it service desk manager

OCHIN

<div>Description:
<p><b>
MAKE A DIFFERENCE AT OCHIN</b></p><p><br>
</p><p><b>OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, providing the clinical insights and tailored technologies needed to expand patient access, grow and connect care teams, and improve the health of rural and underserved communities.</b></p><p>
We are hiring a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone.</p><p><b>
At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values.</b></p><p>
Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees&rsquo; entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.</p><p><b>
Position Overview</b></p><p>
The <b>IT Service Desk Manager</b> provides strategic leadership and operational oversight for the IT Service Desk team, ensuring high-quality end-user support across the organization. This role is responsible for directing the team in resolving incidents and fulfilling service requests, monitoring performance metrics, and driving continuous improvement in service delivery. The Manager oversees technical standards for end-user devices, manages procurement and lifecycle refresh activities, and ensures alignment of Service Desk practices with organizational goals. This role partners closely with the Chief Technology Officer (CTO) and other leaders within the organization to develop support strategies, optimize processes, and enhance the end-user experience. This role reports to the CTO.</p><p><b>
Essential Duties</b></p><ul><li>
Provide leadership, direction, and management to the IT Service Desk team, including hiring, coaching, performance evaluation, and workforce planning.</li><li>
Assist in the development, planning, and management of the IT Service Desk budget, including forecasting costs for internal IT resources, technology needs, licensing, hardware lifecycle refresh, and operational expenditures.</li><li>
Establish and oversee daily operations of the Service Desk, ensuring timely resolution of incidents, requests, and escalations.</li><li>
Lead the design, rollout, and continuous improvement of procedures for triage, prioritization, and resolution of help desk requests.</li><li>
Partner with IT leadership to develop training programs and resources that improve end-user self-sufficiency and enhance service quality.</li><li>
Review, approve, and contribute to technical documentation, standard operating procedures, and knowledge-base content.</li><li>
Analyze team performance metrics; identify trends, implement process improvements, and ensure efficient use of resources.</li><li>
Oversee advanced troubleshooting and escalation management, collaborating with specialized IT teams when needed.</li><li>
Direct the procurement, deployment, lifecycle management, and inventory tracking for all end-user devices across the organization.</li><li>
Provide oversight for identity, network, email, and system access provisioning, including account creation, auditing, and deactivation processes.</li><li>
Ensure proper administration of directory services, authentication systems, and security groups.</li><li>
Manage the deployment, testing, and rollout of firmware and software patches across supported devices.</li><li>
Collaborate across IT teams and other departments to evaluate and improve service-related business processes.</li><li>
Perform other duties as assigned by IT leadership.</li></ul>
Requirements:
<ul><li>Bachelor&rsquo;s or equivalent relevant combination of education and experience</li><li><b>
Minimum 3-5 years of experience administering Microsoft Office 365 and Microsoft Exchange required.</b></li><li><b>
Minimum of 5 years of experience administering Windows Active Directory.</b></li><li>
Desired certifications/proficiencies include CompTIA A+, Network +, ITIL Foundation, Microsoft 365: Desktop Administrator, Jamf 100/200</li><li><b>
Minimum two (2) years of supervisory or manager experience (direct reports)</b></li><li><b>
Healthcare/Health care IT industry experience</b> <b>or experience supporting heavy regulated environments is required </b>(Preference given to candidates with Healthcare/Health care IT experience.</li><li>
Experience overseeing Microsoft Intune and Jamf administration, ensuring consistent enforcement of security best practices for Windows endpoints and mobile device management (MDM) platforms</li><li>
Experience in implementation and administration of infrastructure services like FTP, IIS, DNS, DHCP, GPO and CIFS.</li><li>
Experience with Cisco and/or Citrix product line or other applicable technologies<b> (Healthcare industry experience is a plus)</b></li><li>
Expertise configuring and maintaining Microsoft Windows, MacOS and iOS, including automation of common configuration and setup procedures</li><li>
Strong understanding of endpoint security principles, including secure configuration, policy enforcement, and compliance monitoring.</li><li>
Experience partnering with security or compliance teams to ensure adherence to organizational security standards and best practices.</li><li>
Knowledge of scripting languages (such as VBS, PowerShell) is a plus</li><li>
Strong foundation in Systems Administration principles, including systems automation, change management, capacity planning, documentation, etc.</li><li>
Advanced knowledge in using various remote tools for assisting users, troubleshooting, and resolving complex problems.</li><li>
Excellent verbal and written communication skills and able to work independently with minimal direction</li></ul><p><b><br>
Base Pay Overview</b></p><p>
OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.</p><p><br>
</p><p><b>Physical Requirements/Work Environment:</b></p><ul><li>
Constant interpersonal skills, teamwork, and customer service. Frequent creativity, mentoring, presentations/teaching. Occasional decision making and independent judgment or action.</li><li>
Reading, speaking, writing, and understanding English.</li><li>
While performing the duties of the job, the employee is regularly required to sit for long periods of time; stand and walk; use hands to finger, handle or feel; reach with hands and arms.</li><li><b>
This position requires a virtual home-office environment, working remotely and will require that employees be on camera for all virtual meetings</b>.</li><li>
The role routinely uses standard office equipment such as computers and mobile devices.</li><li>
Travel may be required to support OCHIN&rsquo;s business requirements for Go-Live installations or training which may require travel by air, vehicle, or train.</li></ul><p><b>
COVID-19 Vaccination Requirement</b></p><p>
To keep our colleagues, members, and communities safe, OCHIN requires all employees&mdash;including remote employees, contractors, interns, and new hires&mdash;to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.</p><p><b>
Work Location and Travel Requirements</b></p><p>
OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position.</p><p>
Work from home requirements are:</p><ul><li>
Ability to work independently and efficiently from a home office environment</li><li>
High Speed Internet Service</li><li>
It is a requirement that employees work in a distraction free workplace</li></ul><p>
We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings</p><p><b>
Equal Opportunity Statement</b></p><p><i>
OCHIN is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.</i></p><p><i>
As an Equal Opportunity and Affirmative Action employer, OCHIN, Inc. does not discriminate on the basis of race, ethnicity, sex, gender identity, sexual orientation, religion, marital or civil union status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.</i></p><p><b>
#LI-Remote</b></p></div>

HEALTH CARE MANAGER, IT SERVICE DESK

Technatomy Corporation

<div><div><div><div><div><div><div><div><p>At Technatomy, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer&rsquo;s success. We provide solutions to agencies and entities including the Department of Veterans Affairs, Department of Defense, Defense Logistics Agency, National Institute of Health, and more. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.</p></div><div><p><b>
If this sounds like an environment where you can thrive, keep reading</b>!</p></div><div><p>
We are seeking an experienced Help Desk Queue Manager to oversee Collaboration Services support operations within a large Federal Microsoft 365 enterprise environment under the Enterprise Messaging, Collaboration, Authentication, and Office 365 (EMCAO) program. This role manages Microsoft 365 Collaboration Services ticket queues supporting core applications, ancillary applications, and eDiscovery. Operating at the Tier III level, the Help Desk Queue Manager ensures effective ticket prioritization, workload distribution, escalation management, incident response coordination, and adherence to established service level performance standards within a 24x7x365 operational environment.</p></div><div><p><b>
DUTIES AND RESPONSIBILITIES:</b></p></div><div><ul><li><p>
Manage daily operations of Collaboration Services ticket queues within ServiceNow.</p></li></ul></div><div><ul><li><p>
Ensure accurate prioritization and assignment of tickets based on business impact and urgency to meet defined response and resolution targets.</p></li></ul></div><div><ul><li><p>
Maintain adherence to service level performance standards, ensuring rapid engagement for mission-impacting issues and timely restoration of services.</p></li></ul></div><div><ul><li><p>
Coordinate response for high-impact and critical incidents, ensuring proper communication, visibility, and technical escalation when required.</p></li></ul></div><div><ul><li><p>
Monitor queue health, ticket aging, and backlog trends to proactively prevent SLA degradation.</p></li></ul></div><div><ul><li><p>
Escalate complex or high-severity issues to appropriate technical resources to maintain service objectives and minimize operational disruption.</p></li></ul></div><div><ul><li><p>
Oversee incident lifecycle management from intake through resolution, ensuring documentation accuracy and audit readiness.</p></li></ul></div><div><ul><li><p>
Develop, document, and maintain Standard Operating Procedures (SOPs) outlining ticket management workflows and resolution processes.</p></li></ul></div><div><ul><li><p>
Review and update SOP documentation regularly to reflect operational, technical, and process changes.</p></li></ul></div><div><ul><li><p>
Provide operational reporting and performance analysis to leadership, identifying trends and recommending service improvements.</p></li></ul></div><div><ul><li><p>
Drive continuous improvement initiatives to enhance responsiveness, efficiency, and overall service quality across Collaboration Services.</p></li></ul></div></div><div><div><p><b>
KNOWLEDGE AND SKILLS REQUIRED:</b></p><ul><li><p>
4+ years of relevant IT experience supporting enterprise service desk or help desk operations.</p></li></ul></div><div><ul><li><p>
Experience managing SLA-driven ticket queues within an enterprise IT environment.</p></li></ul></div><div><ul><li><p>
Experience supporting Microsoft 365 enterprise environments.</p></li></ul></div><div><ul><li><p>
Experience coordinating high-priority and critical incident response activities.</p></li></ul></div><div><ul><li><p>
Strong analytical, organizational, documentation, and communication skills.</p></li></ul></div><div><p><b>
KNOWLEDGE AND SKILLS DESIRED:</b></p></div><div><ul><li><p>
Experience working with Federal agencies, particularly the Department of Veterans Affairs, is a plus.</p></li></ul></div><div><ul><li><p>
Experience with ServiceNow.</p></li></ul></div><div><ul><li><p>
Familiarity with ITIL-based incident, problem, and service management practices.</p></li></ul></div><div><ul><li><p>
Experience developing operational dashboards and SLA performance metrics.</p></li></ul></div><div><p><b>
EDUCATION:</b></p></div><div><ul><li><p>
Bachelor&rsquo;s degree in Computer Science, Engineering, or a related discipline, or equivalent experience.</p></li></ul></div><div><p><b>
CLEARANCE:</b></p></div><div><ul><li><p>
Must be able to obtain and maintain a Public Trust clearance.</p></li></ul></div></div><div><div><p><b>
WORK LOCATION:</b></p></div><div><ul><li><p>
Remote</p></li></ul></div><div><p><b>
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.</b></p></div><div><p><b>
This position requires U.S. citizenship or </b><b>Greencard</b><b>.</b></p></div><div><p><b>
This position is contingent upon contract award.</b></p></div><div><p><b>
Technatomy Corporation is an Equal Opportunity Employer. It is the policy of Technatomy Corporation to afford equal employment opportunity regardless of race, color, religion, national origin, sex, age, marital status, disability or veteran status, or any other status protected by applicable law.</b></p></div></div></div></div></div></div></div></div><p></p>

Help Desk Queue Manager

Microland

<div><div><div><div><div><p><b>Job Description</b></p>:</div><div><div><b>
Education Qualification :
</b><br>
Engineer - B.E / B.Tech / MCA<br>
<br>
<b>Skills :</b><br>
Primary -&gt; Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Microland Skills | Execution Excellence | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Aptitude | Tasks Related Skills | 4 - Advanced
<br>
<br>
<b>Certification :</b><br>
Technology | IT Service Management Certifications | ITIL Intermediate Certificate<br>
<br>
This role will require interaction with a variety of IT teams and a demonstrable ability to influence individuals and teams is critical. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management.<br>
<br>
This role will also cover areas including, but not restricted to, the following.<br>
<ul><li>Aiding Service Management team on major issues</li><li>Driving the efficiency and effectiveness of the incident management process.</li><li>Monitoring the effectiveness of incident management and making recommendations for improvement.</li><li>Ensure timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals</li><li>Responsible for meeting targets of KPIs and SLAs</li><li>Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions</li><li>Providing information (input) to the Problem Manager</li><li>Client communications</li><li>Providing a point of escalation for user issues</li><li>Demonstrating and increasing the value proposition of the incident management team and IT operations.</li><li>Manage a team of 6 to 8 members and its associated activities</li></ul><br>
Technical Skills<br>
<ul><li>Experience in IT enabled services &ndash;IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)</li><li>Good knowledge of ITIL service management processes</li><li>ITIL Certified (Mandatory)</li><li>Experience of managing a team of 4 to 10 people</li><li>Should have independently driven major incidents (P1 and P2)</li><li>Worked in Incident, Problem and Change Management teams</li><li>Good Verbal and written communication</li></ul></div></div></div></div></div><div><div><div><div><p><b>
Location</b></p>:</div><div><p>
Saudi Arabia - Jeddah</p></div></div></div></div><div><div><div><div><p><b>
Created On</b></p>:</div><div><p>
18-Feb-2026</p></div></div></div></div></div><div></div>

Associate Lead - Service Management (SM4)

Vivo Infusion

<p></p><div><h3 class="jobSectionHeader"><b>VIVO Infusion, LLC</b></h3>
<p></p><h2 class="jobSectionHeader"><b>Director of IT Operations and Support</b></h2>
<h3 class="jobSectionHeader"><b>This position requires 10- 15% travel, with the remainder of the time working on-site from one of the Vivo corporate offices. We are not accepting remote candidates. Only those residing within a daily commutable distance to either Lakewood, CO, or Grand Rapids MI will be considered.</b></h3>
<p></p><h3 class="jobSectionHeader"><b>Vivo Infusion Director of IT Operations and Support:</b></h3>
<p>The Director of IT Operations and Support is responsible for planning, directing and managing the activities of major functions of the Department: service desk, de novos, network and infrastructure. The person in this role will serve as both a strategic and hands-on leader for the management and continuous improvement of IT operations and support. This includes integration, reliability, and security of IT operations, enabling the business to leverage technology strategically. The person in this role will be responsible for strategic planning and execution, operation management, budget management, policy reviews and procedure development, vendor management, and risk management. The person selected for this role will supervise direct reports and serve as a leader on the Information Technology Team. This person must have demonstrated ability to work across departments within the organization and with external stakeholders and manage both relationships and systems. If you're ready to make a difference and grow your career, apply today!</p>
<p></p><h3 class="jobSectionHeader"><b>Compensation:</b></h3>
<ul><li><h3 class="jobSectionHeader"><b>$140,000.00 - $175,000.00/year</b></h3>
</li><li><h3 class="jobSectionHeader"><b>20% paid yearly based on EBIDA performance</b></h3>
</li><li><h3 class="jobSectionHeader"><b>Private Equity for the Greater Good</b><b> - Company-wide Employee Ownership Program</b></h3>
</li></ul><h3 class="jobSectionHeader"><b>Benefits Offered:</b></h3>
<ul><li><h3 class="jobSectionHeader"><b>Medical, Dental, Life, Vision</b></h3>
<ul><li><h3 class="jobSectionHeader"><b>Option for HSA w/ Employer Contribution</b></h3>
</li></ul></li><li><h3 class="jobSectionHeader"><b>401K with Match up to 4%</b></h3>
</li><li><h3 class="jobSectionHeader"><b>PTO: Accrual 4+ weeks/YR, buy-back program (get paid for unused PTO), and PTO donation program to allow Vivo team members to donate to others in need</b></h3>
</li><li><h3 class="jobSectionHeader"><b>Wellness Reimbursement Program - $360 Annually</b></h3>
</li><li><h3 class="jobSectionHeader"><b>Employee Referral Bonus - Uncapped bonus potential</b></h3>
</li><li><h3 class="jobSectionHeader"><b>Tuition Assistance Program</b></h3>
</li><li><h3 class="jobSectionHeader"><b>Employee Assistance Program (Employer-provided)</b></h3>
</li><li><h3 class="jobSectionHeader"><b>Short &amp; long-term disability (Employer-provided)</b></h3>
</li><li><h3 class="jobSectionHeader"><b>Life Insurance (Employer-provided)</b></h3>
</li></ul><h3 class="jobSectionHeader"><b>Employment Type &amp; Schedule, FLSA Status:</b></h3>
<ul><li><h3 class="jobSectionHeader"><b>Full-Time</b></h3>
</li><li><h3 class="jobSectionHeader"><b>Schedule: Monday - Friday | 8:00 am - 5:00 pm</b></h3>
</li><li><h3 class="jobSectionHeader"><b>Exempt</b></h3>
</li></ul><p></p><h3 class="jobSectionHeader"><b>Reports to: </b><b>IT Director</b></h3>
<p></p><h3 class="jobSectionHeader"><b>Location: A Vivo Infusion Corporate Office; </b><b>Lakewood, CO or Grand Rapids, MI</b></h3>
<h3 class="jobSectionHeader"><b>This position requires 10- 15% travel, with the remainder of the time working on-site from one of the Vivo corporate offices. We are not accepting remote candidates. Only those residing within a daily commutable distance to either Lakewood, CO, or Grand Rapids MI will be considered.</b></h3>
<p></p><h2 class="jobSectionHeader"><b>Primary responsibilities:</b></h2>
<ul><li>Provides direction in the area of IT operations, including the implementation and maintenance of the enterprise-wide computers, system software, hosted services, Microsoft ecosystem, and wired and wireless networks.</li>
<li>Identify and mitigate potential risks to IT operations, ensuring business continuity and disaster recovery within the department as well as the recommendation and implementation of new investments within the technology infrastructure.</li>
<li>Oversee the entire network and system infrastructure ensuring proper configuration, implementation, maintenance, and monitoring of security firewalls, sites/software, servers, data and file encryption, and internet connections ensuring the availability and reliability of systems and networks.</li>
<li>Works to ensure consistency and maintainability of existing infrastructure environments through the creation, maintenance, and enforcement of well documented standards and procedures for the implementation of technical solutions.</li>
<li>Develops road map for annual IT operations. Contributes to the annual decision-making process that will produce an IT financial plan, which prioritizes the IT initiatives and incorporates them into the budget process. Assists in the preparation and administration of the department's operating and capital budgets. Develops and implements plans for implementing, maintaining, retiring and replacing systems. Prepares reports, plans requests for proposals. Prepares cost-benefit analysis of proposed IT changes and initiatives.</li>
<li>Consistently and successfully executes de novo projects on time.</li>
<li>Enforces security on all computer and network systems throughout the Company.</li>
<li>Work closely with the IT Security and Compliance team to ensure regulatory compliance is being met.</li>
<li>Manage relationships with technology vendors and ensuring optimal service delivery.</li>
<li>Keeping current of emerging technologies and trends and evaluating their potential for improving operation efficiency is a must.</li>
<li>Mentor IT personnels fostering a culture of continuous learning and professional growth.</li>
<li>Perform other related duties as assigned.</li>
</ul>
<p><i>To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</i></p>
<p></p><h2 class="jobSectionHeader"><b>Qualifications:</b></h2>
<ul><li>Bachelor&rsquo;s degree in information systems or equivalent years of experience.</li>
<li>Minimum of 4 years of experience in the IT industry in a similar role.</li>
<li>Understanding of NIST and HIPAA Security Rule is a must.</li>
<li>Industry certification is a plus but not required.</li>
<li>Strong working knowledge of Microsoft Entra ID, Microsoft 365 admin center, Sharepoint, Copilot, Microsoft licensing, Intune, e-mail migrations, and hybrid environments.</li>
<li>Working knowledge of a variety of telecommunication technologies and protocols, including VoIP, SIP, networking protocols, cloud-based platforms, and communication software.</li>
<li>Working knowledge of network protocols, including TCP/IP, VLans, QoS, DHCP, DNS and ethernet cabling.</li>
<li>Working knowledge of servers, virtualization, routers, switches, and firewalls.</li>
<li>Working knowledge of computer systems and operating systems.</li>
<li>Working knowledge of IT security protocols.</li>
<li>Excellent analytical and troubleshooting skills to identify and resolve complex issues quickly.</li>
<li>Ability to work in a fast-paced environment, manage multiple tasks, projects, and prioritize effectively.</li>
<li>Strong understanding of IT processes and procedures.</li>
<li>Experience supporting multi-site and geographically diverse locations.</li>
<li>Detail oriented with strong organizational skills.</li>
<li>Must be able to communicate professionally and effectively with other team members and vendors and is fluent in writing and speaking English.</li>
</ul>
<p></p><p><b>WORK</b><b> ENVIRONMENT &amp; PHYSICAL DEMANDS:</b></p>
<p>The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job:</p>
<p>The noise level in the work environment is usually moderate.</p>
<p>This role requires travel (10% - 15%) to Vivo clinics. The person in this position must be able to operate and drive a vehicle to work sites.</p>
<p>The employee is frequently required to sit and infrequently required to stand, kneel, bend, crouch, or crawl, lift and/or move up to 50 pounds. While performing the duties of this job, the employee is required to sit, stand; walk and talk, and hear. Requires excellent visual dexterity and manual dexterity; may occasionally install cables or equipment in tight physical environments.</p>
<p>Position may require working a non-traditional work schedule (periodically) or working outside normal business hours (responsibilities include working evenings and weekends when needed)</p>
<p><b>Vivo Infusion is an Equal Opportunity Employer.</b></p>
<p></p><p><b><i>RECRUITMENT PRIVACY STATEMENT | Notice to All Applicants:</i></b></p>
<p><i>Vivo Infusion posts all open positions on the Careers page of the company website: </i><i>https://vivoinfusion.com/careers/</i></p>
<p><i>Applicants will never be asked to provide personal identification information (e.g., SSN, Driver&rsquo;s License, Passport) or financial information (e.g., Banking Information) during the application and Interviewing process.</i></p>
<p><i>We may request:</i></p>
<ul><li><i>Contact details such as name, address, email address, and phone number.</i></li>
<li><i>Employment history including previous employers and job titles/positions.</i></li>
<li><i>Background information including academic/professional qualifications, job qualifications, education, certifications or licenses, details included in your CV/resume, transcripts, and employment references.</i></li>
<li><i>Nominated references including their name, contact details, employer, and job role.</i></li>
<li><i>Proof of your eligibility to work in the US.</i></li>
<li><i>Desired salary.</i></li>
</ul>
<p><i>If you have any questions or concerns about this Recruitment Privacy Statement or how we handle your personal data, please contact us at </i><b><i>855.478.1528</i></b><i> or emailing </i><i>Info@VivoInfusion.com</i><i>.</i></p></div>

Director of IT Operations and Support

ICE Consulting - Managed IT & Cybersecurity for Life Sciences

<div>
 <strong>
  Who We Are
  <br/>
  <br/>
 </strong>
 ICE Consulting is a privately owned, leading
 <strong>
  Managed IT Services Provider (MSP)
 </strong>
 established in
 <strong>
  1996
 </strong>
 . We specialize in delivering comprehensive IT support services, including
 <strong>
  Network &amp; Security
 </strong>
 ,
 <strong>
  UNIX/Linux &amp; Windows Engineering
 </strong>
 ,
 <strong>
  System &amp; Database Administration
 </strong>
 ,
 <strong>
  Help Desk Support
 </strong>
 ,
 <strong>
  VoIP Support
 </strong>
 , and
 <strong>
  complete IT infrastructure management
 </strong>
 .
 <br/>
 <br/>
 Our clients&mdash;small to mid-sized enterprises&mdash;depend on us for secure, efficient, and scalable technology solutions.
 <br/>
 <br/>
 We are seeking a
 <strong>
  hands-on, strategic, and people-focused Service Desk Manager
 </strong>
 to join our
 <strong>
  Asia Office in Lahore
 </strong>
 . This role will lead global support operations, manage the Asia-based Help Desk team, and ensure world-class service delivery for ICE Consulting's international clients.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 The
 <strong>
  Service Desk Manager
 </strong>
 will oversee
 <strong>
  IT support operations
 </strong>
 in a fast-paced
 <strong>
  Managed Service Provider (MSP)
 </strong>
 environment. The role includes managing a
 <strong>
  24/7 Help Desk team
 </strong>
 , coordinating with
 <strong>
  onsite engineers in the U.S.
 </strong>
 , ensuring SLA compliance, maintaining service quality, and improving operational efficiency through ITIL-aligned practices.
 <br/>
 <br/>
 The ideal candidate is technically sound, process-oriented, and an excellent people manager with strong leadership and communication skills.
 <br/>
 <br/>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  <strong>
   Key Responsibilities
  </strong>
 </strong>
 <strong>
  <strong>
   2. Team &amp; Resource Management
  </strong>
 </strong>
 <strong>
  <strong>
   3. Client Onboarding &amp; Offboarding
  </strong>
 </strong>
 <strong>
  <strong>
   4. Compliance &amp; Audit Support
  </strong>
 </strong>
 <strong>
  <strong>
   5. Quality Assurance &amp; Process Improvement
  </strong>
 </strong>
 <strong>
  <strong>
   6. ITIL &amp; Governance
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Service Delivery Management
  </li>
  <li>
   Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction.
  </li>
  <li>
   Coordinate with onsite, systems, and network teams to deliver seamless client support.
  </li>
  <li>
   Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication.
  </li>
  <li>
   Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives.
  </li>
  <li>
   Collaborate with Project Managers to review and refine all client communications before release.
  </li>
  <li>
   Lead and manage the Lahore-based Help Desk team, working closely with U.S.-based onsite engineers.
  </li>
  <li>
   Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution.
  </li>
  <li>
   Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards.
  </li>
  <li>
   Provide coaching, mentoring, and training to develop team members' technical and customer service skills.
  </li>
  <li>
   Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans.
  </li>
  <li>
   Manage secure and efficient client offboarding processes with proper documentation and asset recovery.
  </li>
  <li>
   Partner with engineering and project teams to ensure seamless transitions and client satisfaction.
  </li>
  <li>
   Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.).
  </li>
  <li>
   Ensure internal processes and communication align with industry standards and regulatory expectations.
  </li>
  <li>
   Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality.
  </li>
  <li>
   Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas.
  </li>
  <li>
   Enforce consistent use of templates, documentation standards, and internal knowledge base updates.
  </li>
  <li>
   Apply ITIL best practices across incident, request, change, and problem management processes.
  </li>
  <li>
   Use ITSM platforms (e.g., ConnectWise) for service delivery, reporting, and governance.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications &amp; Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum 5 years of Tier II end-user support experience, with at least 3 years in a managerial or supervisory role.
  </li>
  <li>
   Bachelor's degree in Computer Science, Information Technology, or related field.
  </li>
  <li>
   Proven experience leading support teams in an MSP or IT services environment.
  </li>
  <li>
   Strong technical knowledge of Windows (7-11), macOS, mobile devices, and cloud platforms (O365, Gmail).
  </li>
  <li>
   Experience with Microsoft Intune, Google Workspace, VMware Workspace ONE, and JAMF for device management.
  </li>
  <li>
   Familiarity with MDM tools, endpoint security solutions, SSO/MFA platforms (Okta, OneLogin), and VoIP systems (RingCentral, Vonage).
  </li>
  <li>
   Excellent leadership, documentation, and communication skills for managing cross-functional global teams
  </li>
 </ul>
</div>


Service Desk Manager

Wallis Companies

<div><div><p>The <b>IT Operations Manager</b> provides leadership and oversight for Wallis Companies&rsquo; infrastructure and technical support operations. This role supervises the Help Desk and Systems teams, leads strategic vendor relationships, and ensures service delivery, uptime, and cost-effective technology use. The IT Operations Manager plays a key role in technology planning, incident management, and departmental performance reporting. By balancing daily execution with strategic oversight, this role ensures reliable, scalable, and secure IT operations that align with business objectives.</p><br>
<p></p>
<p><b>
RESPONSIBILITIES BY COMPETENCY:</b></p>
<p><i>
(bolded text denotes an essential function of the position)</i></p>
<p>
 <b>Business Results Orientation</b></p>
<ul>
<li><b> </b>Ensure operational effectiveness across Help Desk, infrastructure, and support functions.</li>
<li>Monitor service delivery metrics, ticketing system performance, and response times.</li>
<li>Oversee staging, asset tracking, and on-call support processes.</li>
<li>Track and report infrastructure costs and usage for budgeting and optimization.</li>
<li>Maintain the vendor and contract tracker to monitor renewals, service levels, and ownership across IT.</li>
<li>Oversee cybersecurity policy development in collaboration with the IT Systems Manager and ensure alignment with organizational standards.</li>
</ul>
<p><b>Communication</b></p>
</div>
<div><ul><li>Report regularly to the Director of IT on support trends, infrastructure stability, and vendor performance.</li>
<li>Serve as a communication bridge between technical teams and executive leadership.</li>
<li>Coordinate cross-functional communication during outages, escalations, and critical events.</li>
<li>Ensure team alignment with IT goals and policies through consistent messaging and follow-up.</li>
</ul>
<p><b> </b><b>Technical Expertise</b></p>
</div>
<div><ul><li>Provide leadership in incident management, escalation paths, and root cause analysis.</li>
<li>Maintain high-level understanding of systems infrastructure, cloud environments, and end-user support needs.</li>
<li>Evaluate and support decisions on infrastructure platforms, tools, and lifecycle refreshes.</li>
<li>Collaborate with the IT Systems Manager to ensure system uptime and proper resource allocation.</li>
</ul>
<p> <b>Customer Service Orientation</b></p>
</div>
<div><ul><li>Promote a service-first culture throughout the Help Desk and Systems teams.</li>
<li>Review support escalations, ticket trends, and customer satisfaction data for continuous improvement.</li>
<li>Oversee quality control processes including documentation standards, user feedback, and follow-up procedures.
 </li></ul><p><b>Developing Talent</b></p>
</div>
<ul><li>Provide coaching, feedback, and growth opportunities for the Help Desk Manager and IT Systems Manager.</li>
<li>Lead by example in documentation discipline, customer service, and continuous improvement.</li>
<li>Support IT&rsquo;s succession planning and ensure that institutional knowledge is retained and shared.</li>
<li>Contribute to staff performance evaluations and training recommendations.</li>
<li>Ensure functional teams are regularly reviewing and updating IT policies under their purview.</li>
<li>Establish and oversee adherence to change management protocols for IT operational systems and services.</li>
</ul>
<p> <b>Vendor Management</b></p>
<ul>
<li> Own strategic vendor relationships for infrastructure, cloud services, networking, and security solutions.</li>
<li>Lead contract renewals, Service Level Agreement (SLA) evaluations, and quarterly vendor performance reviews.</li>
<li>Collaborate closely with the IT Systems Manager and the Microsoft 365 (M365) Administrator, who maintain day-to-day technical coordination with vendors.</li>
<li>Escalate vendor issues as needed and ensure alignment with organizational requirements.</li>
</ul>
<p><b>Technology Strategy</b></p>
<ul>
<li> Actively participate in IT strategy development, roadmap planning, and organizational technology assessments.</li>
<li>Represent the IT Operations branch in department-wide planning and coordination efforts.</li>
<li>Identify and recommend new tools, platforms, and practices to improve efficiency and reduce risk.</li>
<li>Support project resource planning by coordinating availability and workload across direct reports.</li>
</ul>
<p><b>Safety</b></p>
<ul>
<li> <b>Adhere to all company IT security policies and immediately report any security incidents to the supervisor</b></li>
<li><b>Proactively identify and report unsafe conditions within IT systems or operations, recommending corrective actions</b></li>
<li> <b>Lead by example in practicing safe IT operations and adhering to company safety policies</b></li></ul><br>
<p></p>
<p><b>
Supervisory Responsibilities</b></p>
<p><b>
 </b><b>Direct: </b>Help Desk Manager, IT Systems Manager</p>
<p><b>
</b><b> </b><b>Qualifications</b></p>
<p><i>
(bolded font denotes an essential qualification of the position)</i></p>
<p><b>
 </b>To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
</p><p>Education:<b> </b>Required: Equivalent to a High School diploma, Preferred: Associate&rsquo;s or Bachelor&rsquo;s degree in Information Technology, Business, or a related field.
</p><p>Experience:<b> 3-5 years of IT experience in an infrastructure, systems, or technical support with increasing leadership responsibilities</b></p>
<ul><li> Demonstrated ability to mentor and develop technical staff, with a proven track record of contributing to team growth and organizational knowledge. Broad exposure to infrastructure, cloud services, networking, and security operations.</li></ul>
<p>
Language Skills: <b>Ability to read, write, speak, and understand English in a manner </b><b>that is sufficient for effective communication with groups of managers, clients, customers and the general public</b></p>
<p>
Skills and Abilities:
</p><p><i>(May be representative but not all-inclusive of those commonly associated with the position)</i></p>
<p><b>
 </b>Strong leadership, communication, and organizational skills.</p>
<ul>
<li>Familiarity with IT support frameworks, infrastructure environments, and vendor management best practices.</li>
<li>Ability to prioritize and manage across multiple operational areas while maintaining attention to detail.</li>
</ul>
<p>Technology, Tools, and Equipment:
</p><ul><li>Ticketing and IT Service Management tools (ITSM) tools (e.g., iSupport), Microsoft 365, Teams, Excel, Power BI</li>
<li>Knowledge of network and cloud platforms, asset management systems, and security solutions</li>
</ul>
<p> Certifications, Licenses, and/or Registrations:</p>
<ul>
<li>Advanced certifications consistent with the Wallis Tech Level Matrix (e.g., Microsoft, CompTIA, cloud, networking, or security credentials).</li>
<li>Certifications are weighted within the Tech Level Matrix (difficulty, time, and relevance) and contribute to advancement.</li>
<li>Preferred examples include IT Infrastructure Library (ITIL) Foundation, CompTIA Security+/Net+, Microsoft Azure (AZ-900, AZ-500, AZ-700), or equivalent certifications.</li>
<li>Equivalent combinations of certifications, years of service, and applied expertise may be considered in line with Tech Level thresholds.</li>
<li>Valid driver&rsquo;s license required</li></ul><br>
<p></p>
<p><b>
PHYSICAL DEMANDS</b></p>
<p>
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p>
<div>
<div><div><div><p><b>Amount of Time</b></p></div><div><br>
<p><b>
None</b></p></div><div><br>
<p><b>
Under 1/3</b></p></div><div><br>
<p><b>
1/3 To 2/3</b></p></div><div><br>
<p><b>
Over 2/3</b></p></div><div><br>
<p><b>
Amount of Time</b></p></div><div><br>
<p><b>
None</b></p></div><div><br>
<p><b>
Under 1/3</b></p></div><div><br>
<p><b>
1/3 To 2/3</b></p></div><div><br>
<p><b>
Over 2/3</b></p></div></div><div><br>
<div>
<p>See:
</p><p>Must be able to read computer screen and reports.</p></div><p></p><div><br>
<p>
X</p></div><div><br>
<p>
Lifting</p></div></div><p></p><div><br>
<div>
<p>Stand/Walk:</p>
<p>
Occasional visits to other locations in the building.</p></div><p></p><div><br>
<p>
X</p></div><p></p><div><br>
<p>
Up to 10 pounds:</p></div><p></p><div><br>
<p>
X</p></div></div><div><br>
<div>
<p>Sit:</p>
<p>
Must be able to perform work at desk, computer, etc.</p></div><p></p><div><br>
<p>
X</p></div><div><br>
<p>
Up to 25 pounds</p></div><p></p><div><br>
<p>
X</p></div></div><p></p><div><br>
<div>
<p>Touch/Grasp/Feel:</p>
<p>
Must be able to input electronic data, manipulate paper, use phone system</p></div><p></p><div><br>
<p>
X</p></div><div><br>
<p>
Up to 50 pounds</p></div><p></p><div><br>
<p>
X</p></div></div><p></p><div><br>
<div>
<p>Climb or balance:</p></div><p></p><div><br>
<p>
X</p></div><p></p><div><br>
<p>
Up to 100 pounds</p></div><div><br>
<p>
X</p></div></div><p></p><div><br>
<div>
<p>Stoop, kneel or crawl:</p></div><p></p><div><br>
<p>
X</p></div><p></p><div><br>
<p>
Over 100 pounds</p></div><div><br>
<p>
X</p></div></div><p></p><div><br>
<div>
<p>Talk or hear:</p>
<p>
Must be able to communicate in person and on telephone system</p></div><p></p><div><br>
<p>
X</p></div></div><p></p><div><br>
<div>
<p>Working conditions:</p>
<p>
 Office atmosphere</p></div><p></p><div><br>
<p>
X</p></div></div><br>
<p></p>
</div>
</div><p></p><p><i>Disclaimer:</i></p>
<p>
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Wallis Companies reserves the right to make changes to job descriptions as needed with or without notice to affected employees. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws. This job description does not establish a contract for employment..</p></div>

IT Operations Manager

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