Service Desk & End User Support Manager

How you’ll make an impact: 

At Strata Decision Technology, we empower healthcare organizations with cutting-edge financial planning and performance tools that drive better decisions and healthier outcomes. As we grow, we’re looking for an IT Service Desk Manager to lead our Service Desk and End-User Support functions—championing operational excellence, innovation, and an AI-first approach to how we deliver IT services. 
 
If you’re a dynamic leader with a passion for enabling teams, improving systems, and leveraging AI to transform IT operations, this is your opportunity to make a tangible impact. 

Leadership & Strategy 

• Define and execute the vision for a high-performing, high-satisfaction IT Service Desk. 
• Build a culture of continuous improvement, accountability, and service excellence. 
• Drive alignment with business goals and partner closely with HR, Security, and Engineering to support critical employee lifecycle processes. 
• Partner with IT leadership to mature incident, request, change, and problem management processes. 
• Implement structured SOPs, playbooks, and escalation paths to ensure accountability across the team.

Playbook & Process Development 

• Oversee the day-to-day performance of the IT Service Desk, ensuring responsive, high-quality support for internal users and adherence to SLAs. 
• Ensure on/offboarding activities are completed within defined SLAs while providing a measurable, repeatable, and delightful experience.  
• Enforce clean role based access controls 
• Collaborate with Security, Infrastructure, and GRC to ensure Audit readiness. 

Drive AI-First Transformation

• Bring an automation-first mindset—implementing AI tools and intelligent workflows to simplify repeatable tasks, boost team efficiency, and enhance the end-user experience. 
• Promote scalable self service and automation first response to reduce manual workloads and improve efficiency. 

Manage IT Assets and Vendors 

• Oversee hardware/software inventory, lifecycle management, and vendor partnerships to ensure timely procurement and cost-effective service delivery.  
• Stay abreast of technical requirements from various teams and make recommendations for hardware upgrades to support performance requirements.  
• Ensure seamless device transition and provisioning workflows.  

Measure What Matters 

• Establish and track KPIs, service metrics, and dashboards to monitor support performance.  
• Regularly identify and report on trends, and areas for improvement on data-driven insights. 
• Mentor and Empower a High-Performing Team  
• Lead, coach, and grow a team of support professionals.  
• Foster a culture of accountability, customer focus, and technical innovation. 
• Upskill support to improve service delivery.  
• Set clear goals, provide ongoing feedback, and support career growth. 
• Foster a collaborative, customer-obsessed team culture. 

Collaborate Across the Business  

• Act as a strategic liaison between the Service Desk and internal teams, helping to align IT services with evolving business needs. 
• Work with Desktop engineering to support and optimize laptop provisioning.  
• Represent the function across the organization. 

What we’re looking for: 

• 7+ years of experience in IT Support, End-User Services, or ITSM functions, with at least 4+ years in a managerial role. 
• Experience leading and developing direct reports in a high-demand, customer-centric environment. 
• Proven experience designing and scaling internal support processes with measurable outcomes. 
• Deep understanding of ITIL, SLA/OLA frameworks, and helpdesk platforms (e.g., Jira Service Management, ServiceNow). 
• Passion for creating world-class employee experiences — you measure success in smiles and solved tickets. 
• Strong interpersonal skills and the ability to influence across departments. 
• Proven ability to identify and implement AI and automation tools to streamline workflows and scale support operations. 
• Excellent communication, leadership, and change management skills. 

Estimated Salary Range: $95,000 - $120,000

Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.