As Manager, Service Desk on the Healthgrades’ team you will help make our Infrastructure and Engineering teams ridiculously productive while transforming the entire company into an increasingly modern IT organization. Your critical role starts with bringing your wide IT expertise, people management skills and aptitude to strategize and execute on corporate objectives and key performance expectations. 

You will lead a cohesive team with cross functional experiences and expertise, allowing you to focus on impacting the overall company through the following responsibilities:

• People Management – Oversee people leadership for IT services (Service Desk) and provide technical guidance, manage performance and resources, develop talent and create long term success plans.
• Strategy and Planning- Lead the identification, selection and implementation of enterprise-wide productivity tools and technology solutions, as well as, develop, communicate and enforce IT policies and procedures.
• Operational Management-  Drive ongoing exceptional customer service, maintain IT Services Catalog, and analyze performance and solution implementation of service desk activities.
• Change Management: Lead the development and delivery of communications, education, and training to ensure full adoption and utilization of systems, tools and resources.

Required Qualifications and Experience:

• Bachelor’s Degree in Computer Science or equivalent experience
• 10+ years’ experience working in IT infrastructure, configuration, security and incident management
• 5+ years’ experience managing technical teams, Service Desk and outsourced services vendors
• Advanced proficiency with end-user device technologies, security tools, desktop deployment, and utilities related to desktop and mobile service
• Advanced proficiency with enterprise level management, design, development, and deployment of anti-virus, encryption, and integrated desktop solutions
• Experience enforcing company standards and compliance with federal regulations amongst stakeholders at all levels of the organization
• Ability to analyze and resolve complex issues including end-user support, system and equipment performance issues
• Interest and experience coaching and training employees on policies, processes, and best practices and ability to model company values while performing job duties