The Service Desk Manager is accountable for the overall delivery of service desk support across all clients, ensuring high-quality and consistent service through all support channels (phone, email, portal, and chat). This role provides leadership and oversight to three shift leads, ensuring 24x7 coverage, smooth escalation handling, and adherence to service level objectives (SLOs) and key performance indicators (KPIs).
The Service Desk Manager is focused on driving operational excellence within the service desk function, with a strong emphasis on improving first call resolution rates, ensuring exceptional customer experience, and maintaining high productivity levels across all service desk agents. As the senior leader of the service desk function, this role works closely with the Sr. Director, Service Delivery, the Onsite Support Manager, and the Service Request / Demand Coordinator to ensure integrated, efficient, and effective client support delivery.
Responsibilities
Leadership & Team Management
Required
Anatomy IT embraces those that demonstrate a deep passion for solving the problems of healthcare with enthusiasm for building positive working relationships and winning as a team. We believe in putting our customers first, empowering our people to drive growth, being technologically innovative, simplifying the complex, delivering results to our commitments with a sense of urgency while embracing diversity, equity, and inclusion.
The Company
Anatomy IT helps healthcare providers deliver exceptional patient care through technology and cybersecurity solutions. With 30+ years of experience, we understand healthcare organizations' unique risks, opportunities, and challenges. Anatomy IT is one of the largest and fastest-growing healthcare IT companies, partnering with over 19,000 providers and healthcare staff nationwide, including ASCs, physician groups and hospitals.
Benefits
We love collaborating and working together as a team. Our benefits include healthcare (medical, dental & vision), 401K fund contribution, paid-time-off, short & long-term disability, and a family atmosphere of caring and concern for each team member.
EQUAL OPPORTUNITY EMPLOYER
We are proud to be an equal opportunity employer – and celebrate our employees' differences regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.
The Service Desk Manager is focused on driving operational excellence within the service desk function, with a strong emphasis on improving first call resolution rates, ensuring exceptional customer experience, and maintaining high productivity levels across all service desk agents. As the senior leader of the service desk function, this role works closely with the Sr. Director, Service Delivery, the Onsite Support Manager, and the Service Request / Demand Coordinator to ensure integrated, efficient, and effective client support delivery.
Responsibilities
Leadership & Team Management
- Provide leadership and direction to three Service Desk Shift Leads and their respective teams.
- Establish clear performance goals and monitor service desk KPIs, including first call resolution, average response time, SLA compliance, and agent productivity.
- Ensure consistent quality of service delivery across all shifts and support channels.
- Act as the senior escalation point for service desk-related client concerns or internal delivery issues.
- Mentor and develop shift leads and agents, driving a culture of accountability, continuous improvement, and customer focus.
- Oversee the day-to-day operations of the service desk, ensuring all incidents, requests, and inquiries are logged, prioritized, and resolved within SLA guidelines.
- Maintain high productivity levels for all service desk agents, ensuring efficient ticket handling and balanced workloads.
- Monitor and improve performance across all client-facing channels (phone, email, chat, and portal).
- Implement best practices and ITIL-aligned processes for incident management, request management, and escalation handling.
- Coordinate closely with the Onsite Support Manager to ensure effective handoffs and maximize resource availability across functions.
- Champion initiatives to improve first call resolution and reduce escalations to higher-level support.
- Ensure exceptional customer service experience by implementing feedback loops, quality monitoring, and client satisfaction surveys.
- Work with the Service Request / Demand Coordinator to align service desk priorities with incoming requests and overall demand management.
- Identify opportunities for automation, knowledge base expansion, and self-service enhancements to reduce ticket volumes and improve user experience.
- Report on service desk performance to the Sr. Director, Service Delivery, including SLA compliance, volume trends, agent productivity, and customer satisfaction.
Required
- 7+ years of IT service desk or technical support experience, including 3+ years in a leadership or management role
- Strong knowledge of ITIL 4.0 practices, particularly Incident Management and Service Request Management
- Experience managing multi-shift or 24x7 service desk operations
- Proven ability to drive improvements in first call resolution, SLA adherence, and customer experience
- Strong technical knowledge of common desktop, network, and enterprise application issues
- Excellent communication and leadership skills, with a proven track record of managing and developing teams
- ITIL 4 Foundation or higher certification
- Experience working in a Managed Service Provider (MSP) or multi-client support environment
- Familiarity with ITSM/PSA tools such as ServiceNow, ConnectWise, or Autotask
- Certifications in relevant technologies (Microsoft, CompTIA, or equivalent)
- Service Excellence – Champions high-quality customer experience and consistent service outcomes
- Leadership – Leads by example, coaching shift leads and agents to deliver at high performance levels
- Operational Discipline – Ensures KPIs and SLAs are met across shifts and support channels
- Problem-Solving – Acts as escalation point for complex service desk issues, resolving them with urgency
- Collaboration – Works seamlessly with Onsite Support, Service Request, and Delivery leadership to optimize client support
- Continuous Improvement – Identifies and implements enhancements to improve efficiency, FCR, and customer satisfaction
Anatomy IT embraces those that demonstrate a deep passion for solving the problems of healthcare with enthusiasm for building positive working relationships and winning as a team. We believe in putting our customers first, empowering our people to drive growth, being technologically innovative, simplifying the complex, delivering results to our commitments with a sense of urgency while embracing diversity, equity, and inclusion.
The Company
Anatomy IT helps healthcare providers deliver exceptional patient care through technology and cybersecurity solutions. With 30+ years of experience, we understand healthcare organizations' unique risks, opportunities, and challenges. Anatomy IT is one of the largest and fastest-growing healthcare IT companies, partnering with over 19,000 providers and healthcare staff nationwide, including ASCs, physician groups and hospitals.
Benefits
We love collaborating and working together as a team. Our benefits include healthcare (medical, dental & vision), 401K fund contribution, paid-time-off, short & long-term disability, and a family atmosphere of caring and concern for each team member.
EQUAL OPPORTUNITY EMPLOYER
We are proud to be an equal opportunity employer – and celebrate our employees' differences regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.
- The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be a comprehensive list of all the responsibilities and skills required of employees.
About the company
Company website•IT Services and IT Consulting
Anatomy IT helps healthcare providers deliver exceptional patient care through technology and cybersecurity solutions. With 30+ years of experience, we understand healthcare organizations' unique risks, opportunities, and challenges. Anatomy IT is one of the largest and fastest-growing healthcare IT companies, partnering with over 1,950 clients serving 39,000 healthcare staff nationwide, including ASCs, physician groups, and hospitals.