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 & OperationsLead, 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 & MetricsDefine, 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 & ToolsOversee 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 SupportEnsure 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 CommunicationMaintain 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 QualificationsBachelor'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 QualificationsITIL 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.

Created: 2026-05-08