Help Desk Manager

Help Desk ManagerThe Help Desk Manager is responsible for leading and overseeing the organization's IT support services to ensure timely, effective, and high-quality technical assistance for all users. The primary responsibility of the Help Desk Manager role is to maintain the efficient operation of the IT help desk by managing support staff, resolving technical issues, improving service delivery, and ensuring customer satisfaction. The Help Desk Manager also develops support processes, monitors performance metrics, coordinates with other IT teams, and implements continuous improvements to minimize system downtime and enhance the overall user experience while supporting the organization's business objectives.Responsibilities include but are not limited to:Lead the daily operations of the IT Help Desk, ensuring timely resolution of technical issues and adherence to established service level agreements (SLAs).Supervise and develop Help Desk staff by recruiting, training, coaching, scheduling, and conducting performance evaluations to maintain a high-performing support team.Manage the incident, service request, and problem management processes to ensure efficient issue resolution and continuous service improvement.Monitor Help Desk performance by analyzing key performance indicators (KPIs), preparing reports, and implementing strategies to improve service quality and customer satisfaction.Develop and maintain Help Desk policies, procedures, knowledge base articles, and standard operating procedures to ensure consistent and effective support.Coordinate with IT infrastructure, cybersecurity, application, and vendor teams to resolve complex technical issues, implement system changes, and support organizational technology initiatives.Ensure compliance with organizational policies, security standards, regulatory requirements, and IT best practices while protecting sensitive information and maintaining system integrity.Manage Help Desk resources, software tools, and technology assets while identifying opportunities to improve operational efficiency, reduce downtime, and enhance the overall end-user support experience.Coordinate with Technical and Application teams on tier 1 support responsibilities for help desk, escalation workflows and cross training.Performs other position related duties as assigned.Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.RequirementsCertifications, Licenses or Registry RequirementsCompTIA A+ (or equivalent technical certification) required.CompTIA Network+ preferred.CompTIA Security+ preferred.ITIL Foundation preferred.Microsoft Certified: Modern Desktop Administrator Associate (for Microsoft environments) preferred.HDI Support Center Manager (specifically for Help Desk leadership) preferred.Knowledge | Skills | AbilitiesAbility to lead, motivate, coach, and develop Help Desk staff while managing workloads, performance, and employee development.Comprehensive knowledge of IT systems, including desktop operating systems, hardware, software applications, networks, cloud services, cybersecurity principles, and IT service management (ITSM) tools.Ability to identify root causes of technical issues, evaluate solutions, prioritize competing demands, and make sound decisions in a fast-paced environment.Excellent verbal and written communication skills with the ability to explain technical concepts to nontechnical users while delivering exceptional customer service.Ability to manage multiple priorities, implement process improvements, oversee service delivery, and ensure compliance with service level agreements (SLAs) and organizational policies.Strong organizational, time management, and interpersonal skills with the ability to collaborate effectively across IT teams, business units, vendors, and stakeholders to achieve operational objectives.Knowledge in healthcare systems operations such as EMR.Proficient in Microsoft Windows software, including server, office, and exchange.Education RequirementsBachelor's degree required.Experience RequirementsFive (5) years of progressively responsible experience in Information Technology support, including at least two (2) years in a supervisory or team lead role within an IT Help Desk, Service Desk, or Technical Support environment.Required TravelTravel required to office locations in Illinois and Indiana.May require travel to Colorado and Washington state.Physical DemandsCarrying Weight 1-25 lbs. 26-50 lbs.Pushing/Pulling Frequency Frequent from 34% to 66% Occasionally from 2% to 33% Frequency 1-25 lbs. 100 + lbs.Lifting - Height, Weight Floor to Chest, 1 -25 lbs. Floor to Chest, 26-50 lbs. Floor to Waist, 1-25 lbs. Floor to Waist, 26-50 lbs. Seldom, up to 2% Seldom, up to 2% Frequency Occasional: from 2% to 33% Seldom: up to 2% Occasional: from 2% to 33% Seldom: up to 2%