IT Service Desk Manager

Mosaic

Service Desk Manager driving operational stability, improving operational performance at Mosaic Health. Overseeing daily Service Desk operations across the organization.

Posted 5/20/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $98,605 - $147,907 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Drive consistency in incident, request, and escalation workflows
Ensure efficient and predictable ticket handling across teams
Oversee staffing and scheduling to maintain proper phone and extended hour coverage
Support and enforce the Continuous Shift Coverage model
Monitor queue performance and operational trends to guide improvements
Partner with leadership on operational priorities and service enhancements
Coach and develop supervisors, leads, and technicians
Ensure consistent service delivery across all Business Units

Requirements

What you’ll need

Strong understanding of Incident, Request, and Problem Management
Awareness of Change Management dependencies and operational impact
Ability to apply ITIL principles to daily operational decisions
Focus on service stability, quality, and customer experience
Strong working knowledge of ServiceNow workflows
Understanding of SLAs, assignment groups, and queue structure
Ability to use reporting and dashboards for operational visibility
Ensure data accuracy and process consistency within the platform

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Mosaic Website LinkedIn All Job Openings 1001 - 5000 employees Founded 1913 ⚕️ Healthcare Insurance 💳 Fintech 👥 B2C Healthcare Insurance
Fintech
B2C Mosaic is a national care delivery platform focused on expanding access to comprehensive primary care for consumers with coverage across Commercial, Individual Exchange, Medicare, and Medicaid health plans. IT Service Desk Manager Job not on LinkedIn 🔥 23 minutes ago 🏄 California – Remote 💵 $98.6k - $147.9k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Drive consistency in incident, request, and escalation workflows
Ensure efficient and predictable ticket handling across teams
Oversee staffing and scheduling to maintain proper phone and extended hour coverage
Support and enforce the Continuous Shift Coverage model
Monitor queue performance and operational trends to guide improvements
Partner with leadership on operational priorities and service enhancements
Coach and develop supervisors, leads, and technicians
Ensure consistent service delivery across all Business Units 🎯 Requirements
Strong understanding of Incident, Request, and Problem Management
Awareness of Change Management dependencies and operational impact
Ability to apply ITIL principles to daily operational decisions
Focus on service stability, quality, and customer experience
Strong working knowledge of ServiceNow workflows
Understanding of SLAs, assignment groups, and queue structure
Ability to use reporting and dashboards for operational visibility
Ensure data accuracy and process consistency within the platform Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Case Manager, Registered Nurse 🔥 26 minutes ago CVS Health 10,000+ employees ⚕️ Healthcare Insurance 🛒 Retail 🧘 Wellness Website LinkedIn All Job Openings Remote Case Manager RN responsible for health outcome improvement and member support. Joining a dedicated Costco Team to simplify healthcare from home. 🇺🇸 United States – Remote 💵 $60.5k - $129.6k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Clinical Case Manager – Behavioral Health 🔥 26 minutes ago CVS Health 10,000+ employees ⚕️ Healthcare Insurance 🛒 Retail 🧘 Wellness Website LinkedIn All Job Openings Clinical Case Manager providing telephonic clinical case management for Medicare population. Collaborating with teams for comprehensive assessments and care planning in a remote setting. 🇺🇸 United States – Remote 💵 $60.5k - $129.6k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Clinical Case Manager – Behavioral Health 🔥 26 minutes ago CVS Health 10,000+ employees ⚕️ Healthcare Insurance 🛒 Retail 🧘 Wellness Website LinkedIn All Job Openings Clinical Case Manager utilizing clinical judgment and advanced skills to support member health. Collaborating with multidisciplinary teams to ensure effective care planning and crisis intervention. 🇺🇸 United States – Remote 💵 $66.6k - $142.6k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Case Manager, Registered Nurse 🔥 26 minutes ago CVS Health 10,000+ employees ⚕️ Healthcare Insurance 🛒 Retail 🧘 Wellness Website LinkedIn All Job Openings Remote Case Manager RN providing personalized care coordination for better health outcomes. Conducting clinical assessments, developing care plans, and advocating for members' needs. 🇺🇸 United States – Remote 💵 $54.1k - $116.8k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Licensed Behavioral Health Clinician, Case Manager 🔥 26 minutes ago CVS Health 10,000+ employees ⚕️ Healthcare Insurance 🛒 Retail 🧘 Wellness Website LinkedIn All Job Openings Behavioral Health Case Manager leveraging clinical expertise for care coordination in a remote setting. Ensuring members receive appropriate support and guiding them through health journeys. 🇺🇸 United States – Remote 💵 $60.5k - $129.6k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager View More Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Applicant Tracking System Keywords

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Hard Skills & Tools

Incident ManagementRequest ManagementProblem ManagementChange ManagementITIL principlesServiceNow workflowsSLA understandingReportingDashboardsData accuracy

Soft Skills

CoachingDevelopmentLeadershipOperational prioritizationService delivery consistencyCustomer experience focusTeam collaborationPerformance monitoringProcess consistencyScheduling