Lead Recovery Team at Star Sleep & Wellness improving patient care and ensuring compliance with treatments. Develop recovery strategies and maintain effective communication with patients and team.
About the role
- IT Service Desk Manager leading IT Support Specialists at Daniels Health. Overseeing daily operations for global Service Desk to ensure exceptional technical support and user experience.
Responsibilities
- Lead and mentor the Service Desk team, fostering a culture of collaboration, accountability, and continuous improvement.
- Oversee daily Service Desk operations, ensuring timely, accurate, and high-quality support for end users.
- Manage IT asset and software lifecycle processes, including procurement, licensing compliance, and inventory control.
- Monitor and analyze service performance metrics (e.g., ticket resolution times, SLA adherence, customer satisfaction) to identify trends and implement process improvements.
- Develop and maintain vendor relationships, negotiating and managing service contracts to ensure cost-effectiveness and reliability.
- Collaborate with cross-functional teams to uphold security standards, regulatory compliance, and system availability.
- Drive service excellence initiatives, including knowledge base development, automation opportunities, and user experience enhancements.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (preferred)
- 10+ years of experience in enterprise IT support, including 7+ years in a leadership capacity
- Strong knowledge of ITSM tools (e.g., FreshService, ServiceNow)
- Experience with Microsoft 365, networking, and asset management systems
- Exceptional communication, leadership, and problem-solving skills
- ITIL Certification preferred
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
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