Help Desk Manager

Newport News, Virginia Hiring Range $96,400.00 - $132,550.00/Annual Actual pay is determined based on job-related factors such as relevant experience, education, credentials, skills, internal equity, and business needs. Overview The Help Desk Manager reports to the Associate Vice President, IS Business Systems & Operational Support and is responsible for overall management of the IS Operational Systems that provide direct support to Riverside Health System (RHS) end users. The Help Desk Manager is responsible for ensuring excellent IT support to end users through direct support as well as managing a Help Desk team and for maintaining and overseeing IT inventory and products by receiving, storing, and delivering items. This position provides technical support and guidance for key Supply Chain activities and initiatives supporting receiving, warehouse, logistics and inventory management for the RIS Storeroom. The manager performs a wide range of duties necessary to communicate and coordinate metrics for inventory control/management, procurement, and value analysis. What you will do Lead, direct and supervise Service Desk and Asset Inventory Management personnel. Perform management functions to include hiring, orientation, performance evaluation, communicating department and company goals, etc. Ensure that all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately. Create and provide standard reports and statistics on a regular basis to business leaders regarding help desk performance as well as trends in issues that need to be addressed. Create and maintain documentation such as Help Desk User Guides and Knowledgebase articles. Ensure daily inventory operations are carried out efficiently and IT assets are accurately accounted for and issued to end users in an efficient and timely manner. Actively participate in Process Innovation activities and projects. Serve as an IS representative on the RHS Value Analysis Team. Liaison between Help Desk team and technical teams to assist with troubleshooting equipment and backup/safety systems in the Data Center. Qualifications Education Bachelors Degree, Related Field of Study (i.e. Computer Science, Information Systems, Information Technology) (Required) Experience 5-6 years Recent relevant experience (i.e. Help desk, PC Tech, healthcare information systems) (Required) 2 years Supervisory experience (Preferred) Skills and Abilities Customer service oriented High adaptability Effective communication skills Licenses and Certifications HDI Help Desk Manager (or similar Service Desk Manager certification) Upon Hire (Preferred) To learn more about being a team member with Riverside Health System visit us at If loving your work is important to you, consider a career at Riverside. By joining our team, you can make a difference in people's lives. Our mission is to care for others as we would care for those we love. We extend that sense of caring to every patient, resident and customer, as well as to each member of our team. We offer care at all stages of life, in hundreds of locations, giving you room to grow your career, along with great benefits and perks. At Riverside Health, your trust and safety are our top priorities. Unfortunately, job scams are on the rise across the country, and we want to help you feel confident in knowing what is — and is not — part of our hiring process. Learn more about how to recognize a legitimate Riverside job opportunity and what to do if you suspect a scam by visiting this site.