Enjoy what you do while contributing to a company that makes a difference in people's lives. US Fertility, a network of premier fertility centers in the United States, continually seeks experienced, compassionate, and dynamic team players who are committed to delivering exceptional patient care to join our growing practice. The work we do building families offers stimulation, challenge, and personal reward. If you're looking for a new opportunity to work in a fast-paced, professional environment where your talent contributes to changing people's lives, then we want to talk to you.

We are currently seeking candidates for a IT Service Desk Manager. The USF IT Service Desk Manager – will lead and manage the organization’s service desk support teams to deliver exceptional IT services across all departments. This role combines strong technical knowledge with proven leadership, coaching, and process improvement skills. The IT Service Desk Manager will ensure that incidents and service requests are handled efficiently, SLAs are consistently met, and the service desk operates as a high-performing, customer-focused unit.

We have an immediate opening for an experienced and dynamic individual to join our team as an IT Service Desk Manager. This is a full-time position working Mon. - Fri. 8:00am-5:00pm Remote.

How You'll Contribute: We always do whatever it takes, even if it isn't specifically our "job." In general, the IT Service Desk Manager is responsible for:

Leadership & Team Management

• Supervise and develop service desk technicians, fostering a culture of accountability, collaboration, and continuous learning.
• Conduct regular one-on-ones, team meetings, and performance reviews to set goals and identify development opportunities.
• Provide ongoing coaching and mentorship to improve both technical and soft skills.
• Manage staffing schedules, workload balance, and coverage planning.

Service Desk Operations

• Oversee daily service desk operations ensuring timely resolution of incidents and requests according to defined SLAs.
• Monitor and manage ticket queues, escalation paths, and communication with end users.
• Analyze service desk metrics to identify trends, recurring issues, and opportunities for process improvement.

• Maintain a strong customer service culture focused on responsiveness, quality, and professionalism.
• Collaborate with various IT teams for collaboration, escalations, and complex issues.
• Must be able to lift at least forty pounds.

Process Improvement & Documentation

• Develop and refine SOPs, escalation workflows, and knowledge base documentation to improve efficiency and consistency.
• Implement best practices aligned with ITIL or similar ITSM frameworks.
• Continuously review service delivery processes to enhance user satisfaction and operational excellence.

Technology & Systems Management

• Ensure proper use and maintenance of ITSM tool, TeamDynamix, for incident, request, and asset management.
• Work with Service Delivery colleagues to help support endpoint management, imaging, patching, and user onboarding/offboarding processes.
• Coordinate with infrastructure teams on network, server, and application support escalations.
• Assist in evaluating and implementing new technologies that improve IT support operations.

Reporting & Strategic Contributions

• Develop and present performance dashboards and service metrics (FCR, SLA compliance, CSAT, backlog, etc.) to IT leadership.
• Participate in strategic IT planning, budgeting, and capacity forecasting. Strategy meetings will be held twice a year in person with IT leadership.
• Identify automation or self-service opportunities to enhance efficiency and reduce ticket volume.
• Travel for in person team meetings

What You'll Bring:

The skills and education we need are:

Education & Experience

• Bachelor’s degree in information technology, computer science, or related field.
• 5+ years of experience in IT support or service management roles, with at least 3-5 years in a supervisory or management position.
• Proven success managing Tier 1 and Tier 2 service desk operations in a multi-site or enterprise environment.

Technical Competencies

• Strong understanding of ITSM principles, incident/request management, and ticket lifecycle best practices.
• Hands-on experience with M365, Active Directory, endpoint management, and common enterprise applications.
• Familiarity with networking fundamentals, desktop support, and system administration concepts.
• Experience with ITSM platforms such as TeamDynamix, ServiceNow, or Jira Service Management.

Leadership Competencies

• Demonstrated ability to lead, coach, and motivate diverse technical teams.
• Excellent communication and interpersonal skills for working with both technical and non-technical staff.
• Strong problem-solving and decision-making abilities in fast-paced environments.

Preferred Certifications:

• ITIL Foundation (v4 preferred)
• CompTIA A+ / Network+ / Security+
• Microsoft Certified: Modern Desktop Administrator or M365 Fundamentals
• HDI Support Center Manager (a plus)

More important than the best skills, however, is the right person. Employees who embrace our mission, vision, and core values are highly successful.

What We Offer:

• Competitive pay + bonus
• Comprehensive paid training
• Medical, dental, vision, and 401(k) matching
• Generous paid time off and holidays
• Earned telework incentives
• Tuition assistance
• Ability to make an impact in the communities we serve

At US Fertility, we promote and develop individual strengths in order to help staff grow personally and professionally. Our core values - Empathy, Patient Focus, Integrity, Commitment, and Compassion (EPICC) – guide us daily to work hard and enjoy what we do. We’re committed to growing our practice and are always looking to promote from within. This is an ideal time to join our team!

To learn more about our company and culture, visit here.

How To Get Started:

To have your resume reviewed by someone on our Talent Acquisition team, click on the “Apply” button. Or if you happen to know of someone who might be interested in this position, please feel free to share the job description by clicking on an option under “Share This Job” at the top of the screen.