Information Technology Help Desk Manager

PURPOSE:

The IT Help Desk Manager is responsible for leading the day-to-day operations of the IT Help Desk, ensuring timely, high‑quality technical support for all end users across a multi‑location healthcare organization. This role manages people, processes, and tooling to deliver reliable Tier 1 and Tier 2 support while continuously improving service quality, efficiency, user experience, and security outcomes.

The Help Desk Manager serves as a key bridge between frontline support staff, IT leadership, and business stakeholders, helping translate operational needs into scalable support processes.

Help Desk Leadership & Operations

• Lead, coach, and develop the IT Help Desk team, including hiring, onboarding, performance management, and professional growth.
• Oversee daily help desk operations, ticket intake, prioritization, escalation, and resolution across all supported locations.
• Ensure consistent support coverage during business hours and coordinate after-hours or on-call support as required.
• Act as the escalation point for complex or high‑impact end user issues.

Service Management & Metrics

• Define, track, and report on key service desk metrics (e.g., response time, resolution time, first-contact resolution, ticket volume trends).
• Ensure adherence to SLAs, support standards, and internal IT policies.
• Identify recurring issues and drive root cause analysis and continuous improvement initiatives.
• Maintain documentation for standard operating procedures, knowledge base articles, and end-user support guides.

Technology & Tools

• Oversee and optimize help desk tools, including ticketing systems, remote support tools, endpoint management platforms, and knowledge bases.
• Partner with infrastructure, security, and application teams to ensure smooth handoffs between Tier 1, Tier 2, and Tier 3 support.
• Support endpoint lifecycle management (provisioning, replacement, decommissioning) and user onboarding/offboarding processes.

Security & Compliance Support

• Ensure help desk practices align with security standards, HIPAA requirements, and internal IT governance policies.
• Promote secure user behaviors (MFA usage, phishing awareness, data protection practices) through consistent support and education.
• Assist with incident response activities related to endpoint, account, or access issues.

Stakeholder Communication

• Maintain strong relationships with department leaders and site managers to understand support needs and pain points.
• Communicate service impacts, outages, or systemic issues clearly and promptly.
• Contribute operational insights to IT leadership to support planning, budgeting, and roadmap decisions.

EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of IT support or help desk experience, including 2+ years in a supervisory or managerial role.
• Strong understanding of Windows, macOS, mobile devices, Microsoft 365, and enterprise identity/access concepts.
• Experience working in a regulated environment (healthcare, financial services, or similar preferred).
• Proven ability to lead teams, manage competing priorities, and improve service delivery.

Preferred Qualifications

• ITIL Foundation or similar service management certification.
• Experience supporting distributed or multi-site organizations.
• Familiarity with endpoint management (Intune, RMM tools), MFA solutions, and ticketing platforms.
• Healthcare IT experience strongly preferred.