IT Service Desk Manager

Start your next chapter at Revecore! For over 25 years, we’ve been at the forefront of specialized claims management, helping healthcare providers recover meaningful revenue to enhance quality patient care in their communities. We’re powered by people, driven by technology, and dedicated to our clients and employees. If you’re looking for a collaborative and diverse culture with a great work/life balance, look no further. 

As part of our team, you’ll be rewarded with:

• Medical, dental, vision, and life insurance benefits from the start of your employment
• 12 paid holidays and flexible paid time off
• 401(k) contributions
• Employee Resource Groups that build community
• Career growth opportunities
• An excellent work/life balance
  
  
  

Location: Hybrid - Cherry Hill, New Jersey

As Revecore’s Service Desk Manager, you will:

Oversee the day-to-day operations of the service desk team to ensure that end users receive the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

The Role: 

Management Responsibilities

• Lead and manage the Service Desk team, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Manage the helpdesk platform, including implementing new features, new queues, and overseeing platform upgrades, outages, and renewals.
• Oversee the tracking and management of IT assets, including onboarding and offboarding.
• Oversee and coordinate with vendors and service providers for desktop-related services and support contracts.
• Ensure established service level agreements (SLAs) are met and ensure compliance.
  
  
  

Service Desk Operations

• Oversee the processing of incoming calls to the Service Desk via telephone, email, chat, or other means to ensure courteous, timely, and effective resolution of end-user issues.
• Conduct root cause analysis and implement solutions to reduce incident recurrence.
• Monitor desktop systems for security breaches and vulnerabilities.
• Ensure compliance with security standards and protocols.
• Ensure the Service Desk team adheres to ITIL processes and standards.
• Conduct regular training sessions for the service desk team to enhance their skills and knowledge.
• Develop and implement service desk policies and procedures, including those for incident management, service request management, and problem management.
• Collaborate with IT leadership to identify and address service desk-related issues and improvements.
• Create and maintain documentation for desktop configurations, processes, and procedures.
  
  
  

You’ll be successful if you have:

• 5+ years of experience in a service desk or help desk supervisory or management role.
• Strong leadership and team management skills.
• Familiarity with ITIL/ITSM practices and frameworks.
• Proficiency in using ManageEngine ServiceDesk Plus software or similar ManageEngine tools.
• Proficiency in MS-O365, ConnectWise Automate, ThirdWall, SentinelOne, etc..
• Experience with regulatory and legislative authorities including but not limited to CJIS, HIPAA, PCI, and PII preferred
  
  
  

It would be helpful to have:

• ITIL Foundation certification; advanced ITIL certifications are preferred.
• Other relevant certifications (e.g., HDI Support Center Manager, PMP) are a plus.
• Bachelor’s degree in computer science, Information Technology, or a related field; or equivalent work experience.
  
  
  

Hybrid Work Requirements: 

• This position requires regular on-site attendance.
• After-hours or weekend work may be required to address urgent issues or perform maintenance.
• A quiet, distraction-free environment is needed to work from your home.  
• A secure home internet connection with speeds >20 Mbps for downloads and >10 Mbps for uploads is required.
• A home-based workspace area that accommodates all workstation equipment and related materials and provides adequate surface area to be productive.  
  
  
  

Revecore is an equal opportunity employer that does not discriminate based on race, color, religion, sex or gender, gender identity or expression, sexual orientation, national origin, age, disability status, veteran status, genetic information, or any other legally protected status.   

  

We believe that a diverse workforce fosters innovation and creativity, enriches our culture, and enables us to better serve the needs of our clients and communities. We welcome and encourage individuals of all backgrounds, perspectives, and abilities to apply.