Service Desk Manager

Job Description

Garner Health is seeking a Service Desk Manager to lead its IT service desk and manage day-to-day SaaS administration. This is an individual contributor role focused on incident management, request fulfillment, and continuous improvement. The Service Desk Manager will be the primary point of contact for IT support, oversee operations in Freshservice, and ensure the team receives fast, reliable, and secure tech support. This role is based in Garner Health's New York City office, requiring in-office work three days a week.Responsibilities include:

• Operating the IT service desk in Freshservice, managing incidents and requests.
• Monitoring SLA performance, service metrics, and ticket trends.
• Maintaining and improving service desk workflows and documentation.
• Helping manage IT Support response by MSP.
• Fulfilling IT service requests such as software access and hardware deployment.
• Administering key SaaS platforms including Okta, Jamf Pro, Google Workspace, and Slack.
• Identifying trends to reduce ticket volume and improve the employee IT experience.
• Ensuring Zoom Rooms, conference room AV setups, and office printers are operational.

Garner Health requires:

• 5+ years of IT administration experience in a fast-paced environment.
• Experience running ITSM operations in Freshservice or similar platform.
• Excellent communication and documentation skills.
• Hands-on experience with Okta, Jamf Pro, Google Workspace, Slack, and other SaaS tools.
• Deep experience with macOS in the workplace.
• Familiarity with IAM, MDM, and endpoint security policies.
• Working knowledge of ITIL best practices and compliance frameworks like SOC 2.
• Authorized to work lawfully in the United States of America.

Garner Health offers:

• Equity incentive plan
• Flexible PTO
• Medical/Dental/Vision plan options
• 401(k)
• Teladoc Health