Description

At Vitalant, our lifesaving mission depends on reliable, secure technology that empowers our teams to serve donors, hospitals, and patients every day. We are hiring a Manager, Desktop Services to lead the strategy and delivery of enterprise-wide desktop support across Vitalant, its affiliates, and business units.

This leader will shape and execute a forward-thinking desktop services strategy-driving discovery, development, implementation, and ongoing support of desktop technologies that keep our organization running smoothly. The role oversees a geographically dispersed team of desktop support technicians, ensuring world-class service through strong leadership, talent development, and operational excellence.

With deep expertise in desktop technologies, architectures, and emerging trends, this individual will collaborate cross-functionally, lead desktop-related initiatives, and deliver secure, high-quality technology solutions that enable our workforce to stay focused on what matters most-saving and improving lives.

This position will work on-site at the Scottsdale, AZ National Office 5 days/ week.

Our comprehensive total rewards support you, your family, and your future with:

• Medical, dental, and vision insurance
• 401K + 5% company match
• Tuition assistance up to $5k per year
• Free basic life and AD& D insurance
• Free short-and-long-term disability insurance
• Paid time off
• Employee Resource Groups
• Recognition and perks

As the Manager, Desktop Services, you'll get to:

• Lead, mentor, and develop a geographically dispersed team of desktop support technicians, ensuring high performance, accountability, and exceptional customer service.
• Oversee hiring, training, performance management, and resolution of personnel matters.
• Drive adherence to Desktop Services best practices and ITIL standards, promoting a culture of reliability, responsiveness, and continuous improvement.
• Develop and execute the desktop services strategy in alignment with IT and organizational priorities, ensuring team understanding and engagement.
• Lead proof of concepts for new hardware and software solutions, recommending improvements that enhance operational efficiency and donor experience.
• Establish and leverage KPIs and service metrics to guide reporting, decision-making, and long-term performance improvements.
• Identify recurring issues, escalate trends, and partner in change management (including CAB participation) to ensure sustainable solutions.
• Collaborate cross-functionally with Architecture, Infrastructure, Information Security, and other IT teams to deliver a secure, high-quality desktop environment.
• Partner with end users to understand needs and ensure technology solutions effectively support business operations.
• Stay current on blood banking regulations and industry standards, implementing required changes as needed.
• Develop and manage departmental and capital budgets, supporting short- and long-range strategic planning.

Requirements

Knowledge/ Education

• Bachelor's degree or equivalent combination of education and experience required.
• Advanced knowledge of current computer technology, desktop architecture and desktop management best practices required.
• Asset and License management experience required.
• Advanced knowledge and proficiency in one or more major Service Desk software suites required.
• Advanced knowledge of desktop architecture standards, desktop data security, SCCM, patch management, Citrix VDI, active directory and related services required
• Advanced knowledge of Operational Excellence, Continuous Improvement, or other accepted process improvement methodologies preferred.
• Knowledge and practical experience with ITIL preferred.

Licenses/ Certifications
ITIL Foundation, Six Sigma, or other relevant Desktop Support certifications preferred.

Experience

• Seven years IT experience required. To include:
  • Five years desktop services/support experience.
  • Three years of supervisory experience.
  • Demonstrated experience utilizing best practice based standard operating procedures, key performance indicators (KPIs), and reports to provide visibility into the performance and quality of the desktop services team.
  • Recent management experience in an enterprise desktop environment of at least 4, 000 users.
• Cherwell suite experience preferred.
• Experience managing a desktop services team of twelve or more geographically dispersed desktop support technicians preferred.
• Experience using MS Project to manage desktop services projects and rollouts preferred.

Skills/Abilities

• Must possess the skills and abilities to successfully perform all assigned duties and responsibilities.
• Analytical thinker with excellent problem-solving skills and the ability to adapt to changing priorities and deadlines.
• Excellent planning, organization and time management skills including the ability to support and prioritize multiple projects.
• Must be able to maintain confidentiality.
• Strong, interpersonal, written and verbal communication skills.
• Ability to define and develop foundational components of Desktop Services -metrics, process, organization, tools, and skills required.
• Ability to work effectively with all levels of staff and management and provide consistently high levels of customer service.
• Strong management skills with the ability to effectively utilize and develop personnel to execute job tasks.
• Ability to plan and organize a diversified and heavy workload.
• Ability to make sound decisions and work well under pressure.
• Ability to work in a team environment and participate as an active leader and member of management.
• Proficient computer skills.

Summary

About Us

Vitalant is one of the nation's largest nonprofit blood and biotherapies healthcare organizations, providing hospitals and patients across the U.S. a safe blood supply, specialized laboratory services, transfusion medicine expertise and world-renowned research. We have a network of 115 donation centers across the U.S. and host approximately 60, 000 bl ood drives annually. Vitalant provides blood and special services to patients in more than 900 hospitals across the U.S. where millions of people depend on blood donations from our generous donors.

Job Posting Disclaimer

Please note: Vitalant does not currently hire individuals who reside in the following states - Alabama, Alaska, Delaware, Hawaii, Kansas, Maine, Massachusetts, Nebraska, Oklahoma, Rhode Island, Utah, and Vermont.

Vitalant is committed to fostering an inclusive workplace built on a foundation of respect, integrity, teamwork, and excellence. We create opportunities for employees of all backgrounds to feel valued, seen and heard. We believe this mission drives creativity and innovation, as employees experience an environment conducive to personal growth and career development.

EEO/Disabled/Veterans

Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to Careers@vitalant.org to let us know the nature of your request.

For more EEO information about applicant rights click here