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Information Technology Help Desk Manager

Information Technology Help Desk Manager

KamisProArlington, VA, US
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Position Summary

The Helpdesk Manager is responsible for overseeing the daily operations of the 24x7 IT Helpdesk for a healthcare organization with 25+ locations and 6000+ employees, ensuring timely and effective support for clinical, administrative, and operational staff. This role is critical in maintaining high levels of service availability, user satisfaction, and compliance with healthcare IT standards.

Base pay range

$120,000.00 / yr - $150,000.00 / yr

Key Responsibilities

  • Supervise and mentor helpdesk staff, including technicians and support specialists.
  • Develop training programs and performance metrics to ensure continuous improvement.
  • Schedule and manage staffing to provide 24 / 7 support coverage.

Technical Support Oversight

  • Ensure prompt resolution of IT support requests related to hardware, software, network, and clinical systems.
  • Monitor ticketing system performance and ensure SLAs are met.
  • Escalate complex issues to appropriate IT teams and follow through to resolution.

    • Process Improvement

  • Analyze helpdesk trends and metrics to identify areas for improvement.
  • Develop and implement standard operating procedures (SOPs) for helpdesk operations.
  • Collaborate with other IT teams to streamline support processes and enhance system reliability.

    • Customer Service & Communication

  • Serve as point of contact for escalated user concerns.
  • Communicate effectively with staff at all levels, including clinicians and administrators.
  • Promote a culture of empathy, responsiveness, and professionalism in all helpdesk interactions.

    • Compliance & Security

  • Ensure helpdesk operations comply with HIPAA, HITECH, and other relevant healthcare regulations.
  • Support cybersecurity initiatives by educating users and enforcing IT policies.

    • Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or related field (or a combination of relevant education and experience).
  • ITIL Certification is highly desired.
  • Expertise with service management tools (e.g., ServiceNow, Zendesk).
  • 5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role.
  • Experience in a healthcare environment strongly preferred.
  • Strong knowledge of EHR / EMR and other healthcare-specific systems (e.g., Epic, Meditech, Cerner).
  • Excellent leadership, communication, and problem-solving skills.
  • On-site role with limited / occasional remote work flexibility.
  • May require availability during off-hours for emergencies or system outages.
  • Fast-paced healthcare environment with frequent interaction with all levels of staff.

    • Seniority level

  • Director

    • Employment type

  • Contract

    • Job function

  • Information Technology, Customer Service, and Management

    • Industries

  • Hospitals and Health Care, Health and Human Services, and Public Health

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