Desktop Support Manager

• Manage daily operations of the helpdesk and desktop support teams, ensuring incidents and requests are resolved efficiently
• Oversee ticket prioritization, workflow optimization, and adherence to service-level agreements (SLAs) and key performance indicators (KPIs)
• Supervise lifecycle management for endpoints, including desktops, laptops, mobile devices, and peripherals
• Implement standardized hardware configurations, software deployment, and endpoint security measures
• Lead and develop a team of helpdesk analysts and technicians, fostering a customer-focused culture
• Monitor service metrics such as ticket trends, resolution rates, and customer satisfaction scores, while producing regular reports
• Ensure compliance with cybersecurity standards, including endpoint security and vulnerability remediation
• Collaborate with vendors and optimize support tools such as ticketing systems and asset management platforms
• Drive automation and self-service improvements to enhance user experience and reduce recurring issues
• Support organizational initiatives, including clinic openings and infrastructure upgrades

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience
• Minimum of 5 years in IT support or end-user services roles, with 2+ years in a leadership capacity
• Proficiency in Active Directory, ITSM tools, and service desk management
• Experience with unified endpoint management and Microsoft 365 Enterprise
• Knowledge of desktop imaging, asset management, and configuration management databases (CMBD)
• Strong skills in troubleshooting and managing ticketing systems
• Familiarity with Intune and endpoint security measures

Healthcare industry experience is a plus

• medical, vision, dental, and life and disability insurance
• eligible to enroll in our company 401(k) plan