[Hiring] Manager, IT Service Desk @Vitalant

Role Description

Vitalant is seeking a Manager, IT Service Desk to lead the planning, organization, and daily operations of our Service Desk team in support of our life-saving mission. This role ensures reliable, responsive IT support across the organization—helping teams stay connected, productive, and focused on saving lives. Partnering closely with IT leaders across functions, the Manager oversees staffing, schedules, and skill coverage to ensure consistent service delivery throughout all operational hours.

This position offers the flexibility to work remotely from anywhere in Arizona in a work-at-home role. Important: You must be able to self-relocate to Arizona. This position is not remote for any other state of residence.

Qualifications

• Experience in Automatic Call Distribution, Quality Management, Workforce Management, and Reporting required.
• Experience in creating/developing dashboards and reports for Service Desks (KPI's) for FCR, Call Handling Time, Average Handle Time, etc.

Requirements

• Lead, manage, and develop a high-performing Service Desk team, ensuring consistent, high-quality customer service across all users.
• Hire, train, coach, and evaluate Service Desk staff while addressing performance, attendance, and personnel issues in alignment with policy and best practices.
• Establish and reinforce ITIL-aligned processes and Service Desk best practices to drive operational consistency and service excellence.
• Ensure effective incident management and escalation, serving as a senior escalation point for complex or sensitive issues.
• Build and sustain a culture of metrics and continuous improvement by defining, monitoring, and using KPIs to guide reporting and decision-making.
• Develop, communicate, and maintain a Service Desk strategy aligned with overall IT and business objectives, ensuring team understanding and engagement.
• Identify operational risks, inefficiencies, and recurring issues; implement corrective actions and coordinate workflows with cross-functional IT teams.
• Partner in change and problem management activities (e.g., CAB/SCCB/ARB) to ensure Service Desk readiness and support for system and process changes.
• Oversee Service Desk communications to ensure timely, accurate, and audience-appropriate messaging.
• Manage budgets, policies, tools, and technologies while collaborating with IT and Information Security to ensure secure, scalable, and effective service delivery.

Benefits

• Medical, dental, and vision insurance
• 401K + 5% company match
• Tuition assistance up to $5k per year
• Free basic life and AD&D insurance
• Free short-and-long-term disability insurance
• Paid time off
• Employee Resource Groups
• Recognition and perks