• Oversee day-to-day desktop support operations, including hardware, software, and peripheral support across all hospital locations.
• Ensure timely response, resolution, and escalation of Help Desk tickets in accordance with SLAs.
• Monitor ticket queues, backlog, and technician productivity to maintain service quality.
• Manage on-site and remote technical support for desktops, laptops, printers, mobile devices, and clinical workstations.
• Coordinate 24/7 support coverage, including on-call rotation and weekend support as required in a healthcare setting.

• Supervise, mentor, and evaluate Desktop Support Technicians and senior desktop staff.
• Assign workload and prioritize tasks based on business impact and clinical urgency.
• Support staff development, certification tracking (e.g., CompTIA A+, ITIL), and performance improvement plans.
• Conduct regular team meetings, performance reviews, and coaching sessions.

• Oversee deployment, imaging, and lifecycle management of desktops and laptops.
• Ensure standardized device configurations (e.g., Dell devices, Microsoft Surface) are maintained across the enterprise.
• Manage software installations, patching, updates, and endpoint security compliance.
• Coordinate troubleshooting of complex hardware/software issues and escalation to infrastructure or security teams when needed.

• Maintain accurate inventory of all endpoint devices and peripherals.
• Oversee procurement, asset tagging, and lifecycle replacement programs (e.g., desktop refresh initiatives).
• Ensure proper documentation of systems, configurations, and asset ownership.

• Develop and enforce desktop support procedures, standards, and documentation.
• Identify opportunities to improve service efficiency, reduce manual ticket intake, and automate support processes.
• Ensure compliance with IT governance, cybersecurity policies, and healthcare regulatory requirements (HIPAA, NY DOH).
• Participate in change management processes and CAB reviews for endpoint changes.

• Serve as the escalation point for high-impact technical issues affecting clinical and administrative operations.
• Maintain strong relationships with clinical staff, department leaders, and executive stakeholders.
• Provide regular reporting on SLA performance, ticket trends, and service improvements.
• Ensure a high level of customer satisfaction and responsiveness across all support interactions.

• Lead or support desktop-related IT projects (e.g., device upgrades, Windows migrations, clinic expansions).
• Coordinate with application, network, and cybersecurity teams to support system rollouts.
• Assist in EHR-related upgrades and hardware readiness initiatives tied to major platforms (e.g., Meditech/Epic).

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of desktop support experience, with at least 2 years in a supervisory or lead role.
• Strong experience supporting Windows OS, Microsoft 365/O365, and enterprise endpoint environments.
• Proven experience managing ticketing systems and SLA-driven support models.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication and leadership abilities in a fast-paced healthcare environment.

• Experience in a hospital or healthcare IT environment.
• ITIL certification or familiarity with IT service management frameworks.
• CompTIA A+, Microsoft certifications, or equivalent.
• Experience with endpoint management tools (e.g., SCCM, Intune, or equivalent).
• Experience supporting multi-site or 24/7 operations environments.

• Service delivery leadership and SLA management
• Team leadership and workforce development
• Strong customer service orientation
• Operational efficiency and process improvement
• Compliance and risk awareness (HIPAA, audit readiness)
• Ability to prioritize critical clinical-impact issues

• Hospital and clinical environment supporting 24/7 operations
• Requires occasional off-hours, weekend, and on-call coverage
• Travel between RUMC and affiliated sites may be required

Salary Range : $85,000 - $95,000