Help Desk Manager

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.