Senior Manager, Service Desk Operations

Philips
United States
Workplace: RemoteFull timeUSD 117,000 - 186,000 annuallyFunction: Customer Support (Service Desk)Experience: 7+ yearsEducation: bachelorsSkills: ["Leadership","Mentoring","Coaching","Accountability","Continuous improvement"]

Lead Service Desk Operations for North America, managing Service Desk Managers and Major Incident Management within an ITIL-aligned support model. Drive Level 1 day-to-day direction, triage quality, and first-contact resolution through knowledge and disciplined intake controls. Coach frontline teams, improve ticket flow by analyzing patterns, and close training gaps with job aids and knowledge articles. Ensure compliance with regulated support and audit-ready operating practices.

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Philips
Philips
2 hours ago

Senior Manager, Service Desk Operations

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead Service Desk Operations for North America, managing Service Desk Managers and Major Incident Management within an ITIL-aligned support model. Drive Level 1 day-to-day direction, triage quality, and first-contact resolution through knowledge and disciplined intake controls. Coach frontline teams, improve ticket flow by analyzing patterns, and close training gaps with job aids and knowledge articles. Ensure compliance with regulated support and audit-ready operating practices.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager level

Key Responsibilities

  • •Oversee Service Desk Managers and Major Incident Managers, providing day-to-day technical direction for Level 1 support operations.
  • •Improve triage quality and queue discipline, driving first-contact resolution using knowledge, known issue handling, and structured troubleshooting.
  • •Coach and develop Service Desk Managers and frontline staff on call control, documentation quality, customer communication, and professional growth.
  • •Analyze ticket patterns, reassignment trends, and handoff points to improve flow and reduce waste, holding managers accountable for continuous improvement.
  • •Promote compliance with regulated support processes and audit-ready documentation practices, maintaining performance management and development standards.

Pay and Benefits

Salary: USD 117,000 - 186,000 annually
Perks:401kHsaPaid Leave

Key Requirements

  • •7+ years of experience in enterprise technical support, service desk operations, or incident management within a complex ITSM environment.
  • •Deep knowledge of Level 1 support operations, triage methods, and service request/incident intake controls.
  • •Experience supporting PACS, DICOM, HL7, or clinical workflow environments; ServiceNow Fundamentals (or equivalent ITSM training) is a plus.
  • •Bachelor’s degree in Engineering, Medical, Science related field, or an equivalent combination of education and experience.
  • •Ability to work core business hours in a US time zone and provide leadership support during critical incidents or high-volume service events.
Experience:7+ yearsITSMEnterprise technical support
Education:Bachelor's
Skills:LeadershipMentoringCoachingAccountabilityContinuous improvement
Tech Stack:ITILITSMServiceNowPACSDICOMHL7

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Philips
Global health technology company focusing on diagnostic imaging, patient monitoring, and consumer health products. Philips develops medical devices, healthcare informatics, and solutions to improve patient care and personal well-being.
Industry: HealthTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Amsterdam, Netherlands
Founded: 1891
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn