IT Service Desk Manager

Experteer Overview In this role you lead the IT Service Desk to deliver high-availability, rapid issue resolution and a superior user experience. You drive modernization through automation and AI, scaling support while maintaining strong governance and customer focus. You’ll mentor a high-performing team, manage KPIs/SLAs, and collaborate withSecurity, Infrastructure and Engineering to align IT services with broader initiatives. This is an opportunity to shape intelligent support that directly enables clinical insight delivery and patient care. Compensation / Benefits * Lead and develop the Service Desk team to foster accountability, growth, and customer-centricity * Monitor KPIs and SLAs; drive continuous improvement using data * Serve as senior escalation point for complex issues and high-priority incidents * Identify and implement workflow automation (e.g., onboarding, password resets, provisioning) using ITSM tools * Evaluate/apply AI-driven solutions (IVAs, predictive sentiment analysis, AI-powered routing) to improve self-service and MTTR * Oversee Knowledge Base with AI-enhanced search and content optimization * Manage lifecycle of service requests/incidents with thorough documentation and quality resolution * Collaborate with Infrastructure, Security, and Engineering to align with IT initiatives * Oversee ITAM and procurement for end-user hardware/software Tasks * 5+ years in IT Support/Service Management * 2+ years in a management/lead role * Experience with ITSM platforms (ServiceNow, Jira Service Management, Zendesk) and automation tools * Experience or strong knowledge in deploying AI/ML tools in a support context * Strong communication and stakeholder management; ability to lead through change * Bachelor in IT or Computer Science or equivalent experience * ITIL certification highly preferred Key requirements * incentive compensation * restricted stock units * medical benefits

analysis, AI-powered routing) to improve self-service and MTTR * Oversee Knowledge Base with AI-enhanced search and content optimization * Manage lifecycle of service requests/incidents with thorough documentation and quality resolution * Collaborate with Infrastructure, Security, and Engineering to align with IT initiatives * Oversee ITAM and procurement for end-user hardware/software Tasks * 5+ years in IT Support/Service Management * 2+ years in a management/lead role * Experience with ITSM platforms (ServiceNow, Jira Service Management, Zendesk) and automation tools * Experience or strong knowledge in deploying AI/ML tools in a support context * Strong communication and stakeholder management; ability to lead through change * Bachelor in IT or Computer Science or equivalent experience * ITIL certification highly preferred Key requirements * incentive compensation * restricted stock units * medical benefits