Manager, IT Service Desk

Main Line Health • Radnor, PA

6h • Hybrid

About The Position

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)

Requirements

• Minimum of 5+ years of leadership experience
• At least 3 years managing a high-volume Service Desk environment
• Bachelor’s degree in Technology, Clinical, or related field (or equivalent technical certifications) required
• HDI Support Center Manager preferred
• ITIL Foundations preferred
• ITIL Intermediate (or higher) preferred
• 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

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

Benefits

• 100%25 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees