IS Support and Help Desk Manager

Job description

Scheduled Weekly Hours: 40 - Leads the day-to-day operations, performance, and continuous improvement of Sturdy Health’s technical Help Desk and Desktop Support services. Manages staff responsible for incident resolution, service request fulfillment, end-user support, device lifecycle activities, and customer experience across the organization. Establishes service standards, monitors operational metrics, ensures appropriate staffing and queue management, and drives accountability for service excellence. Serves as the primary escalation point for complex or high-impact issues, partners with IS and Sturdy Health business leaders to improve support workflows, and advances standardization, documentation, and knowledge management. Responsible for coaching, developing, and evaluating team members, aligning support operations with organizational priorities, and fostering a responsive, service-oriented support culture. This is an on-site position that may require call coverage. Knowledge or experience with any of the following applications or equivalent or technologies: • Computer Troubleshooting • End-User Training • Escalation Management • Help Desk / Desktop Support • Help Desk Management • Issue Resolution • Solution Delivery • Technical Support • Technical Troubleshooting • Upgrade Management • Performance Metrics • Ticketing/Tracking • IT Help Desk Software Manages: Desktop Systems Technician (PC Tech Staff), Systems Architect (Desktop) - End User Experience Education/Training: A bachelor’s degree is preferred in Information Technology, Computer Science, Healthcare IT, Business, or a related field. Work experience of 7+ years may be substituted in lieu of education. Experience or training related to healthcare IT, HIPAA, cybersecurity awareness, or clinical support environments is preferred. Licenses/Certification: Certifications that align with endpoint management, Microsoft administration, and IT service management are preferred . A+ Certification and additional certifications (Microsoft in particular) are a plus. Required Qualifications and Skills: Demonstrated leadership experience managing and leading end-user support, help desk, and desktop support operations including staff development, service metrics, process improvement, and operational oversight. Deep knowledge of Windows and iGel operating systems, end-user computing environments, and enterprise productivity applications, including Microsoft 365. Strong experience with supporting fat and thin client desktop environments. Strong experience troubleshooting complex technical issues and communicating technical concepts effectively to staff, leaders, and non-technical users. Experience developing staff through coaching, training, performance feedback, and day-to-day operational oversight. Ability to manage competing priorities, analyze service trends, and use metrics to improve operational performance and customer satisfaction. Ability to work with the Information Security Officer to keep the required desktop cyber components updated and function properly. Excellent communication, collaboration, organizational, and relationship management skills. Preferred Qualifications and Skills: Experience supporting a healthcare environment and understanding the urgency, service expectations, and operational demands of clinical and business users. Experience with Microsoft 365 administration tools, Entra ID, Intune, and endpoint management platforms. Knowledge of IT service management principles, ticketing platforms, knowledge base practices, and service level management. Experience using scripting or automation tools, such as PowerShell, to streamline support processes, deployments, or system administration tasks. Essential Job Functions: Desktop Support: Direct and oversee daily help desk and desktop support operations, ensuring timely, effective resolution of incidents and service requests, consistent application of service standards, and a high-quality end-user support experience. Monitor queue health, service levels, workload distribution, and support metrics; identify trends, establish improvement plans, and implement process enhancements that increase team efficiency, quality, and customer satisfaction. Project Work: Plan, prioritize, and oversee end-user technology initiatives and operational projects, including workstation refreshes, deployments, support tool improvements, and other service delivery enhancements, ensuring timely execution and effective use of resources. Partner with IT leadership, clinical and business departments, and external vendors to align support services with organizational needs, communicate project and operational status, and address risks, dependencies, or service gaps. Preventive Maintenance Tasks: Establish and oversee preventive maintenance, endpoint lifecycle, and operational readiness activities to support reliable performance of end-user systems and devices, including updates, replacements, configuration standards, and routine quality checks. Ensure team adherence to established procedures, documentation standards, and preventive practices; monitor results and adjust processes, staffing approaches, or training plans as needed to improve reliability and consistency. Hardware Deployments: Oversee hardware deployment and end-user device provisioning activities, including planning, scheduling, coordination, and quality control for computers, peripherals, and related equipment in a manner that minimizes operational disruption. Manage inventory planning, equipment standards, and vendor coordination to support timely delivery, accurate asset handling, and consistent deployment of properly configured and tested technology assets. Managerial Responsibilities: Directly supervise, coach, and develop help desk and desktop support staff. Performance management, goal setting, and staff evaluations Participation in hiring, onboarding, staffing, scheduling, and employee development Operational oversight of service processes, documentation standards, and team workflows Support for policy implementation, process improvement, and service accountability Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice in order to better support the end user. AGE AND DIVERSITY RELATED CRITERIA : Consistently treats patients, colleagues and visitors with the dignity and respect, while being sensitive to the differing needs of all age groups, backgrounds, characteristics, and cultures. ABILITY TO FULFILL JOB EXPECTATIONS : Must have the ability to the perform essential functions of the position, including required work hours, locations, and physical demands, without posing a direct threat to the health and safety of themselves or other individuals in the workplace, and with or without reasonable accommodation. PHYSICAL DEMANDS: Sit for extended periods of time. Use their hands to handle, control, or feel objects, tools, or controls. Repeat the same movements. See details of objects that are less than a few feet away. Speak clearly so listeners can understand. Understand the speech of another person. - Salary Range: $101,120.77-$157,957.62 - Salary Range Details The pay range displayed on each job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set, and education. This is not inclusive of the value Sturdy Health’s benefits package (if applicable), which includes among other benefits, healthcare/dental/vision and retirement. For annual salaries this is based on full-time employment. - Sturdy Memorial Hospital is an equal employment opportunity employer. There is no discrimination because of race, color, creed, age, gender, sexual orientation, national origin, veteran status or disability.