> Markdown version of [/jobs/ext/1408074-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/1408074-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** The Gulf - **Location:** Houston, TX, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** JIRA, Health Informatics, Business Software, Continuous Availability, Disaster Recovery, Information Technology Operations, Laboratory Information Management Systems, System Availability, Information Technology, Tools for Reporting, GXP, Servicenow - **Published:** July 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=03b12b1d88b782eb ## About the Role * 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 ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Blueprints for Success: Steering a Global Data & AI Architecture](https://www.wearedevelopers.com/videos/1577-blueprints-for-success-steering-a-global-data-ai-architecture) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs)