Manager, Service Desk

Brief Description

Vitalant is seeking a Manager, Service Desk to lead the planning, organization, and daily operations of our Service Desk team in support of our life-saving mission. This role ensures reliable, responsive IT support across the organization—helping teams stay connected, productive, and focused on saving lives. Partnering closely with IT leaders across functions, the Manager oversees staffing, schedules, and skill coverage to ensure consistent service delivery throughout all operational hours.

This position offers the flexibility to work remotely from anywhere in Arizona in work-at-home role.

Our comprehensive total rewards support you, your family, and your future with:

• Medical, dental, and vision insurance
• 401K + 5% company match
• Tuition assistance up to $5k per year
• Free basic life and AD&D insurance
• Free short-and-long-term disability insurance
• Paid time off
• Employee Resource Groups
• Recognition and perks
  
  

As The Manager, Service Desk, You'll Get To

• Lead, manage, and develop a high-performing Service Desk team, ensuring consistent, high-quality customer service across all users.
• Hire, train, coach, and evaluate Service Desk staff while addressing performance, attendance, and personnel issues in alignment with policy and best practices.
• Establish and reinforce ITIL-aligned processes and Service Desk best practices to drive operational consistency and service excellence.
• Ensure effective incident management and escalation, serving as a senior escalation point for complex or sensitive issues.
• Build and sustain a culture of metrics and continuous improvement by defining, monitoring, and using KPIs to guide reporting and decision-making.
• Develop, communicate, and maintain a Service Desk strategy aligned with overall IT and business objectives, ensuring team understanding and engagement.
• Identify operational risks, inefficiencies, and recurring issues; implement corrective actions and coordinate workflows with cross-functional IT teams.

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• Partner in change and problem management activities (e.g., CAB/SCCB/ARB) to ensure Service Desk readiness and support for system and process changes.
• Oversee Service Desk communications to ensure timely, accurate, and audience-appropriate messaging.
• Manage budgets, policies, tools, and technologies while collaborating with IT and Information Security to ensure secure, scalable, and effective service delivery.
  
  

Requirements

Knowledge/ Education

• Bachelor’s degree or equivalent combination of education and experience required.
• Advanced knowledge of current computer technology, service desk best practices, and the integration of both into business operations required.
• Advanced knowledge of Operational Excellence, Continuous Improvement, or other accepted process improvement methodologies preferred.
• Advanced knowledge of Desktop Architecture and related services preferred.
• Knowledge and practical experience with ITIL preferred.
  
  

Licenses/ Certifications

ITIL, Six Sigma, or other relevant Service Desk / CI certification preferred.

Experience

• Seven years IT experience, Five years related experience required. To include:
• Customer support via Service Desk.
• Advanced knowledge operating in a culture of metrics and using them to drive change.
• Demonstrated advanced proficiency in one or more major Service Desk software suites.
• Experience managing a Service Desk team of twelve or more Analyst and Associates.
  
  

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Skills/Abilities

• Must possess the skills and abilities to successfully perform all assigned duties and responsibilities.
• Must be able to maintain confidentiality.
• Strong, interpersonal, written and verbal communication skills.
• Ability to work effectively with all levels of staff and management and provide consistently high levels of customer service.
• Good supervisory skills with the ability to effectively utilize and develop personnel to execute job tasks.
• Excellent planning, organizational, analytical, problem solving and prioritizing skills.
• Ability to plan and organize a diversified and heavy workload.
• Ability to make sound decisions and work well under pressure.
• Ability to work in a team environment and participate as an active leader and member of management.
• Proficient computer skills.
  
  

Summary

About Us

Vitalant is one of the nation’s largest nonprofit blood and biotherapies healthcare organizations, providing hospitals and patients across the U.S. a safe blood supply, specialized laboratory services, transfusion medicine expertise and world-renowned research. We have a network of 115 donation centers across the U.S. and host approximately 60,000 blood drives annually. Vitalant provides blood and special services to patients in more than 900 hospitals across the U.S. where millions of people depend on blood donations from our generous donors.

Job Posting Disclaimer

Please note: Vitalant does not currently hire individuals who reside in the following states — Alabama, Alaska, Delaware, Hawaii, Kansas, Maine, Massachusetts, Nebraska, Oklahoma, Rhode Island, Utah, and Vermont.

Vitalant is committed to fostering an inclusive workplace built on a foundation of respect, integrity, teamwork, and excellence. We create opportunities for employees of all backgrounds to feel valued, seen and heard. We believe this mission drives creativity and innovation, as employees experience an environment conducive to personal growth and career development.

EEO/Disabled/Veterans

Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to Careers@vitalant.org to let us know the nature of your request.

For more EEO information about applicant rights click here