Service Desk Manager

Location : Austin, TX (Hybrid - Onsite several days per week)

Reports To : Senior Director of IT & Digital Transformation

Schedule : M-F, 8am-6pm (some flexibility for after-hours events or major incidents)

About Tarrytown Expocare Pharmacy

Tarrytown Expocare Pharmacy is a national long-term care pharmacy specializing in serving individuals with intellectual and developmental disabilities (IDD). Headquartered in Austin, TX, we provide prescription medication and clinical administrative services to patients across multiple states. Our mission is to deliver compassionate care, compliant processes, and reliable service to every partner we support.

About the Role

We are seeking a Service Desk Manager to lead the day-to-day operations of our IT Service Desk, drive process improvement, and strengthen communication between IT, Operations, and our external MSP.

This individual will oversee ticket management, analytics, documentation, automation, and communication related to IT services. They will build dashboards and reports that track performance, streamline routing, and improve response times across multiple support channels (portal, email, phone, and chat).

The ideal candidate is both a strategic thinker and a hands-on problem solver , able to handle escalations (Level 1 / 2) while designing a scalable support framework that aligns with our pharmacy network's growth and compliance needs.

What You'll Do

Operational Management

• Oversee all incoming IT tickets, ensuring timely triage, categorization, and resolution across internal teams and the MSP.
• Maintain visibility into ticket queues, backlog, and SLAs to ensure service consistency and accountability.
• Create and maintain analytics dashboards that track KPIs such as first-response time, resolution rate, SLA adherence, and recurring incident types.
• Design and maintain value stream maps across all communication modalities - portal, email, phone, and chat - to visualize bottlenecks and optimize workflows.

Automation & Routing

Communication & Stakeholder Management

Documentation & Knowledge Management

CSAT & Feedback Loops

Training & Enablement

Quarterly MSP Reviews

Continuous Improvement

Hands-On Support

What You Bring

Required

Preferred

Tarrytown Expocare is an equal opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.