Service Desk Manager at Tarrytown Expocare LLC

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Feb, 26

Salary

0.0

Posted On

06 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Desk, IT Operations, Leadership, ITIL Frameworks, Ticket Lifecycle Management, SLA Design, ConnectWise, ServiceNow, Reporting, Dashboards, SOPs, Troubleshooting, Customer Satisfaction, Automation, Communication, Stakeholder Management

Industry

Pharmaceutical Manufacturing

Description

Description Location: Austin, TX (Hybrid – Onsite several days per week) Reports To: Senior Director of IT & Digital Transformation Schedule: M–F, 8am–6pm (some flexibility for after-hours events or major incidents) About Tarrytown Expocare Pharmacy Tarrytown Expocare Pharmacy is a national long-term care pharmacy specializing in serving individuals with intellectual and developmental disabilities (IDD). Headquartered in Austin, TX, we provide prescription medication and clinical administrative services to patients across multiple states. Our mission is to deliver compassionate care, compliant processes, and reliable service to every partner we support. About the Role We are seeking a Service Desk Manager to lead the day-to-day operations of our IT Service Desk, drive process improvement, and strengthen communication between IT, Operations, and our external MSP. This individual will oversee ticket management, analytics, documentation, automation, and communication related to IT services. They will build dashboards and reports that track performance, streamline routing, and improve response times across multiple support channels (portal, email, phone, and chat). The ideal candidate is both a strategic thinker and a hands-on problem solver, able to handle escalations (Level 1/2) while designing a scalable support framework that aligns with our pharmacy network’s growth and compliance needs. What You’ll Do Operational Management Oversee all incoming IT tickets, ensuring timely triage, categorization, and resolution across internal teams and the MSP. Maintain visibility into ticket queues, backlog, and SLAs to ensure service consistency and accountability. Create and maintain analytics dashboards that track KPIs such as first-response time, resolution rate, SLA adherence, and recurring incident types. Design and maintain value stream maps across all communication modalities - portal, email, phone, and chat - to visualize bottlenecks and optimize workflows. Automation & Routing Develop and maintain automatic ticket routing logic in ConnectWise (or equivalent), integrating categorization, technician ownership, and escalation paths. Partner with automation vendors and internal teams (e.g., TJM Labs) to design bots or scripts that reduce manual workload and improve response times. Communication & Stakeholder Management Act as a primary communication liaison for IT events, outages, and major incidents across the organization. Documentation & Knowledge Management Create and maintain SOPs, troubleshooting guides, and knowledge base articles for internal and external teams. Standardize escalation paths, priority matrices (P1–P4), and ticket categorization schemes. CSAT & Feedback Loops Implement structured customer satisfaction (CSAT) surveys and follow-up mechanisms for all closed tickets. Analyze feedback trends to identify training needs, recurring frustrations, or process gaps. Training & Enablement Develop short, role-specific training modules or reference guides for pharmacy and operations teams. Conduct onboarding sessions for new employees on how to use IT systems, submit tickets, and leverage self-service options. Quarterly MSP Reviews Lead quarterly business reviews (QBRs) with the MSP to assess SLA performance, ticket volume trends, and automation opportunities. Collaborate with leadership to evaluate MSP contracts, quotes, renewals, and new service proposals. Continuous Improvement Monitor performance data and identify opportunities for improvement across the entire support lifecycle. Propose and implement quarterly process improvement initiatives to enhance responsiveness, accuracy, and automation adoption. Hands-On Support Provide Level 1–2 support when needed, particularly for high-impact or escalated incidents. Support onboarding/offboarding workflows, system access requests, and device provisioning. What You Bring Required 5+ years of experience in IT Service Desk or IT Operations, including 2+ years in a leadership or coordination capacity. Strong understanding of ITIL frameworks, ticket lifecycle management, and SLA design. Proficiency with ConnectWise, ServiceNow, or similar ITSM/ticketing tools. Experience building reports and dashboards (e.g., Power BI, Tableau, or ConnectWise Analytics). Demonstrated experience writing SOPs, process maps, and playbooks. Excellent communication and stakeholder management skills. Hands-on ability to troubleshoot Level 1–2 issues (hardware, software, access, and network). Preferred Experience collaborating with or managing MSPs. Familiarity with automation and scripting (Power Automate, Python, or PowerShell). Background in healthcare, pharmacy, or other compliance-driven industries. Certifications such as ITIL v4 Foundation, CompTIA Project+, or Service Desk Manager (SDM) certification. Bachelor’s degree in Information Systems, Computer Science, or equivalent experience. Tarrytown Expocare is an equal opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Responsibilities

The Service Desk Manager will oversee the day-to-day operations of the IT Service Desk, ensuring timely ticket management and process improvement. They will also act as a communication liaison for IT events and lead initiatives to enhance service delivery.