Service Desk Manager

Position Overview:

We are seeking an experienced IT Service Desk Manager to lead our Service Desk support team. The ideal candidate will be responsible for ensuring the delivery of high-quality IT support services, facilitating seamless technology integration, and enhancing operational efficiency to support our mission of providing exceptional care to individuals in recovery.

Key Responsibilities:

• Team Leadership:
• Manage and mentor a team of help desk technicians, providing support, training, and performance evaluations.
• Foster a collaborative and positive work environment that encourages professional growth.
• Service Delivery:
• Oversee daily operations of the IT Service Desk, ensuring timely response and resolution of technical issues.
• Develop and implement standard operating procedures to enhance service quality and efficiency.
• User Support:
• Act as the primary point of contact for IT-related inquiries from staff and clinicians, ensuring a user-friendly experience.
• Analyze and resolve complex technical issues, escalating as necessary.
• System Management:
• Maintain and manage IT support tools and ticketing systems, ensuring effective tracking and reporting of incidents and requests.
• Monitor system performance and identify opportunities for improvement.
• Collaboration:
• Work closely with clinical and administrative teams to understand their technological needs and deliver tailored support solutions.
• Collaborate with external vendors and service providers to ensure the availability of necessary resources and support.
• Training & Development:
• Conduct training sessions for staff on new technologies, applications, and best practices related to our internal technologies.
• Create and maintain a shared knowledge base of common issues and solutions to enhance self-service support options.
• Compliance & Security:
• Ensure IT practices and procedures comply with industry regulations and standards, particularly those related to healthcare and patient confidentiality.
• Assist the overall IT team in the implementation of security measures to protect sensitive data and maintain system integrity.

Qualifications:

• Education: Bachelor’s degree in information technology, Computer Science, or a related field preferred; equivalent/commensurate experience accepted.
• Experience:
• Minimum of 8 of experience in IT support or help desk management, preferably in a healthcare or SUD treatment setting.
• Proven experience leading and developing technical teams.
• Technical Skills:
• Proficiency with help desk software and ticketing systems.
• Knowledge of computer systems, networks, and troubleshooting methodologies.
• Familiarity with healthcare compliance standards (e.g., HIPAA).
• Core Competencies:
• Strong leadership and technical team management skills.
• Excellent problem-solving abilities and attention to detail.
• Exceptional communication skills, both verbal and written.
• Ability to work collaboratively in a fast-paced and dynamic environment.

• Travel:

Travel is not typically required for this role, however, out of state or site travel may be requested as necessary.