What are the responsibilities and job description for the Desktop Support Manager position at Pascack Valley Medical Center?
Overview
Responsibilities
Qualifications
Ardent Health is a leading provider of healthcare in communities across the country. With a focus on consumer-friendly processes and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. We are driven by our purpose of caring for people: our patients, our communities and one another.
Located in Brentwood, Tennessee, Ardent has earned a reputation as one of the industry’s strongest and most innovative healthcare systems. Our facilities and clinics are consistently recognized among healthcare’s best employers. We recognize each hospital and clinic is as unique as the community it serves. We strive to maintain strong community ties through advisory boards, contributions, charitable care, education and outreach.
Ardent includes:
- 30 hospitals
- 280 sites of care
- 4,281 beds
- 24,000 team members
- 8,200 nurses
- 1,800 aligned providers
- 5.8M annual provider encounters
- 421 medical residents
Ardent makes considerable investments in people, technology, facilities, and communities, producing high quality care and extraordinary results. From newly constructed facilities and expanded services, to lifesaving technology and outstanding opportunities for employees, Ardent is committed to providing its hospitals and clinics the tools needed to succeed.
We believe it is this mix of corporate support and local autonomy that equips our teams for success.
Ardent Health's New Jersey market includes Hackensack Meridian Mountainside Medical Center in Montclair, Hackensack Meridian Pascack Valley Medical Center in Westwood, and a growing network of employed physician practices and outpatient clinics serving communities across northern New Jersey. In partnership with Hackensack Meridian Health, our teams are dedicated to delivering high-quality, patient-centered care through innovation, collaboration, and a shared commitment to improving the health of the communities we serve.
Job Overview:
The Desktop Support Manager provides leadership and strategic oversight for desktop support services across the organization. The position ensures reliable end-user technology operations, service excellence, and alignment with organizational goals. This role directs technical support resources, technology standards, and service delivery performance while promoting operational efficiency and customer satisfaction. The position influences technology outcomes through team leadership, process improvement, and continuous service optimization.
Responsibilities
- Leads desktop support operations to ensure effective and timely technology services.
- Directs team performance through coaching, mentoring, workforce planning, and performance management.
- Establishes desktop support standards, procedures, and service level expectations.
- Oversees incident escalation processes and resolution of complex technical issues.
- Manages endpoint hardware, software, asset lifecycle, and inventory controls.
- Collaborates with information technology leaders to support enterprise initiatives and priorities.
- Monitors operational metrics and prepares reports that drive service improvements.
- Ensures compliance with cybersecurity requirements, change management practices, and organizational policies.
- Evaluates and implements technologies that improve support efficiency and end-user experience.
- Manages vendor relationships, contracts, and support resources to support business objectives.
Qualifications
Job Requirements:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
- 5 years of desktop support, end-user computing, or information technology support experience.
- 2 years of leadership experience overseeing technical support teams.
- Knowledge of Microsoft Windows, endpoint management platforms, and enterprise productivity tools.
- Knowledge of Active Directory, networking concepts, and information technology service management practices.
- Skill in analyzing complex technical issues and implementing effective solutions.
- Ability to communicate effectively with technical and non-technical stakeholders.
- Ability to manage multiple priorities and lead teams in a fast-paced environment.
Preferred Job Requirements:
- Master's degree in a technology-related field.
- 7 years of desktop support or end-user computing experience.
- Information Technology Infrastructure Library (ITIL) Foundation certification.
- CompTIA A , Network , or Microsoft certification.
- Experience supporting healthcare technology environments.