IT Service Desk Manager

About the role

The IT Service Desk Manager at Trillium Health Resources is responsible for developing and delivering IT services to both internal and external customers. This role involves designing, building, and enhancing these services, as well as ensuring their effective delivery. Additionally, this individual works closely with business leaders to align business needs, support infrastructure and architectures, and manage technology initiatives and external providers.

Responsibilities

• Develop the service strategy for one or more services in the IT organization
• Review business requests for service enhancements and undertake cost evaluations, standards reviews, and prioritization
• Contribute service descriptions and SLAs for specific services to the organization's service catalog

Requirements

To be considered for this position, candidates must have:

• A bachelor’s degree in Information Technology, Computer Science, or a related field
• At least 5 years of experience in IT Service Management, including experience in managing IT service desks
• Experience in developing and implementing IT service strategies and SLAs
• Strong problem-solving and decision-making skills
• Excellent communication and interpersonal skills
• Ability to work effectively in a fast-paced, dynamic environment

Qualifications

Candidates should possess:

• Proven ability to manage IT service desks and deliver high-quality IT services
• Experience in managing and optimizing IT service delivery processes
• Knowledge of ITIL (Information Technology Infrastructure Library) principles and practices
• Experience with IT service management tools and platforms
• Understanding of IT infrastructure and architecture

Skills

The ideal candidate will have:

• Strong leadership and project management skills
• Excellent organizational and time management skills
• Ability to work collaboratively with cross-functional teams
• Proficiency in Microsoft Office Suite and other relevant software

Benefits

Trillium Health Resources offers:

• Competitive salary range of $81,159 - $113,115
• Flexible work arrangements for most positions
• Opportunities for professional growth and development
• A supportive and inclusive work environment

Pay

$81,159 - $113,115 annually

Schedule

Remote within North Carolina (see requirements section for included counties)