Service desk manager [h1.location_city]

Join a healthcare organization as an IT Service Desk Manager in a hybrid role overseeing a seven-person support team (Tier 1 through 3) responsible for providing remote technical assistance to 55 clinics and nursing facilities across seven states. Based in Vancouver, WA, this position requires onsite presence weekly on Wednesdays, with more frequent onsite time expected during the first few weeks. This is primarily a leadership-focused role where approximately 90% of your time will be spent managing people, ensuring healthy ticket flow, preventing backlog, and serving as a point of escalation. The environment is lower-tech than a hospital setting, with support centered on desktops, laptops, tablets, and general user issues rather than medical devices or EMR systems.

This is an excellent opportunity for an experienced IT manager who wants to focus primarily on leadership and team development rather than hands-on technical work. You'll have the autonomy to stabilize and improve Jira-based service desk operations that have struggled to meet client expectations, giving you the chance to make a real impact on service delivery. The role offers the perfect balance for someone who enjoys coaching, mentoring, and developing team members while managing workflows and building relationships across departments. You'll coordinate project-related tasks, maintain departmental relationships, and help foster professional development within your team. The hybrid schedule provides flexibility with only one required onsite day per week after the initial onboarding period. While the team maintains an on-call rotation, the manager is generally not included except in rare coverage situations, allowing for better work-life balance. This is an ideal position for someone who thrives in a people-focused management role and wants to build a high-performing support team.

Required Skills & Experience

• 10 years of previous IT experience
• Minimum 2 years of IT management experience
• Experience managing a service desk or IT support team
• Proven ability to manage Tier 1 through Tier 3 support staff
• Strong experience with ticketing systems, queue management, and reporting dashboards
• Excellent written and verbal communication skills
• Strong face-to-face and telephone communication skills
• Ability to manage multiple varied workloads in a high-stress environment
• Detail-oriented with strong organizational skills
• Ability to foster relationships and mentor team members
• Ability to identify trends and weaknesses in support operations
• Experience managing support teams handling remote, phone / Teams-based support across multiple locations
• Comfortable working in a lower-tech environment focused on desktops, laptops, and tablets
• Must be local to Vancouver, WA area

Comfortable with hybrid schedule (onsite Wednesdays)

Desired Skills & Experience

Previous experience managing service desk dashboards and reporting

What You Will Be Doing

Tech Breakdown

10% Technical and Administrative (ticketing system management, reporting, escalations)

Daily Responsibilities

10% Administrative and Technical (reporting, escalations, system management)

Key Responsibilities

Team Management :

Address situations where team members feel stuck or frustrated due to limited advancement opportunities

Ticket and Queue Management :

Oversee queue management and reporting dashboards

Reporting and Performance :

Provide regular updates to IT Director on team performance

Strategic Coordination :

Ensure alignment between service desk operations and organizational goals

Policies and Processes :

Standardize support workflows and best practices

Administrative Duties :

Handle administrative tasks as assigned

Technical Support :

Utilize Microsoft 365, Jira, and 8x8 systems as needed

Working Environment :

Work involves sitting, standing, walking, reaching, pulling, pushing, and grasping

The Offer

Hourly compensation : $70,000 to $80,000 annually

You will receive the following benefits :

Collaborative environment with cross-departmental relationships