Senior Manager of MSP Service Desk (Healthcare IT)

Location: Remote, U.S.-based; on-call escalation support and occasional overnight coverage may be required.

Company

hirify.global provides healthcare IT and business solutions, including managed IT services, cybersecurity, cloud technologies, revenue cycle solutions, EHR consulting, and strategic business services.

What you will do

• Lead day-to-day and strategic MSP Service Desk operations, including staffing, scheduling, workload distribution, resource allocation, and service delivery.
• Coach and develop remote team leads and technicians across onshore and offshore teams.
• Own service-level expectations, quality standards, performance metrics, and client experience goals.
• Monitor ticket queues and open cases, adjust priorities and staffing, and serve as a senior escalation point for complex or high-impact issues.
• Establish, document, audit, and improve workflows, quality assurance practices, and operating standards.
• Partner with clients, Account Managers, technical stakeholders, Human Resources, and senior leadership on service improvements, workforce planning, and business reviews.

Requirements

• Bachelor’s degree in computer science, information technology, a related field, or equivalent relevant experience.
• At least 7 years of progressive experience in service desk, technical support, or managed services environments, including people leadership.
• Experience leading technical support operations, managing escalations, improving team performance, and managing remote distributed teams.
• Knowledge of ticket lifecycle management, workforce planning, service metrics, quality assurance, process documentation, and continuous improvement.
• Experience with case or ticket management systems, CRM platforms, and Microsoft products, including Microsoft Teams.
• Strong written, verbal, interpersonal, analytical, organizational, and client engagement skills.

Nice to have

• Experience in an MSP or healthcare setting, including senior living or ambulatory care.
• Experience leading onshore and offshore resources and managing high-volume support staffing, utilization, capacity planning, and forecasting.
• Experience with quality assurance tooling, ConnectWise, Amazon cloud tools, or Amazon Connect.
• Exposure to AI-enabled service solutions and tools.

Culture & Benefits

• Fully remote work opportunity.
• Unlimited flexible paid time off.
• Medical, dental, vision, life, and disability insurance.
• 401(k) with company match and an Employee Assistance Program.
• Professional development and career growth opportunities.
• Collaborative, inclusive, and mission-driven environment focused on healthcare impact.