IT Service Desk Manager

*Location:* Seattle, WA - Fully onsite requiredDo you have the skills to fill this role Read the complete details below, and make your application today.*Employment Type:* Full-Time*Reports To:* Vice President of Information Technology*About the Opportunity*Rally Recruiting is exclusively partnering with a Managed Service Provider (MSP) client to identify an experienced IT Service Desk Manager. This is a pivotal leadership role responsible for delivering exceptional IT support to a healthcare organization with multiple clinics across the Puget Sound region.*Position Summary:*In this role, you will lead a dedicated support team focused on one of the MSP's largest healthcare clients, ensuring seamless IT operations in a clinical environment. This is a hands-on leadership position ideal for someone with strong healthcare IT experience who enjoys managing distributed teams in a client-facing capacity. This hands-on manager will lead a distributed support team, optimize service desk operations, and ensure seamless IT delivery in a clinical environment"”maintaining high client satisfaction, operational efficiency, and compliance with healthcare regulations.This role requires proven service desk leadership in healthcare IT environments (ideally multi-site/clinic settings), strong client-facing experience, and a track record of building efficient, responsive support teams that minimize disruptions to clinical operations.*Key Responsibilities*1. Team Leadership & Development· Lead and mentor a dedicated team of field technicians, centralized help desk analysts (Tier 1-3), and a network engineer supporting the client's multi-site environment.· Foster a culture of accountability, ownership, continuous improvement, and professional growth through regular feedback, recognition, and team-building initiatives.· Coach team members individually, providing constructive guidance on technical skills, customer service, and career progression while addressing performance gaps promptly and fairly.· Conduct regular one-on-one meetings, performance reviews, and goal-setting sessions to align individual objectives with team and client priorities.· Identify skill gaps through assessments and feedback, then develop and implement targeted training plans (e.g., certifications in ITIL, healthcare-specific tools, or vendor technologies).· Promote knowledge sharing through documentation standards, cross-training, shadowing opportunities, and internal knowledge base contributions.· Manage team morale and retention in a high-pressure clinical support environment, including handling on-call fatigue, workload balancing, and conflict resolution.· Develop succession plans and leadership pipelines to prepare high-potential team members for future roles.2. Service Desk Operations & Execution· Oversee all aspects of daily service desk operations, including ticket intake, categorization, assignment, prioritization, escalation protocols, and resolution tracking to ensure efficient workflows.· Manage technician scheduling, on-call rotations, resource allocation, and field deployments across multiple clinic locations, balancing coverage needs with team capacity and minimizing downtime.· Establish, track, and report on SLAs, KPIs (e.g., first-contact resolution rate, average resolution time, ticket backlog), and custom metrics tailored to healthcare priorities.· Develop and maintain real-time reporting dashboards and recurring performance reports to provide visibility into team productivity, service trends, bottlenecks, and client satisfaction.· Drive continuous improvement initiatives, such as automating repetitive tasks, refining triage processes, and conducting root cause analysis on recurring issues.· Optimize tool utilization (ticketing systems, remote support tools, monitoring platforms) to enhance response times and accuracy.· Coordinate major incident response, including communication plans, bridge calls, and post-incident reviews to prevent recurrence.· Ensure accurate documentation of all procedures, solutions, and client-specific configurations in the knowledge base for consistent service delivery.3. Client & Stakeholder Management· Serve as the primary escalation point for complex or high-impact issues, owning resolution from end-to-end while keeping stakeholders informed with timely, clear updates.· Act as a trusted liaison between the MSP support team and clinical/administrative stakeholders (e.g., physicians, clinic managers, executives), building strong relationships through proactive communication and regular check-ins.· Translate technical concepts and jargon into clear, non-technical language for diverse audiences, ensuring alignment on issue impacts, resolutions, and preventive measures.· Proactively manage expectations by setting realistic timelines, providing status updates, and negotiating priorities during competing demands or resource constraints.· Conduct regular service review meetings with client stakeholders to discuss performance metrics, feedback, upcoming needs, and opportunities for improvement.· Anticipate potential issues through trend analysis and client feedback, implementing preventive measures to avoid disruptions to clinical workflows.· Ensure world-class client experience by fostering a customer-obsessed mindset within the team, measuring satisfaction through surveys (e.g., CSAT), and addressing feedback promptly.· Handle sensitive escalations calmly and professionally, de-escalating conflicts while protecting client relationships and MSP reputation.4. Compliance & Project Collaboration· Ensure all support activities strictly adhere to healthcare-specific regulations, including HIPAA, HITECH, data security standards, and patient privacy requirements.· Conduct regular compliance audits, risk assessments, and team training on regulatory topics to maintain a culture of security awareness.· Oversee secure handling of protected health information (PHI) in ticketing, documentation, remote sessions, and device management.· Collaborate with MSP leadership, security teams, and client stakeholders to implement and enforce policies.· Align project timelines and resources with ongoing support demands to minimize operational impact.· Contribute to project planning by identifying support requirements, testing scenarios, and post-implementation plans.· Partner with engineering and project delivery teams to ensure smooth handoffs from project phase to ongoing support.*Required Experience & Qualifications Industry & Role Background** Minimum 5 years of progressive experience managing an IT service desk or support team.* Proven experience supporting healthcare environments, ideally involving multiple clinics or ambulatory care settings.* Strong understanding of ITIL principles and service desk best practices.* Hands-on experience with common service desk tools (e.g., ServiceNow, ConnectWise, Zendesk, or similar ticketing systems).*Leadership & Technical Competencies** Experience leading both centralized and field-based technicians in a client-facing role.* Demonstrated ability to handle escalations professionally while maintaining strong client relationships.* Excellent communication skills"”clear, direct, and empathetic with both technical teams and non-technical stakeholders.* Proactive problem-solving and organizational skills in fast-paced, client-driven environments.*Preferred Qualifications** Prior experience working for or managing a service desk at a Managed Service Provider (MSP).* Deep familiarity with healthcare technologies (EHR/EMR systems, medical imaging, clinical workflows).*Compensation & Benefits** Competitive salary based on experience* Comprehensive benefits package including medical, dental, vision, 401(k) with match, PTO, and paid holidays* Opportunity to grow within a dynamic MSP while making a meaningful impact for healthcare clientsTo apply, please submit your resume and a brief summary of your relevant healthcare IT and leadership experience to Qualified candidates will be contacted promptly. No phone calls or third-party agencies, please.We are an equal opportunity employer. xijylhu All applications will remain strictly confidential.Job Type: Full-timePay: $62.00 - $82.00 per hourExpected hours: 40 per weekBenefits:* 401(k)* 401(k) matching* Dental insurance* Health insurance* Health savings account* Paid time off* Professional development assistance* Referral program* Tuition reimbursement* Vision insuranceWork Location: In person

Created: 2026-03-03