Job Description
Welcome to AMN Healthcare — Where Talent Meets Purpose
Ever wondered what it takes to build one of the largest and most respected healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and exceptional people like you.
At AMN Healthcare, we don’t just offer jobs — we build careers that make a difference.
Why AMN Healthcare? Because Excellence Is Our Standard:
- Named to Becker’s Top 150 Places to Work in Healthcare — three years running.
- Consistently ranked among SIA’s Largest Staffing Firms in America.
- Honored with Modern Healthcare’s Innovators Award for driving change through innovation.
- Proud holder of The Joint Commission’s Gold Seal of Approval for Staffing Companies since 2006.
Location: Dallas, TX or San Diego, CA (Onsite, 5 days/week)
***This role does not provide sponsorship or H1b transfers.
Job Summary
The Senior Manager, IT Infrastructure & Support leads the delivery of high-quality, consistent technical support services that meet or exceed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). This role ensures adherence to ITIL best practices while driving process improvements and team development in a dynamic environment.
Job Responsibilities
- Team Leadership: Own and manage the Service Desk team, including selection, career development, training, promotions, performance reviews, and staffing decisions.
- Service Delivery: Ensure efficient and timely first- and second-level support on a 24/7 basis.
- Customer Engagement: Serve as the primary point of contact for critical issue resolution and customer concerns.
- Knowledge Management: Maintain and enhance a central knowledge base for rapid issue recovery and minimal service disruption.
- Incident Management: Invoke escalation procedures, coordinating communication, resources, and root cause analysis.
- Cross-Functional Collaboration: Represent the Service Desk in projects, system go-lives, and releases.
- Operational Decision-Making: Make daily decisions and solve problems related to Service Desk operations.
- Budget Ownership: Develop and manage budgets for staffing, procurement, and departmental expenditures.
Key Skills
- Broad technical expertise with ITIL and IT Service Management best practices.
- Strong leadership and coaching capabilities.
- Excellent verbal, written, and interpersonal communication skills.
- Flexibility for off-hour support and involvement in service disruptions.
Qualifications
Education & Experience
- Bachelor’s degree + 5–7 years of IT experience OR High School Diploma/GED + 9–11 years of IT experience.
Leadership Experience
- Minimum 2–3 years of experience managing managers (manager-of-managers role) in IT operations or service desk environments.
- Proven ability to lead large teams (30+ members including offshore resources) and drive performance improvements.
- Demonstrated success in coaching, mentoring, and succession planning for both FTEs and contractors.
Technical & Operational Experience
- Experience managing IT service desk operations for organizations with 1,000+ employees.
- Hands-on experience with ServiceNow or similar ITSM platforms.
- Familiarity with remote-control software, call center systems, and incident management processes.
- Background in managing call center environments and leveraging offshore resources for cost optimization.
Work Environment / Physical Requirements
- Work is performed in an office/home office environment.
- Team Members must have the ability to operate standard office equipment and keyboards.
- Team members may be asked to lift, carry, push, or pull objects. This position requires the ability to move equipment or packages up to 10 pounds. Team members may occasionally ascend/descend a ladder to service the lights and/or ceiling fans. Team members may also be asked to install or service equipment, including under desks, resulting in kneeling, stooping, or crouching.
AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.
Our Core Values
● Respect ● Passion ● Continuous Improvement ● Trust ● Customer Focus ● Innovation
At AMN we embrace the ways we are similar and different; respecting all voices and ensuring everyone has the opportunity to contribute to our collective success. We acknowledge our shared responsibility to foster a welcoming environment where everyone feels recognized and valued. We cast a wide net to recruit and retain competitive talent and build healthcare workforces supportive of the communities we serve. We believe in the power of compassion and collaboration to build healthy communities where access to quality care is available to all. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
At AMN we recognize that in-person connections have value and promote collaboration. You will be expected to come into an AMN Healthcare office at a frequency dependent on the work arrangement for your role.
Pay Rate
$133,000 - $158,000 Salary
Final pay rate is dependent on experience, training, education, and location.