Jobs in the United States

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Added 2 mins ago
Staff Plastics Engineer
Danaher
Chaska, MN
…molded plastic components, assemblies, materials, tooling, automation systems, and manufacturing processes used across Beckman Coulter Diagnostics product platforms. This role serves as a…
Added 2 mins ago
OMS Analyst
Bertelsmann-Jobs
Shepherdsville, KY
…workflows, enhance document delivery processes, and implement automation solutions, while maintaining high-quality…
Added 2 mins ago
Chief Financial Officer (CFO)
AlignHR, LLC
Laredo, TX
Implement technology and automation to improve efficiency, accuracy, and financial visibility.
Added 2 mins ago
Process Transformation Consultant
Capgemini
Irving, TX, TX
…AI-enabled by design - augmenting human judgment with analytics, automation, and generative AI. Our Enterprise Transformation team is looking for consultants who are not only strong problem…
Added 2 mins ago
M
Senior Data Engineer
Mux
Remote, United States
- $190,000 to $220,000 USD / year
- Look for places where agents and automation can replace manual data work, and build them
Added 3 mins ago
Plant Manager
Chicago Tube And Iron Company
Romeoville, IL
Evaluate new equipment, automation, and process improvements to support future capacity and growth.
Added 3 mins ago
Sr. Engineering Technician
TECHTRONIC CORDLESS GP
Menomonee Falls, WI
Bachelor’s or associate degree in a technical field (Electrical, Electronic, Automation, Mechanical) and 7-10 years’ experience or High School Diploma with extensive experience
Added 3 mins ago
Technology Project Manager
Infosys
United States
Experience in test automation framework design
Added 3 mins ago
Test Automation Consultant
Infosys
United States
Experience in API Rest Assured automation testing using Parasoft SOA Testing.
Added 3 mins ago
Sr. Test Engineer (Demo)
Inabia Software & Consulting Inc.
Remote, United States
Proficiency with test automation tools such as Selenium, Cypress, JUnit, TestNG, or similar.
Added 3 mins ago
Automation Technician
Amsted Automotive
Shelby Township, MI
As an Automation Technician, you’ll support the setup, troubleshooting, and operation of robotic and automated equipment throughout our manufacturing facility. You’ll work alongside…
Added 3 mins ago
Automation Technician
Amsted Automotive
Shelby Township, MI
As an Automation Technician, you’ll support the setup, troubleshooting, and operation of robotic and automated equipment throughout our manufacturing facility. You’ll work alongside…
Added 4 mins ago
Test Design Lead
Apple
Cupertino, CA
Prior experience with integration of one or more of the following technologies: Acoustics; Display, Touch, Imaging Sensors, Motion Sensors, Automation.
Added 4 mins ago
Hardware Integration & Test Engineer II
Futurex
Bulverde, TX
· Python, Bash, C/C++, or test automation exposure is a plus - not a requirement.
Added 4 mins ago
Manager, Workday Integrations
BeOne Medicines USA, Inc.
United States
Contribute to HR Technology roadmap and future initiatives related to platform evolution, integration, automation, analytics, and AI-enabled capabilities.
Added 4 mins ago
Business Operations Software Engineer - 2027 Co-op
Sun Life Financial (U.S.) Services Company, Inc.
Milwaukee, WI · Wellesley Hills, MA · Hartford, CT · Portland, ME · Kansas City, MO
…team player to join our team to design and code innovative automation solutions to help our team focus less on administrative tasks and more on human-powered decision making. In this role…
Added 4 mins ago
Business Operations Software Engineer 2027 Co-op
Sun Life Financial (U.S.) Services Company, Inc.
Hartford, CT · Portland, ME · Kansas City, MO
…team player to join our team to design and code innovative automation solutions to help our team focus less on administrative tasks and more on human-powered decision making. In this role…
Added 4 mins ago
RESEARCH DATA ANALYST
Arizona Department of Administration
Remote, United States
Added 5 mins ago
S
Staff Perimeter Defense Engineer
SSB&T
Boston, MA · Princeton, NJ · Clifton, NJ · Austin, TX
- $120,000 to $202,500 USD / year
Strong analytical, troubleshooting, automation, and problem-solving skills.
Added 6 mins ago
O
AI Database Developer - Consulting Technical Manager
Oracle
Reston, VA · Washington, DC
- $102,300 to $209,500 USD / year
…security-cleared Consulting Senior Principal - AI Database Developer to join our team support our IC programs in Northern Virginia. In this hands-on technical role, you will design,…
Added 6 mins ago
O
Lead Principal Product Manager
Oracle
San Francisco, CA · Seattle, WA
- $119,200 to $264,100 USD / year
Coordinate with the product owner for laboratory automation and robotics on workflows that span computational and physical experimentation. Define shared customer requirements for execution…
Added 6 mins ago
Field Support Representative I, II, III
Canon Business Process Services, Inc.
GRAND RAPIDS, MI
· Due to changing technology in office automation, will be required to learn new features and functionalities of copying machines, faxes, scanning, shipping equipment as introduced at the…
Added 6 mins ago
Receptionist I
Canon Business Process Services, Inc.
Lansing, MI
Due to changing technology in office automation, will be required to learn new features and functionalities of copying machines, faxes, scanning, other equipment, PBX boxes as introduced at…
Added 6 mins ago
A
REMOTE Data Center Land Development Manager 2
Actalent
Redmond, WA
- $65 to $79 USD / hour
…reporting tools, dashboards, and data workflows to increase automation, scalability, accuracy, and…
Added 6 mins ago
Quality System Specialist- Labeling
MicroAire Surgical Instruments LLC
Charlottesville, VA

BEACON BEHAVIORAL SUPPORT SERVICES

Help Desk Manager

Baton Rouge, LA, United States

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Job details

Experience: 7+ years of experience in IT support/helpdesk, including at least 2 years in a lead, supervisory, or management role.
Posting language: English

Original job description

Position Summary The Helpdesk Manager provides leadership and operational oversight for Beacon Behavioral’s IT service desk across the hospital and private practices. This role is accountable for the quality, responsiveness, and consistency of end-user technology support, and for building a high-performing Tier 1, Tier 2, and Tier 3 team. The Helpdesk Manager owns service delivery performance, drives continuous improvement through incident and problem management, and serves as the management escalation point for high-impact issues, partnering with infrastructure, security, and clinical and business stakeholders to keep care teams productive and systems compliant.

Key Responsibilities

Support and implement the Mission, Vision, and Core Values of Beacon Behavioral Hospital and Private Practices.
Uphold and embody Beacon Behavioral Hospital’s 5 Commandments for Exceptional Customer Service.
Team Leadership & Development:
Lead, coach, and evaluate Helpdesk staff; set clear goals, conduct performance reviews, and address performance issues
Recruit, hire, onboard, and train new team members; maintain a skills-development and cross-training plan
Build and manage staffing schedules, coverage, and on-call rotations to meet service needs, including after-hours support
Serve as the escalation point for Tier 3 technicians and mentor them on complex technical and customer issues
Service Delivery & Operations:
Oversee daily Helpdesk operations, including ticket queues, prioritization, assignment, and resolution within defined SLAs
Manage incident, request, and escalation workflows; ensure timely communication to stakeholders during major incidents
Monitor and report on service metrics (response/resolution times, first-contact resolution, backlog, customer satisfaction) and act on trends
Manage the ITSM/ticketing platform, knowledge base, and service catalog to keep them accurate and effective
Problem & Change Management:
Ensure root cause analysis (RCA) is completed for recurring incidents and major outages, and that preventive fixes are implemented
Participate in change management: review and approve changes, assess impact, coordinate rollouts, and validate outcomes
Drive standards, automation, and documentation that improve service desk effectiveness and reduce recurring tickets
Endpoint, Identity & Collaboration Services:
Provide oversight of end-user services including endpoints, Microsoft 365, identity/access (AD/Entra ID), and endpoint management (Intune/Autopilot/MECM)
Partner with network, infrastructure, and application teams to resolve cross-team issues and coordinate projects and deployments
Work with the security team to enforce endpoint compliance, support response to endpoint security events, and maintain audit readiness.
Manage vendor relationships and escalations for unresolved product and support issues; assist with contract and license oversight as assigned.
Participate in budget planning, asset lifecycle and hardware refresh planning, and resource forecasting for the Helpdesk function.
Communicate regularly with the Vice President of IT and business and clinical leaders on service performance, risks, and improvement initiatives.
Participate in after-hours maintenance, on-call rotation, and incident response efforts (as required).

Work Environment & Physical Requirements

Primarily office/remote environment with occasional lifting of IT equipment (up to 74 lbs).
Ability to sit/stand for extended periods; frequent computer use.
Traveling for On-Site Visits (as needed)

Security & Compliance Expectations (Healthcare Ready)

Adhere to HIPAA and organizational security policies when handling systems containing PHI/PII.
Maintain confidentiality and follow least privilege and secure verification procedures.
Ensure team members understand and follow security, privacy, and secure verification procedures.
Report suspected security incidents immediately per policy.

Core Competencies

Leadership and people development
Customer service mindset
Clear communication and documentation
Team collaboration
Ownership and follow-through
Analytical and data-driven decision making
Continuous learning

Required Qualifications

7+ years of experience in IT support/helpdesk, including at least 2 years in a lead, supervisory, or management role.
Demonstrated experience leading a technical support team and managing service levels, queues, and escalations.
Strong working knowledge of endpoint management and enterprise troubleshooting methodologies.
Experience administering and troubleshooting Microsoft ecosystem services (M365, identity).
Experience with ITSM/ticketing platforms and incident, problem, and change management processes.
Excellent documentation, reporting, and communication skills, with the ability to explain technical issues to non-technical audiences.

Preferred Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Experience with healthcare compliance practices (HIPAA, PHI/PII handling, audit support).
Experience with budgeting, vendor management, and IT project coordination.
Scripting/automation (PowerShell preferred).
Certifications: ITIL, MD-102, MS-102, Security+, AZ-104, or similar (or equivalent experience).
Experience with monitoring/logging tools and endpoint security platforms (EDR).

Success Metrics (Examples)

Service desk SLA attainment, first-contact resolution, and customer satisfaction scores
Reduction in recurring incidents and ticket backlog (measurable trend improvement)
RCA completion quality and timeliness for major incidents
Endpoint compliance and stability metrics (patching, encryption, failure rates)
Team engagement, retention, training completion, and skills growth
Quality and currency of knowledge base and process documentation

CONTINUING EDUCATION REQUIREMENTS

Personnel are expected to participate in appropriate continuing education as may be requested and/or required by their immediate Member of Management. In addition, personnel are expected to accept personal responsibility for other educational activities to enhance job related skills and abilities.

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More about this job

Skills

Technical support
Leadership
Process improvement
Customer service
Team leadership
Prioritization
Communication skills
IT service management
Change management
Root cause analysis
Documentation
Collaboration
Microsoft 365
Regulatory compliance
Budget management
Forecasting
Incident response
Confidentiality
Decision making
Troubleshooting
Reporting
Computer technology
Computer science
Vendor management
Microsoft PowerShell
ITIL
Security+

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