Cherry Health · 14 hours ago
IT Service Desk Manager - Hybrid
Grand Rapids, MI
Full-time
Hybrid
Senior Level
7+ years expCherry Health is Michigan’s largest Federally Qualified Health Center, focusing on delivering comprehensive quality health care services to underserved communities. The IT Service Desk Manager is responsible for leading the IT Service Desk to ensure high-quality IT support, managing incident and request processes, and aligning IT services with organizational objectives.
Health CareHospitalMedical
Responsibilities
Demonstrate effective people leadership that fosters a culture of accountability, mentoring, coaching, engagement, and continuous improvement
Lead and develop the IT Service Desk team to improve productivity, service quality, and employee retention
Oversee incident, request, and problem management to ensure timely resolution and minimal business disruption
Ensure service requests are properly prioritized, documented, escalated, and resolved in alignment with IT service management standards
Serve as the central coordination and communication hub between IT teams, operations, and vendors
Develop, implement, and maintain standardized Service Desk workflows, escalation paths, and knowledge management processes
Monitor, audit, and analyze service desk tickets, dashboards, and performance reports to identify trends, risks, and improvement opportunities
Develop and maintain reporting standards and metrics to communicate Service Desk performance and service quality across the organization
Escalate significant incidents, risks, or service issues to leadership as appropriate
Partner with stakeholders to ensure IT support aligns with operational needs and priorities
Participate in interviewing, hiring, onboarding, training, performance evaluation, and corrective action for Service Desk staff
Plan and facilitate meetings to communicate IT initiatives, service updates, and expectations
Consult with third-party vendors for issue resolution, system support, installations, and upgrades
Evaluate new tools, software, and technologies related to service desk operations and end-user support
Provide hands-on desktop or service desk support as needed and serve as backup coverage during staffing gaps
Other duties as assigned
Qualification
Required
Bachelor's Degree in Computer Science, Information Systems, or a related field or relevant professional experience
Seven to ten years' relevant Information Systems / Information Technology experience is required, with a minimum of four years' relevant supervisor or management experience
Experience in technical management, help desk, customer service or contact center experience is required
Ability to prioritize and execute tasks effectively in a fast-paced, high-demand environment
Strong working knowledge of IT Service Desk / Help Desk platforms
Incident, request, and problem management processes
IT Service Management (ITSM) and ITIL best practices
Demonstrated experience improving workflows, documentation, and service quality
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
Strong leadership, coaching, and performance management skills
Demonstrated ability to work independently and collaboratively in a team-oriented environment
Excellent written, oral, interpersonal, and presentation skills
Strong technical knowledge of IT systems, end-user computing, and related technologies
Benefits
Loan repayment through the NHSC and Michigan State Loan Repayment Program for select roles
Medical, Dental and Vision Insurance for you and your family
Generous Paid Time Off benefit – 4 weeks per year for full time
Paid holidays - 8 full day paid holidays (Including Black Friday!) and 2 half day paid holidays!
403(b) Retirement Savings Plan with generous employer match - $ for $ match up to 5%
MET and MESP 529 Savings Plans
Pet Insurance!
Employee Assistance Program
Company
Cherry Health
Cherry Health offers health care services that offer adult internal medicine, school-based health centers, and insurance enrollment.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$2MKey Investors
U.S. Department of Health & Human Services
2022-03-08Grant· $2M
Leadership Team
Cynthia Duncanson
Chief Financial Officer
Bill Joure
Chief Operating Officer
Recent News
2024-05-29
2023-03-24
Company data provided by crunchbase