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Leads the delivery of secure and responsive IT support services within a regulated blood manufacturing environment. Manages Tier 1-2 service desk operations, ITIL processes, and ensures the availability of critical laboratory and manufacturing systems.
Requires a Bachelor's degree in IT or Healthcare Informatics and 7-10+ years of IT support experience, including 3+ years in leadership. Experience in healthcare, life sciences, or regulated manufacturing environments is mandatory.
Position Title: Service Desk Manager
Are you seeking daily adventure while advancing your career? Look no further.
SCOPE OF RESPONSIBILITY
The Manager, Service Desk (IT Operations & End-User Support) leads the delivery of reliable, secure, and highly responsive IT support services across a regulated blood manufacturing environment. This role is critical to ensuring uninterrupted operations supporting donor centers, laboratory systems, manufacturing systems, and patient-care-critical technologies.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Service Desk Leadership & Operations (35%)
Lead and oversee Tier 1–2 service desk operations supporting clinical, laboratory, and corporate users.
Ensure consistent, high-quality end-user support across all locations and functions.
Manage support coverage to meet the needs of a 24/7 operational environment.
Establish and manage SLAs and OLAs aligned with regulatory expectations and patient safety requirements.
Drive ITIL-based processes, including Incident, Problem, and Request Management.
Monitor service desk performance metrics and KPIs to ensure service effectiveness and efficiency.
Identify trends and implement improvements to reduce recurring issues and enhance user experience.
Ensure continuous availability of IT support for critical systems, including:
Laboratory Information Systems (LIS)
Donor Management Systems
Manufacturing Systems
ERP and Business Applications
Lead coordination and escalation for major incidents impacting business operations.
Support disaster recovery processes and operational continuity efforts.
Partner with Quality, Compliance, and Regulatory teams to ensure adherence to FDA, AABB, HIPAA, and GxP standards.
Ensure service desk processes align with audit and validation requirements.
Maintain accurate documentation and support audit readiness.
Develop, coach, and mentor a high-performing team of analysts and specialists.
Foster a customer-focused, service-oriented culture.
Manage vendor relationships for outsourced support services and service desk tools.
Monitor vendor performance against agreed SLAs.
Career advancement.
Engaging and exciting opportunity to SAVE LIVES.
Embody our Core Values of Commitment, Integrity, and Respect
Work to actively create experiences that inspire others to save lives, each and every day.
Embrace doing it right, making connections, and creating desired experiences.
Comply with all organizational policies and standards, including safety rules, and be willing to report actual and potential violations to the appropriate supervisor or manager.
Bachelor’s degree in Information Technology, Healthcare Informatics, or related field required
Master’s degree preferred
Experience
7–10+ years of experience in IT support, service desk, or IT operations
3+ years of leadership experience managing service desk or support teams
Experience in healthcare, life sciences, blood banking, or regulated manufacturing required
Strong knowledge of ITIL frameworks (certification preferred)
Experience working in validated systems and audit environments
Experience supporting 24/7 operations in a mission-critical environment
Familiarity with ITSM platforms (e.g., ServiceNow, Ivanti, Jira Service Management)
Experience with service desk analytics and reporting tools
Work Environment: Hybrid (combination of in-office and remote work)
Physical Requirements: Ability to sit or stand for extended periods
Travel: Occasional travel for site support or vendor engagements
Schedule: Standard business hours (Monday–Friday) with after-hours availability to support a 24/7 operational environment
Since 1975, Gulf Coast Blood has been one of the nation’s largest community blood centers, serving 170 hospitals across 26 counties. Headquartered in Houston, we support the world’s largest medical complex—the Texas Medical Center—while operating 18 donor centers and hosting more than 7,000 mobile blood drives each year. As an FDA-accredited nonprofit, we provide high-quality human cellular material for both scientific and therapeutic use.
Some Jobs Change Lives. Others Save Them.
Gulf Coast Blood is an Equal Employment Opportunity Employer. Qualified applicants for positions are considered without regard to race/ethnicity, color, religion, national origin, age, pregnancy, sex, sexual orientation, gender identity, transgender status, military status, protected veteran status, disability status, genetic testing results, or any other basis or characteristic prohibited by applicable law, statute, regulation or Executive Order.
Blood That Makes Breakthroughs Possible - Learn more at www.gulfcoastbloodresearch.org. Gulf Coast Blood’s expanded research support program partners with biotech, pharmaceutical, and academic institutions, leveraging donated blood to drive studies that spark medical innovation and improve patient outcomes. We also provide high-quality human cellular material for scientific and therapeutic use. Founded in 1975, Gulf Coast Blood is one of the largest community blood centers in the U.S., serving 170 hospitals across 26 counties. Based in Houston, we support the Texas Medical Center—the world’s largest medical complex—while operating 18 donor centers and more than 7,000 mobile blood drives each year. As an FDA-accredited, independent nonprofit, our mission is simple: to save and sustain lives by providing a safe supply of blood, biotherapies, and related services.
Offices: 1400 La Concha Lane, Houston, TX 77054, US
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