Support Services Manager

JOB OVERVIEW:

Candidates for consideration must live in the Central Arkansas region.

Role and Responsibilities

The Support Services Manager is responsible for leading the organization’s end-user technology support functions, including service desk operations, desktop support, onboarding and offboarding, application support, endpoint administration, and specialty clinical or business software support such as EMR systems. This role provides operational leadership to support staff, owns continuous improvement of support tools and processes, and partners with business and technical stakeholders to improve user experience, service delivery, technology adoption, and support maturity. This individual must lead by example and embody the company’s Core Values in every decision and interaction, fostering a culture of trust, collaboration, and innovation with our clients as well as being a point of escalation.

Healix Core Values:

• Client Centric. We succeed when we help our clients succeed in serving their patients and members.
• Collaboration. We go out of our way to listen, help, and communicate with each other (Healix Client).
• Trust. We build trust with our clients and within our teams every day in every action and decision. We hold that trust special, remain accountable, and learn from our mistakes.
• Innovation. We continuously learn and embrace new technology and processes that provide real business value and secure solutions to Healix Client.
• Cost-Effective. We maximize our assets to their full potential, remain accountable for expenses, and manage third parties to uphold our expectations and Core Values.

Essential Functions/Responsibilities:

• Manage and continuously improve help desk, desktop support, service desk, onboarding, offboarding, and end-user application support operations
• Oversee ticket queues, triage standards, workload balancing, escalation practices, service-level expectations, reporting, and service performance metrics
• Own and improve the support ticketing platform, including request categories, service portal experience, department configuration, automations, CMDB data quality, operational modules, workflows, and reporting
• Lead support services process improvement initiatives using practical ITIL-aligned practices for incident management, request fulfillment, knowledge management, escalation, change coordination, and continuous service improvement
• Lead and assist support staff in resolving end-user issues through remote tools, in-person support, vendor coordination, and cross-functional escalation
• Support and coordinate resolution of issues related to desktop hardware, software, phones, printers, mobile devices, peripherals, connectivity, and supported end-user applications
• Administer selected endpoint and support-adjacent tools within delegated scope, including application packaging, assignment, and lifecycle management in Microsoft Intune, in coordination with the Systems team
• Provide management oversight for staff supporting specialty software platforms, including EMRs and other department-specific applications
• Support role-based access improvements by coordinating with business owners and technical teams to define, validate, document, and maintain security group mappings for common job functions and supported applications
• Collaborate with operational stakeholders to gather requirements, document workflows, evaluate user needs, and translate business requirements into practical support and implementation plans
• Coordinate and manage small to mid-sized software, hardware, endpoint, and user-facing technology implementation projects within the support services scope
• Plan and coordinate support-scope technology refreshes and migrations, including printer refresh initiatives, phone system migrations, and department-facing software integrations
• Ensure new or changed support processes, applications, devices, and workflows are communicated, documented, tested, and transitioned effectively to support staff and end users
• Create training materials to support new technology initiatives and end user self-service
• Maintain hardware inventories and warranty information, report on quantities, and initiate requests for upcoming needs
• Maintain knowledge management repositories by documenting issues, resolutions, standard procedures, and best practices
• Supervise, mentor, train, and develop support services staff, including staff responsible for general end-user support and specialty application support

Qualifications and Education Requirements:

• High School diploma required; Bachelor’s degree in IT or related field preferred
• Industry certifications such as A , Network , and ITIL preferred
• 10 or more years’ experience in IT support, service desk, desktop support, end-user computing, application support, or related technical support functions
• 5 or more years’ supervisory, team lead, or managerial experience in a technical support environment
• Experience supporting or overseeing support for business, clinical, or department-specific applications preferred
• Working knowledge of business analysis, workflow documentation, requirements gathering, UAT coordination, implementation planning, project coordination, and process improvement practices
• Proficiency in Microsoft Office Suite, Microsoft 365, Windows desktop hardware and software, endpoint support tools, ticketing platforms, and common end-user productivity platforms
• Familiarity with Microsoft Azure, Microsoft Intune, Entra ID security groups, endpoint management concepts, telephony support concepts, application administration, and healthcare technology environments preferred

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• IT Support/Desktop/End-User or related: 10 years (Required)
• supervisory or managerial IT support environment : 5 years (Required)

Work Location: Hybrid remote in Little Rock, AR 72201

Salary : $59,294 - $85,613