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IT Service Desk Manager

San Antonio, TX · Healthcare

NOW HIRING: IT Service Desk Manager

Location: San Antonio, Texas (Onsite | Monday–Friday)
Industry: Healthcare
Salary: $80,000–$90,000 annually
Apply now by emailing: Janel@triquestx.com


About the Role

We’re looking for a proactive and hands-on IT Service Desk Manager to lead a team of three support specialists in delivering exceptional IT services in a fast-paced healthcare environment. This role blends leadership, technical acumen, and deep understanding of IT Service Management (ITSM) practices to enhance service delivery, improve performance, and drive operational excellence.


Key Responsibilities

  • Lead day-to-day operations of the IT Service Desk, mentoring and managing a team of three technicians

  • Apply ITSM principles to effectively handle incidents, service requests, changes, and problems

  • Monitor and report on SLAs and KPIs to ensure high service standards

  • Conduct regular team performance reviews, coaching sessions, and development planning

  • Serve as the senior escalation point for complex IT issues, ensuring swift and effective resolution

  • Collaborate with clinical and IT teams to align service delivery with organizational goals

  • Analyze support trends and recommend improvements in systems, processes, or training

  • Maintain up-to-date SOPs, support documentation, and onboarding materials

  • Ensure compliance with healthcare IT regulations and standards


Qualifications

Required:

  • 3+ years of IT support experience, including at least 1 year in a leadership role

  • Proven ability to manage SLAs and drive team performance

  • Strong working knowledge of ITSM tools (e.g., ServiceNow, Zendesk)

  • Broad technical troubleshooting skills (hardware, software, networking)

  • Excellent communication skills and a customer-focused mindset

  • Experience working in or with compliance-sensitive environments

Preferred:

  • Background in healthcare or other regulated industries

  • Certifications such as ITIL, CompTIA A+ / Network+, or Microsoft 365 Fundamentals


📩 Interested?
Email your resume to Janel@triquestx.com with the subject line: IT Service Desk Manager Application

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