Senior Manager, IT Service Desk

McKesson is an impact-driven, Fortune 10 company seeking a strategic and results-driven Senior Manager of IT Service Desk to lead its IT support operations. The role involves overseeing the delivery of high-quality technical support services, managing a team, and driving continuous improvement in user experience, incident resolution, and operational efficiency. The ideal candidate will have a strong knowledge of ITIL framework and service management principles, experience with enterprise ticketing systems, and proven ability to manage cross-functional teams and drive change in a fast-paced environment.

Requirements

• Leadership & Strategy: Lead and mentor a team of IT Service Desk analysts and technicians across multiple locations.
• Operational Excellence: Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
• Technology & Tools: Evaluate and optimize service desk tools, ticketing systems, and knowledge bases.
• Customer Experience: Champion a customer-first culture, ensuring end-users receive prompt, courteous, and effective support.
• Compliance & Reporting: Ensure compliance with internal policies, security standards, and regulatory requirements.
• AI & Automation Strategy: Develop and implement a roadmap for AI-driven and automated service desk solutions.
• Data-Driven Decision Making: Utilize AI-powered analytics to monitor service desk performance, predict support trends, and proactively address potential issues.

Benefits

• Competitive salary and performance bonuses
• Comprehensive health, dental, and vision benefits
• Retirement savings plans
• Professional development and certification support
• A collaborative and inclusive work environment