IT Service Desk Manager

About the role

Imaging Endpoints (IE) is an Imaging Technology and Imaging Clinical Research Organization (iCRO) passionately focused on our vision to Connect Imaging to the Cure™. We work to advance imaging science, technology, and services to bring curative technologies to humankind, supporting many of the most impactful new drug approvals in oncology. We seek talented individuals globally who are passionate about customizing each clinical trial’s imaging to optimize the opportunity to demonstrate efficacy.

Imaging Endpoints is based in Scottsdale, Arizona, with offices in Cambridge, Massachusetts; London, UK; Leiden, Netherlands; Basel, Switzerland; Hyderabad, India; and Shanghai, China. We are an affiliate of HonorHealth and Scottsdale Medical Imaging Limited (SMIL/RadPartners), recognized as the world’s largest and most preeminent iCRO in oncology.

The IT Service Desk Manager is responsible for managing the operation of the IE Global IT Service Desk, ensuring customers (internal and external) receive appropriate and timely communication and resolution of incidents and requests. This role oversees the Incident Management process, tracks user issues, and collaborates with other IT teams and vendors to resolve them. Additionally, this position manages study-related deliverables, ensures office security, and assesses and implements end-user computing software and tools.

Responsibilities

• Team Management: Hire, train, and coordinate the work of the service desk team. Encourage and recognize team development, automation, and integration of new processes and solutions.
• Operational Oversight: Prioritize and delegate tasks, ensure service level agreements (SLAs) are met, and monitor performance metrics.
• Process Implementation: Develop and implement standard operating procedures, collaborate in policy definitions, and conduct regular audits to verify compliance.
• Incident and Request Management: Ensure timely and effective resolution of incidents and fulfillment of service requests. Verify adherence to operating procedures and prioritize outages, VIP incidents, or service requests.
• Collaboration: Work with other IT teams and stakeholders to resolve issues and improve service delivery. Ensure the IT Service Desk team receives appropriate training to support changes in the environment.
• Continuous Improvement: Review service desk metrics, IT surveys, track user feedback, perform user interviews, develop/improve processes, and evaluate new technologies.
• Reporting: Track and report on service desk performance metrics, including resolution times, customer satisfaction, and team performance.
• Service Desk Framework: Build and deploy operational capabilities for tracking and managing the environment remotely.
• End User Computing Asset and Configuration: Manage user physical assets and their configuration to meet security and design requirements. Recommend End User Computing devices for performance and cost.
• Office Physical Security: Manage IE offices and secure rooms' physical access systems to meet security policy procedures.

Requirements

• Bachelor’s degree in Computers or Information Technology preferred or equivalent experience.
• Minimum of 5 years in IT Support experience, including 2+ years in a supervisory or managerial role.
• Minimum of 2 years’ experience with ITSM tools and ticketing systems.
• Microsoft certification preferred.
• ITIL certification preferred.

Skills

• Customer-service orientation with a self-driven, problem-solving, can-do attitude.
• Superior attention to detail and strong oral and written communication skills.
• Team management skills to organize, mentor, and build a customer-service team.
• Ability to manage small projects, resources, and timelines.
• Ability to manage compliance with procedures, rules, and regulations.
• Maintain strict confidentiality of sensitive data, records, files, and conversations.
• Self-motivated with the ability to grasp new concepts quickly.
• Knowledge of Microsoft Office 365 and Adobe.
• Knowledge of remote management tools.
• Knowledge of Windows 2012/2016/2019 and Windows 10/11.
• Knowledge of Windows Server (Active Directory, Print Server, Group Policy) preferred.
• Knowledge of Citrix preferred.

Team Characteristics

• Passion to Connect Imaging to the Cure™ and pursue a meaningful career by improving the lives of cancer patients through imaging.
• Strong desire to be part of a dynamic, global team working closely together in a rewarding environment.
• Commitment and caring for team members, their families, and the communities served (see Caring Endpoints).
• Integrity and high ethical standards; always doing the right thing.
• High intellect and ingenuity; enjoying problem-solving and finding better ways to make a difference.
• Structured, organized, detail-oriented, and self-motivated with a plan to accomplish daily objectives while improving processes.
• Accountable, communicative, and deadline-driven; celebrating success and advancing clinical trials.
• High standard for excellence; prioritizing quality above all else.

Physical Requirements

• Regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk and hear.
• Frequently required to sit.
• Specific vision abilities required include close vision, color vision, and ability to adjust focus.

Travel Requirements

At least 10% travel required.