including safety rules, and be willing to report actual and potential violations to the appropriate supervisor or manager.

• Bachelor’s degree in Information Technology, Healthcare Informatics, or related field required
• Master’s degree preferred

Experience

• 7-10+ years of experience in IT support, service desk, or IT operations
• 3+ years of leadership experience managing service desk or support teams
• Experience in healthcare, life sciences, blood banking, or regulated manufacturing required
• Strong knowledge of ITIL frameworks (certification preferred)
• Experience working in validated systems and audit environments

We prefer:

• Experience supporting 24/7 operations in a mission-critical environment
• Familiarity with ITSM platforms (e.g., ServiceNow, Ivanti, Jira Service Management)
• Experience with service desk analytics and reporting tools

Working Conditions & Physical Demands:

• Work Environment: Hybrid (combination of in-office and remote work)
• Physical Requirements: Ability to sit or stand for extended periods
• Travel: Occasional travel for site support or vendor engagements
• Schedule: Standard business hours (Monday-Friday) with after-hours availability to support a 24/7 operational environment

Since 1975, Gulf Coast Blood has been one of the nation’s largest community blood centers, serving 170 hospitals across 26 counties. Headquartered in Houston, we support the world’s largest medical complex-the Texas Medical Center-while operating 18 donor centers and hosting more than 7,000 mobile blood drives each year. As an FDA-accredited nonprofit, we provide high-quality human cellular material for both scientific and therapeutic use.