McKesson · 1 day ago
Senior Manager, IT Service Desk
Richmond, VA
Full-time
Onsite
Senior Level
$94K/yr - $156K/yr
7+ years expMcKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. They are seeking a Senior Manager of IT Service Desk to lead IT support operations, oversee the delivery of technical support services, and drive continuous improvement in user experience and operational efficiency.
BiopharmaBiotechnologyHealth CareInformation TechnologyPharmaceutical
Responsibilities
Lead and mentor a team of IT Service Desk analysts and technicians across multiple locations
Develop and execute service desk strategies aligned with business goals and IT service management best practices
Establish and monitor KPIs, SLAs, and performance metrics to ensure exceptional service delivery
Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and service requests
Implement ITIL-based processes for incident, problem, and request management
Manage escalations and ensure root cause analysis and long-term solutions for recurring issues
Evaluate and optimize service desk tools, ticketing systems, and knowledge bases
Collaborate with infrastructure, application, and cybersecurity teams to ensure seamless support and integration
Champion a customer-first culture, ensuring end-users receive prompt, courteous, and effective support
Develop training programs and self-service resources to empower users and reduce ticket volume
Ensure compliance with internal policies, security standards, and regulatory requirements
Prepare regular reports for senior leadership on service desk performance, trends, and improvement initiatives
Develop and implement a roadmap for AI-driven and automated service desk solutions, including chatbots, virtual agents, and automated ticket triage
Identify opportunities to automate repetitive tasks, reduce manual intervention, and improve incident resolution speed and accuracy
Stay current with emerging AI and automation trends, evaluating their applicability to service desk operations
Utilize AI-powered analytics to monitor service desk performance, predict support trends, and proactively address potential issues
Champion the use of machine learning models to analyze ticket data, identify recurring problems, and recommend process improvements
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field
7+ years of experience in IT support, with at least 3 years in a leadership role
Strong knowledge of ITIL framework and service management principles
Experience with enterprise ticketing systems (e.g., ServiceNow, Jira, Zendesk)
Excellent communication, leadership, and problem-solving skills
Proven ability to manage cross-functional teams and drive change in a fast-paced environment
Demonstrated experience implementing AI or automation solutions in IT support environments
Knowledge of AI frameworks, automation platforms (e.g., RPA tools), and data analytics
Preferred
ITIL, HDI, or similar certifications
Experience supporting hybrid or remote workforces
Familiarity with automation and AI-driven support technologies
Strong analytical skills and data-driven decision-making
Certifications in AI, automation, or digital transformation (e.g., Microsoft AI Fundamentals, UiPath, Automation Anywhere)
Experience with AI-driven ITSM platforms and virtual support agents
Strong understanding of data privacy, ethics, and governance in AI applications
Benefits
Comprehensive health, dental, and vision benefits
Retirement savings plans
Professional development and certification support
A collaborative and inclusive work environment
Company
McKesson
McKesson distributes medical supplies, information technology, and care management products and services.
10001+ employees
H1B Sponsorship
McKesson 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 (149)
2024 (129)
2023 (82)
2022 (142)
2021 (144)
2020 (154)
Funding
Current Stage
Public CompanyTotal Funding
unknown1994-11-18IPO
Leadership Team
Brian Tyler
CEO
Jim McAuliffe
CFO
Recent News
2026-01-12
2026-01-06
2026-01-03
Company data provided by crunchbase