IT Support Manager

Job Description

Job Description

Description:

The IT Support Manager is responsible for leading the IT Support team and delivering exceptional technology support across Balance Health. This role oversees daily operations of the Service Desk, serves as the primary escalation point for complex technical and integration issues, manages support staff and outsourced MSP performance, and ensures clear communication with employees and leadership throughout the organization.

The successful candidate is a hands-on leader who is passionate about customer service, accountability, and continuous improvement, and who is comfortable operating in a multi-site healthcare environment.

Leadership & Team Management

• Lead, coach, mentor, and develop the IT Support team.

• Directly manage MSP and IT support technicians and ensure consistent service delivery.

• Serve as the primary operational point of contact for outsourced MSP partner performance, holding the MSP accountable to contracted SLAs.

• Conduct weekly support team meetings and individual coaching sessions.

• Manage team schedules, workload balancing, and performance expectations.

• Foster a culture of accountability, ownership, and exceptional customer service.

Help Desk Operations

• Oversee daily Service Desk operations and ensure ticket SLAs are consistently achieved.

• Monitor ticket queues, escalations, backlog, and response times.

• Serve as the primary escalation point for complex technical issues.

• Review ticket quality and identify recurring issues requiring long-term solutions.

• Maintain support documentation and knowledge base articles.

Communication & Business Partnership

• Communicate technology issues, outages, and major incidents to employees and leadership.

• Provide executive-level support when needed.

• Partner with external vendors to coordinate issue resolution.

• Build strong relationships with clinic leadership and corporate departments.

Performance & Continuous Improvement

• Develop, monitor, and improve Service Desk KPIs (first response time, resolution time, CSAT, ticket volume per site) and present findings in weekly/monthly reports to the Director of IT.

• Identify opportunities to improve support processes through automation and standardization.

• Participate in technology deployments, acquisitions, and onboarding initiatives.

Qualifications

• Bachelor's degree in Information Technology or equivalent experience.

• 5+ years of IT support experience with at least 2 years managing a technical support team.

• Experience managing Service Desk operations and ticketing platforms.

• Strong knowledge of Microsoft 365, Windows, Entra ID/Active Directory, Intune, networking fundamentals, and endpoint management.

• Familiarity with healthcare system integrations strongly preferred; experience in multi-site or multi-EMR environments a plus.

• Working knowledge of HIPAA and healthcare data handling requirements.

• Excellent leadership, communication, customer service, and organizational skills.

Benefits

· Medical, Dental, and Vision Plans

· HSA with Employer Contribution

· FSA

· Generous PTO Program

· 401k with a 4% Match

· Employee Assistance Program

· Life and AD&D Insurance

· Short-Term and Long-Term Disability