What are the responsibilities and job description for the Information Technology Help Desk Manager position at Confidential?
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.