Mosaic Health · 21 hours ago
Manager, IT Service Desk
Fort Myers, FL
Full-time
Onsite
Mid, Senior Level
$85K/yr - $128K/yrMosaic Health is seeking a Service Desk Manager responsible for driving operational stability and ensuring consistency in workflows and service delivery. The role focuses on leading daily Service Desk operations, improving operational performance, and enhancing service quality across the enterprise.
Hospital & Health Care
Responsibilities
Drive consistency in incident, request, and escalation workflows
Ensure efficient and predictable ticket handling across teams
Oversee staffing and scheduling to maintain proper phone and extended hour coverage
Support and enforce the Continuous Shift Coverage model
Monitor queue performance and operational trends to guide improvements
Partner with leadership on operational priorities and service enhancements
Coach and develop supervisors, leads, and technicians
Ensure consistent service delivery across all Business Units
Qualification
Required
Strong understanding of Incident, Request, and Problem Management
Awareness of Change Management dependencies and operational impact
Ability to apply ITIL principles to daily operational decisions
Focus on service stability, quality, and customer experience
Strong working knowledge of ServiceNow workflows
Understanding of SLAs, assignment groups, and queue structure
Ability to use reporting and dashboards for operational visibility
Ensure data accuracy and process consistency within the platform
Company
Mosaic Health
1001-5000 employees
H1B Sponsorship
Mosaic Health 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
2024 (1)
2023 (3)
2021 (1)
Funding
Current Stage
Late StageCompany data provided by crunchbase