US Fertility · 2 months ago
IT Service Desk Manager
United States
Full-time
Remote
Senior Level
5+ years expUS Fertility is a network of premier fertility centers in the United States, seeking an experienced IT Service Desk Manager to lead and manage their service desk support teams. This role combines strong technical knowledge with leadership skills to ensure efficient handling of incidents and service requests, maintaining a high level of customer service and operational excellence.
Health CareHospital
Responsibilities
Supervise and develop service desk technicians, fostering a culture of accountability, collaboration, and continuous learning
Conduct regular one-on-ones, team meetings, and performance reviews to set goals and identify development opportunities
Provide ongoing coaching and mentorship to improve both technical and soft skills
Manage staffing schedules, workload balance, and coverage planning
Oversee daily service desk operations ensuring timely resolution of incidents and requests according to defined SLAs
Monitor and manage ticket queues, escalation paths, and communication with end users
Analyze service desk metrics to identify trends, recurring issues, and opportunities for process improvement
Maintain a strong customer service culture focused on responsiveness, quality, and professionalism
Collaborate with various IT teams for collaboration, escalations, and complex issues
Must be able to lift at least forty pounds
Develop and refine SOPs, escalation workflows, and knowledge base documentation to improve efficiency and consistency
Implement best practices aligned with ITIL or similar ITSM frameworks
Continuously review service delivery processes to enhance user satisfaction and operational excellence
Ensure proper use and maintenance of ITSM tool, TeamDynamix, for incident, request, and asset management
Work with Service Delivery colleagues to help support endpoint management, imaging, patching, and user onboarding/offboarding processes
Coordinate with infrastructure teams on network, server, and application support escalations
Assist in evaluating and implementing new technologies that improve IT support operations
Develop and present performance dashboards and service metrics (FCR, SLA compliance, CSAT, backlog, etc.) to IT leadership
Participate in strategic IT planning, budgeting, and capacity forecasting. Strategy meetings will be held twice a year in person with IT leadership
Identify automation or self-service opportunities to enhance efficiency and reduce ticket volume
Travel for in person team meetings
Qualification
Required
Bachelor's degree in information technology, computer science, or related field
5+ years of experience in IT support or service management roles, with at least 3-5 years in a supervisory or management position
Proven success managing Tier 1 and Tier 2 service desk operations in a multi-site or enterprise environment
Strong understanding of ITSM principles, incident/request management, and ticket lifecycle best practices
Hands-on experience with M365, Active Directory, endpoint management, and common enterprise applications
Familiarity with networking fundamentals, desktop support, and system administration concepts
Experience with ITSM platforms such as TeamDynamix, ServiceNow, or Jira Service Management
Demonstrated ability to lead, coach, and motivate diverse technical teams
Excellent communication and interpersonal skills for working with both technical and non-technical staff
Strong problem-solving and decision-making abilities in fast-paced environments
Preferred
ITIL Foundation (v4 preferred)
CompTIA A+ / Network+ / Security+
Microsoft Certified: Modern Desktop Administrator or M365 Fundamentals
HDI Support Center Manager (a plus)
Benefits
Competitive pay + bonus
Comprehensive paid training
Medical, dental, vision, and 401(k) matching
Generous paid time off and holidays
Earned telework incentives
Tuition assistance
Ability to make an impact in the communities we serve
Company
US Fertility
US Fertility provides business and operations management services to fertility practises.
1001-5000 employees
H1B Sponsorship
US Fertility has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Amulet Capital Partners
2025-11-25Private Equity
2023-05-01Debt Financing
2021-09-16Series Unknown
Leadership Team
Mark Segal
Chairman and Co-Founder
Jaime Shamonki, MD
Chief Operating Officer
Recent News
Secondaries Investor
2025-12-09
Hartford Business Journal
2025-11-28
Company data provided by crunchbase