• IT Service Desk Manager

    Location US-DC-Washington, DC
    # Positions
    Current Opening
  • Overview

    Altarum is pleased to announce an opening for an IT Service Manager to join our Corporate IT Team. This position can work out of our office location in Ann Arbor, MI or Washington, DC.  As Service Manager, you will perform Tier 2 helpdesk duties, some Tier 1 duties, as well as supervise Tier 1 helpdesk staff.  You will supervise overall support for the desktop computing environment (PC, Mac, Desktop/Laptop), as well as printers, copiers, telephones, etc.  This will involve in-person support, but also considerable remote support.  You will also be responsible for the day-to-day operations of the Corporate IT Helpdesk.


    In the initial stages, the IT Service Manager will help establish the people, processes, and systems needed to provide high quality customer service, ensuring the service desk is completely customer-focused, with good onboarding process, and quick/ effective addressing of service requests. The IT Service Manager will be required to be to Tier 1 and Tier 2 support in the initial stages, in order to get a good understanding of the systems, the customer profiles, the strengths and gaps of the current support system. 


    • Supervise Tier 1 support team, who monitor and respond quickly to requests for IT services or support.
    • Establishes service performance metrics, monitors to ensure IT consistently achieves service goals, and provides daily, weekly, and monthly management reports.
    • Work with Tier 2 and Tier 3 team members to resolve advanced or complicated issues with respect to computing devices.
    • Identify staff training needs and coordinate training delivery.
    • Stay current on developments within the IT industry and provide recommendations on ways to optimize speed, reduce cost, etc.
    • Hire, develop, and retain a high-performing, effective, and diverse team.
    • Maintains a knowledge base enabling support technicians to quickly find solutions to service requests.
    • Isolate and troubleshoot problems at the workstation level, escalating to Tier 2 and Tier 3 assistance if needed or required.
    • Installs or assists service personnel in installation of hardware and peripheral components, such as monitors, keyboards, printers, and disk drives, following design or installation best practices.
    • Installs or assists service personnel in installation of hardware and peripheral components, such as monitors, keyboards, printers, and disk drives, following design or installation best practices.
    • Ensure the implementation and maintenance of fully documented procedures for imaging computing devices supported by Corporate IT.
    • Manage hardware inventory per location; provide quarterly reporting and refresh cycles.


    • Bachelor’s Degree in systems administration or related field or commensurate experience considered.
    • 3+ years of IT experience.
    • 1+ years of management experience.
    • Must have demonstrated ability to organize and manage distributed systems.
    • Requires being on call and the ability to respond to emergency issues during off hours
    • Strong background in IT service delivery with a proven track record of ability to meet business requirements.
    • Effective oral and written communication skills with a broad base of technical and non-technical audiences including project teams and multiple management layers.
    • Helpdesk Support experience in Windows environments; experience with performing desktop builds, fixes, repair, software installs & upgrades, and other troubleshooting tasks in a Windows 7/Windows 10 environment
    • Proficiency in ticketing systems such as Remedy, HEAT, or similar tools.
    • Experience in implementing technology lifecycles and refresh processes.
    • Good experience in application support, in addition to infrastructure support.
    • Experience with migration/upgrading systems from legacy to newer workstations.
    • Strong customer orientation and the ability to foster teamwork.
    • At this time we will only accept candidates who are presently eligible to work in the United States and will not require sponsorship 

    You’ll Earn Bonus Points if You Have:

    • Experience with Service Desk software.
    • Expertise in Microsoft Office, Microsoft Active directory, and operations management tools.
    • Familiarity with scripting tools.
    • Familiarity with building images.


    Altarum Institute (Altarum) is a nonprofit organization headquartered in Ann Arbor, Michigan. Altarum creates and implements solutions to advance health among vulnerable and publicly insured populations. Public sector clients include the U.S. Department of Defense, Department of Health and Human Services, Department of Agriculture, Department of Veterans Affairs, the Occupational Safety and Health Administration, and various state agencies nationwide. Altarum also serves clients in the philanthropic and private sectors. Areas of expertise include health data and analytics; value-based care; public health systems design, development and information exchange; behavioral health and substance use disorders; childhood and adolescent health; medical education; food and nutrition; consumer engagement; elder care; health disparities and equity; and military and veterans’ health.


    In addition to the meaningful and challenging work, Altarum offers an outstanding benefits program that includes paid time off, tuition reimbursement, 401k (5% employer contribution), a flexible work environment, and much more. We invite you to explore exciting and rewarding career opportunities with us. 


    Altarum provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


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