Job Summary The IT Service Desk Manager oversees the daily operations of IT support team, ensuring exceptional customer service and the timely, efficient resolution of IT issues across the organization. This role manages support team performance to maintain high-quality technical assistance, effective service request handling, appropriate escalation, and continuous improvement of service delivery processes. Duties and Responsibilities + Demonstrate our core values of being patient centered, team focused, service driven, accountable, and innovative every day. + Manage the daily operations of the IT Service Desk, including team member scheduling, ticket management, and quality assurance. + Configure and maintain IT Service Management (ITSM) system and processes for multiple functional areas. + Maintain inventory of IT assets and manage software licensing compliance. + Monitor key IT Service Desk metrics—including response times, resolution rates, and customer satisfaction—and implement strategies to meet or exceed service level agreements (SLAs). + Lead and mentor a team of IT support specialists, providing guidance, training, performance evaluations, and professional development. + Oversee IT tickets to ensure all incidents and service requests are properly logged, prioritized, tracked, and resolved. + Develop and enforce standardized troubleshooting procedures, escalation paths, and knowledge base documentation. + Serve as the primary escalation point for complex or high-impact technical issues, providing support and ensuring timely resolution. + Collaborate with IT teams and other departments to improve service delivery and manage end-user communication during incidents or outages, ensuring transparency and timely updates. Consistently evaluate and recommend new tools, systems, or process improvements to enhance IT Service Desk efficiency and user experience. + Identify recurring issues and work with technical teams to implement long-term solutions. + Support onboarding and offboarding processes from an IT access and equipment perspective. + Evolve in your role when performing supplemental responsibilities as assigned. Qualifications Requirements and Qualifications + Bachelor's degree in a related field preferred; an associate degree plus 5 years of relevant experience may be considered. + Minimum of 5 years of experience in IT support or service desk environments, with at least 2 years in a leadership or management role. + Strong knowledge of IT Service Management (ITSM) tools and processes; Information Technology Infrastructure Library (ITIL) knowledge is desirable, certification is a plus. + Proficiency in service desk software and IT ticketing systems. + Demonstrated experience in effective communication, leadership, customer service, and problem-solving skills are highly desirable. + Experience managing performance metrics and reporting a plus. + Ability to lead through change, manage multiple priorities, and work under pressure. + Healthcare IT experience, including knowledge of HIPAA regulations and EMR/EHR systems, is a plus. + Computer skills required with minimum proficiency in Microsoft Word, Excel, Outlook, and Teams. Physical Demands + Manual and finger dexterity and eye-hand coordination to enter data and operate office equipment + Corrected vision and hearing within normal range to observe and communicate with patients, providers, and staff. + Frequently remaining in a stationary position, often sitting for prolonged periods working on a computer, telephone, copy/fax machine, and other office equipment + Occasional standing and walking required + Occasional lifting and carrying items weighing up to 10 pounds. Benefits We offer a comprehensive benefits package that includes health (with employer contribution), dental, and vision insurance, employer paid base life, and other voluntary benefits*. Time off benefits include paid combined time off (CTO) and seven paid holidays, plus a floating holiday after one year of service. Retirement benefits include a 401(k) with company contribution and profit sharing after one year of service. Qualified team members become eligible to participate in medical benefits on the 1st of the month following date of hire, and retirement benefits after 90 days. We also provide professional development opportunities, flexible work schedules, wellness incentives, healthy vending options, and relaxed dress code on Fridays. Our community-focused culture encourages participation in local events, fundraisers, and causes chosen by our team. We are committed to providing our employees with the resources they need to thrive both personally and professionally. *Other voluntary benefits include Voluntary Short Term Disability, Long Term Disability, Critical Illness, Accident Insurance, Supplemental Life Insurance, and legal and identity protection and pet insurance. Who We Are Excelsior Orthopaedics is a multi-specialty orthopedic practice that has been providing comprehensive care since 2002. We have multiple locations throughout the Western New York region and a free-standing ambulatory surgery center, Buffalo Surgery Center. Excelsior Orthopaedics offers a suite of in-house services including general orthopaedic evaluation and treatment, podiatry, physical & occupational therapy, nutrition counseling, sports training, outreach athletic training, orthopaedic express care, imaging, durable medical equipment, and an outpatient total joint program. Buffalo Surgery Center provides surgical and procedural treatments for orthopaedic, pain and spine, podiatry, total joint replacement, and gastrointestinal patients. Our mission is to transform the lives of our patients by restoring function and enhancing quality of life. We are committed to innovative care that is driven by patient needs and supported by the most skilled, experienced team in Western New York. The pay range for this position is determined based on several factors, including the candidate’s years of experience, qualifications, training, licenses, designations, and the overall market conditions. This job description does not state or imply that the duties and responsibilities listed are the only ones required of this position. Team members in this role will be required to perform other job-related duties at the discretion of the employer and may have additional duties assigned as necessary. Excelsior Orthopaedics and Buffalo Surgery Center are committed to the full inclusion of all applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.