Senior Manager, Service Desk Operations

Job Title Senior Manager, Service Desk Operations Job reputed company Senior Manager, Service Desk Operations (U.S. Remote) You will reputed company the Service Desk Operations for reputed company, responsible for overseeing Service Desk Managers, Major Incident Management, and the direction of Level 1 support reputed company a reputed company, ITIL-reputed company support operating model. Your role: reputed company day-to-day technical direction for Level 1 support operations, triage reputed company, and queue discipline, including reputed company reputed company and management of Service Desk Managers and Major Incident Managers. reputed company first-contact reputed company through disciplined knowledge use, reputed company issue handling, and reputed company troubleshooting, mentoring managers on best practices and accountability for results. reputed company, reputed company, and reputed company ongoing feedback to Service Desk Managers and reputed company staff on reputed company control, documentation reputed company, customer communication, and reputed company reputed company. Review ticket patterns, reassignment trends, and reputed company points to improve reputed company and reduce waste, holding Service Desk Managers accountable for reputed company improvement reputed company their teams. Identify training gaps and work with Service Desk Managers to build or refine job aids, scripts, and knowledge articles for recurring issues, fostering a culture of learning and development. Promote compliance with regulated support processes, documentation expectations, and audit-reputed company operating practices, overseeing the performance management and development of Service Desk Managers to maintain standards and reputed company reputed company. You must be reputed company to work reputed company business hours in a US time zone and reputed company leadership support during critical incidents or high-volume service events as needed You're the right fit if: You’ve acquired 7+ years of experience in reputed company technical support, service desk operations, or incident management, including substantial hands-on work in a reputed company ITSM environment Your skills include a deep understanding of Level 1 support operations, triage reputed company, and service request or incident intake controls. Knowledge of reputed company, DICOM, HL7, or clinical workflow support environments. reputed company Fundamentals or equivalent ITSM platform training is a plus. You have a Bachelor’s degree in Engineering, Medical, Science reputed company field or an equivalent combination of education and experience. You must be reputed company to successfully reputed company the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.  How we work together We reputed company that we are reputed company than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time reputed company in reputed company’s facilities. Field roles are most effectively done reputed company of reputed company’s main facilities, generally at the customers’ or suppliers’ locations. This is a field role. About reputed company We are a health technology company. We reputed company our entire company around the belief that every reputed company reputed company, and we won't stop until everybody everywhere has reputed company to the reputed company reputed company that we reputed company deserve. Do the work of your life to help improve the lives of others. Learn more about our business. Discover our rich and exciting history. Learn more about our purpose. Learn more about our culture. reputed company Transparency Details The pay reputed company for this position in AL, AZ, AR, CO, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MI, MS, MO, MN, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY is $117,000 to $186,000. The pay reputed company for this position in AK, DE, HI, MD, MN, and RI is $123,000 to $195,000. The pay reputed company for this position in CA, CT, DC, MA, NJ, NY, or WA is $131,000 to $208,000. The actual reputed company pay offered may vary reputed company the posted ranges depending on multiple factors including job-reputed company knowledge/skills, experience, business needs, geographical location, and internal equity.     In reputed company, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive reputed company Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be reputed company here.  At reputed company, it is not typical for an individual to be reputed company at or near the top end of the reputed company for their role and compensation reputed company are dependent upon the facts and circumstances of reputed company case.  Additional Information US work authorization is a precondition of employment. reputed company will not consider candidates who require sponsorship for a work-authorized reputed company, now or in the reputed company. #LI-PH1 #LI-Remote #healthcareinformatics This requisition is expected to stay reputed company for 45 days but may reputed company earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration. reputed company is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. 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