Overview
On Site
Depends on Experience
Full Time
Skills
ITSM
Service Desk
IT Support
ServiceNow
NOC/SOC
Retail
Healthcare
Manager
JIRA
System Analytics
Change Management
Problem Management
Job Details
About GSPANN
GSPANN is a digital transformation partner helping organizations accelerate innovation and deliver exceptional customer experiences. With over 20 years of expertise, we specialize in data, analytics, cloud, digital commerce, customer experience, and AI-driven solutions. We work with Fortune 500 companies and global enterprises across industries, providing consulting, technology, and managed services. Our team of passionate professionals blends strategic thinking, technical expertise, and business acumen to deliver scalable and impactful solutions. At GSPANN, we pride ourselves on being small enough to care, large enough to deliver.
GSPANN is a digital transformation partner helping organizations accelerate innovation and deliver exceptional customer experiences. With over 20 years of expertise, we specialize in data, analytics, cloud, digital commerce, customer experience, and AI-driven solutions. We work with Fortune 500 companies and global enterprises across industries, providing consulting, technology, and managed services. Our team of passionate professionals blends strategic thinking, technical expertise, and business acumen to deliver scalable and impactful solutions. At GSPANN, we pride ourselves on being small enough to care, large enough to deliver.
Manager IT Service Desk & Healthcare Support
Job Type: Long Term Contract
Job Location: Vienna, VA or Raleigh, NC (Onsite Job)
Experience Range: 9+ years
About the Role
We are looking for a Manager IT Service Desk & Healthcare Support to lead our Service Desk and Healthcare medical devices support teams. This role requires strong leadership, a customer-first mindset, and proven experience in managing service delivery across modern cloud and legacy environments.
You will be responsible for ensuring IT services are delivered to agreed-upon standards, managing a high-volume support organization, and collaborating with internal teams, vendors, and Managed Service Providers (MSPs) to deliver business-critical services.
You Will
- Lead the Service Desk and Healthcare Medical Devices Support teams, collaborating with both internal and external stakeholders.
- Ensure IT services meet Service Level Agreements (SLAs) in quality, performance, and operability.
- Manage daily operations of a service-focused organization handling 300+ daily support requests (Incidents, Service Requests, Problem Management, and Asset Management).
- Monitor performance metrics to ensure customer satisfaction and optimize service delivery.
- Leverage system analytics for resource optimization and continuous improvement.
- Participate in Change and Release Management across legacy and cloud environments.
- Provide leadership, mentoring, and skill development opportunities to team members.
- Serve as a key collaborator with internal teams, vendors, and Managed Service Providers (MSPs).
- Lead procurement of clinical equipment, budget tracking, and stakeholder alignment.
- Coordinate organization-wide communications during major incidents and outages.
- Develop and implement methods to enhance processes, workflows, and automation adoption.
About You
8+ years leading onshore and offshore Service Desk, NOC/SOC, and IT support teams across modern cloud and legacy environments.
Experience in a multi-location retail environment (required).
Healthcare and medical devices experience (preferred).
Strong servant leadership and customer-first mindset.
Hands-on execution with broad technology exposure and stakeholder management.
Excellent communication skills (verbal and written) with technical and non-technical audiences.
Exceptional attention to detail and ability to establish structure in evolving settings.
Strong knowledge across multiple layers of the technology stack.
Working knowledge of business and financial principles.
Can-do attitude, problem-solving mindset, and ability to work in fast-paced environments.
Familiarity with HIPAA/HITECH, PCI DSS, US Data and Privacy Regulations.
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