Job Title:
Desktop Support Manager
Department:
IT
Job Summary
The Desktop Support Manager is responsible for overseeing and enhancing the end-user computing environment for South Central Regional Medical Center and affiliated partner facilities. This role provides leadership for desktop support operations, employee management, service delivery, inventory control, project management, policy development, and technical support initiatives. The Desktop Support Manager ensures help desk activities align with SCRMC standards, governance requirements, regulatory compliance expectations, and industry best practices while promoting continuous improvement, operational efficiency, and exceptional customer service.
Essential Duties & Responsibilities
- Manage the daily operations of the desktop support and help desk teams across the main campus, offsite locations, and partner facilities.
- Provide leadership in employee management, hiring, onboarding, performance evaluations, coaching, and corrective action processes.
- Oversee daily support activities and ensuretimelyresolution of end-user technical issues.
- Delegate and coordinate troubleshooting efforts related to web applications, email systems, Microsoft Office products, and other end-user technologies.
- Escalate unresolved issues toappropriate Tier2 and Tier 3 support teams.
- Coordinate with third-party vendors and hosted service providers to resolve technical issues affecting organizational operations.
- Deliver exceptional customer service and ensure effective communicationregardingincidents, requests, and service updates.
- Maintain compliance with SCRMC IT standards, HIPAA requirements, security policies, and industry best practices.
- Identify, evaluate, and implement automation opportunities that improve service delivery and operational efficiency.
- Develop, review, andmaintainstandard operating procedures (SOPs), policies, and support documentation.
- Analyze service desk metrics and prepare reports for IT leadership.
- Develop training initiatives, manage schedules, inventory, projects, timesheets, and on-call rotations.
- Mentor supervisors, team leads, and technical staff.
- Performadditionalduties asassigned by management.
Required Qualifications
- Minimum of ten (10) years of proven IT experience.
- Proven management experience within a healthcare environment.
- Practical knowledge of systems administration and networking concepts.
- Experience leading technical support teams and service desk operations.
- Strong understanding of desktop support technologies and end-user computing environments.
- Ability to effectively communicate both verbally and in writing.
- Ability to provide instruction, guidance, and education to peers and end users.
- Professional certifications preferred but notrequired.
Preferred Qualifications
- EPIC experience.
- Cerner experience.
- JitBitexperience.
- Horizon experience.
- 10ZiG experience.
- ManageEngine experience (MDM, Service Desk, Endpoint Management).
- Project management experience in a fast-paced healthcare environment.
- Experience implementing inventory lifecycle management and asset tracking programs.
Skills and Competencies
- Employee management and leadership skills.
- Experience with ticketing systems.
- Inventory managementexpertise.
- Desktopsupporttroubleshooting skills.
- EHR experience.
- Change management knowledge.
- VoIP troubleshooting skills.
- Printer troubleshooting skills.
- Basic network troubleshooting skills.
- Microsoft Active Directory experience.
- Group Policy administration and troubleshooting.
- VDI and thin-client experience.
- Wireless networking support experience.
- Image creation and deployment.
- Conflict resolution skills.
- Mobile device support experience.
Working Conditions
- Primarily office-based with regular use of computers and technical equipment.
- Frequent interaction with employees, leadership, vendors, and partner organizations.
- May require travel between SCRMC facilities and affiliated locations.
- Participation in an on-call rotation isrequired.
- Occasional evening and weekend work may be necessary.
All candidates must be able to perform the essential functions of this position.
