Manager, IT Service Desk
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- 80526 Requisition #
- 📅
- 2 days ago Post Date
Come Join Our IT Team as a Manager, IT Service Desk at Main Line Health (Radnor, PA)!
Could you be our Manager, IT Service Desk?
Why work as a Manager, IT Service Desk with Main Line Health?
Make an Impact!
Lead the front line of IT support across Main Line Health, ensuring a seamless and reliable experience for clinical and business teams. You’ll own the end-to-end performance of our Service Desk and Walk-Up Experience Desk—driving service excellence, minimizing disruptions, and enabling productivity across the organization.
Lead & Inspire!
Manage and mentor a high-performing team of Service Desk Analysts and Team Leads providing 24/7/365 support. You’ll foster a culture of accountability, responsiveness, and exceptional customer service while guiding your team through complex incidents and high-impact situations.
Drive Continuous Improvement!
Champion a culture of innovation by analyzing trends, improving workflows, and enhancing service delivery. You’ll leverage KPIs and SLAs to optimize performance, implement best practices, and elevate the overall IT support experience.
Shape the Digital Experience!
Take ownership of the IT Walk-Up Experience Desk strategy—creating a visible, high-touch support model that builds trust, accelerates issue resolution, and enhances the digital workplace for our employees.
Join a Purpose-Driven Team!
At Main Line Health, we are committed to delivering exceptional care—and that starts with supporting our people. Join a collaborative, inclusive environment where your leadership directly impacts patient care through technology.
Position Details
Role: Manager, IT Service Desk
Compensation Range: $101,857.60 - $157,809.60
Location: Radnor, PA - Hybrid (2-3 Days On-Site per week)
Shift: Day (with flexibility to support a 24/7 operation as needed)
Position-Specific Benefits
100% Employer Funded Pension Plan & 403(B) with company match - secure your retirement with both!
240 hours (6 weeks) of Paid Time Off Annually
Free Parking + No City Wage Tax (if living outside of city limits)
Employee discounts across a wide range of services and vendors
Up to $6,000/Year with Tuition Reimbursement based on Full-Time or Part-Time Status + Guild Grow Programs to earn new certifications and career paths -with no cost upfront!
Key Responsibilities
Lead daily operations of the IT Service Desk and Walk-Up Experience Desk, ensuring timely and effective resolution of incidents and requests
Oversee after-hours support vendors, ensuring performance, accountability, and continuous improvement
Drive Major Incident Management, including communications and coordination across IT teams
Establish and optimize workflows, processes, and procedures to improve efficiency and service quality
Monitor and act on key performance metrics (SLAs, KPIs, First Contact Resolution, MTTR, etc.)
Lead Knowledge Management efforts, ensuring accurate and accessible documentation for IT systems and services
Partner across IT and business teams to ensure seamless support and service delivery
Experience
Minimum of 5+ years of leadership experience
At least 3 years managing a high-volume Service Desk environment
Education
Bachelor’s degree in Technology, Clinical, or related field (or equivalent technical certifications) required
Certifications (Required/Preferred)
HDI Support Center Manager preferred
ITIL Foundations preferred
ITIL Intermediate (or higher) preferred
Additional Qualifications
Experience supporting enterprise healthcare systems (EMR/EHR environments strongly preferred)
Strong knowledge of IT service management concepts across applications, hardware, operating systems, and access/security
Proven ability to lead, coach, and develop high-performing teams
Excellent communication skills with the ability to translate complex technical concepts into clear, user-friendly language
Strong analytical and problem-solving skills with a focus on continuous improvement
Ability to thrive in a fast-paced, high-impact environment with shifting priorities
Make an Impact Today!
Main Line Health (MLH) with over 10,000 employees, is suburban Philadelphia's most comprehensive health care resource, offering a full range of healthcare services. Learn more about us.
Main Line Health is committed to the health and wellness of our employees. We offer competitive salaries, comprehensive benefits, generous paid time off, 403b savings plan, lucrative pension plan, tuition reimbursement, and more! Learn more about our benefits.
We are an EOE/Veterans/Disabled/LGBTQ employer. Main Line Health celebrates our differences and our similarities. Learn more about our Diversity and Inclusion culture.