Service Desk Manager The Service Desk Manager will be responsible for overseeing all related operations of the support center, servicing all internal and external customers of Keck Medicine of USC. The Service Desk provides a centralized resource to answer questions, troubleshoot problems, and facilitate solutions to known issues. Methods of contacting the Service Desk include inbound phone calls, ITSM service portal, emails, and Now Virtual Agent. In collaboration with the Service Desk supervisors, the manager will ensure that all SLAs are being met across all verticals. In addition to maintaining daily operations, this role will be responsible for developing plans and road maps that consistently enable the forward movement of the service desk and enhancing service levels. The manager will be accountable for consistently evaluating and evolving standards and processes related to the service center. This role will ensure that current and future technologies are utilized or being planned. The manager will be responsible for building strong relationships internal to IT and the business to ensure proper communication and delivery of information is taking shape in an appropriate, efficient manner. This role will require strong analytical and written skills to help interpret data and provide direction on the next steps both to their immediate team and business partners. Minimum Education Bachelorrsquos Degree Minimum Experience 5+ years work experience in IT Management role with teams of at least 20+ resources Must demonstrate excellent writtenspoken and communication skills Demonstrated experience in leading teams-oriented collaboration sessions Demonstrated knowledge of report evaluation and analytics Proven experience in implementing and supporting service-oriented tools Proven experience in service-related concepts, practices and procedures including ITIL methodologies.