Service Desk Manager (Permanent Remote)

The Service Desk Manager oversees and enhances the daily support operations, leading a team of 8+ direct reports, with the opportunity to significantly impact the development of our rapidly expanding company's IT support structure.
We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home within the U.S. or from our headquarters office in Bethesda, MD.

Primary Duties:

• Manage the day-to-day operations of the service desk, ensuring efficient and effective support for all users across multiple locations; act as an escalation point for complex issues, ensuring timely resolution and minimal disruption to business operations.
• Lead, mentor, and develop a team of 8 direct reports, fostering a culture of excellence and continuous improvement; analyze service desk performance metrics, generate reports, and identify areas for improvement to enhance service delivery.
• Implement and optimize service desk processes and workflows to enhance user satisfaction and streamline issue resolution; develop and maintain documentation, including SOPs and knowledge base articles, to facilitate efficient problem-solving.
• Collaborate with cross-functional teams to ensure seamless integration of IT services and solutions.
• Oversee vendor relationships and manage service level agreements to ensure high-quality support and cost-effectiveness.

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 10+ years of experience in Information Technology support roles.
• 5+ years of experience in Service Desk management.; demonstrated experience in managing a team of at least 5-10 direct reports.
• 5+ years of experience in vendor management.

Preferred knowledge, skills, and/or abilities:

• Proven track record of implementing service desk improvements resulting in enhanced user experience; extensive experience in crafting diverse forms of documentation (SOPs, slides, graphs, charts, etc.).
• Excellent communication skills with the ability to interact effectively with stakeholders at all levels, both verbally and in writing.
• Experience and proficiency in working within the Jira Service Management ticketing system; ability to customize reports and utilize Jira's functionalities for efficient tracking of Service Level Agreements (SLAs).
• Excellent time management and organizational skills, adept at tracking tasks and managing projects; meticulous attention to detail and ability to remain composed under high-stress situations.
• Willingness and ability to oversee full life-cycle staff management, including implementing PIPs and other disciplinary actions when necessary; willingness and capability to cover gaps in staffing due to absences.
• Familiarity with the ITIL framework.

Physical Requirements:

• Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
• Availability for on-call duties 24x7 as necessary.

Who We Are:Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:Flexible work schedules and the ability to work remotely are available for many rolesHealth, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners Robust time off plan 21 days of PTO in your first year 2 P