Senior Service Desk Manager

Location: Eagle, Idaho, United States; onsite

Company

hirify.global is a healthcare holding company whose independent operating subsidiaries provide home health, hospice, and senior living services across the United States.

What you will do

• Lead day-to-day operational performance and consistency across Service Desk functions and support teams.
• Establish service-level, productivity, customer satisfaction, and accountability metrics, and lead recurring operational reviews.
• Identify operational risks, resolve service delivery issues, and improve user experience and organizational alignment.
• Analyze workflows and lead continuous service improvement, process standardization, automation, and operational maturity initiatives.
• Coach and mentor Service Desk leaders while promoting ownership, collaboration, communication, and consistent execution.
• Facilitate service assessments, major incident reviews, trend analysis, and cross-team improvement planning.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, Management, or a related field, or equivalent education and experience.
• Seven or more years of progressive IT operations or support leadership experience.
• Three or more years managing support operations, service delivery functions, or technical teams.
• Experience with operational metrics, reporting, accountability practices, support processes, governance, and continuous improvement.
• Strong understanding of IT Service Management principles, with excellent organizational, analytical, communication, facilitation, and problem-solving skills.
• Ability to manage competing priorities, identify risks, develop mitigation strategies, and coach operational teams.

Nice to have

• ITIL Foundation certification or equivalent.

Culture & Benefits

• Work within a culture centered on Celebration, Accountability, Passion, Love, Intelligence, Customer Second, and Ownership.
• Collaborate with independent, locally led healthcare organizations.
• Contribute to service quality, operational maturity, and continuous improvement across the organization.