<p>A leading healthcare technology company is seeking an experienced interim IT Service Manager to lead its service desk team. This strategic role offers the opportunity to guide a high-performing group through a period of transition, drive operational improvements, and shape future support practices.</p><p><br></p><p>• Evaluate and optimize Freshdesk usage, especially queue setup and AI support features.</p><p>• Enhance client self-service capabilities using AI and data trend analysis.</p><p>• Lead and provide work direction to the service desk team.</p><p>• Act as a voice in incident response, including serving as incident commander when needed.</p><p>• Implement ITIL-aligned processes and best practices.</p><p>• Assess current support structure and recommend operational changes.</p>

<p>• Minimum of 5 years of experience as an IT Service Manager (ITSM).</p><p>• Expertise in Freshdesk or similar ITSM platforms, with the ability to set up queues, automations, and reporting.</p><p>• Strong knowledge of ITSM tools, and service desk management.</p><p>• Demonstrated ability to manage hybrid teams and adapt to fast-paced environments.</p><p>• Expertise in analyzing trends and implementing process improvements.</p><p>• Ability to analyze support trends and translate data into actionable improvements.</p><p>• Comfortable with ambiguity and shaping evolving roles and structures.</p><p>• Familiarity with SaaS environments and healthcare industry standards.</p><p>• Excellent communication skills and ability to engage with stakeholders effectively.</p><p>• Availability to work onsite in 2–3 days per week.</p>

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