Provide leadership, direction, and management to the IT Service Desk team
Assist in the development, planning, and management of the IT Service Desk budget
Establish and oversee daily operations of the Service Desk
Lead the design, rollout, and continuous improvement of procedures for triage
Partner with IT leadership to develop training programs and resources
Review, approve, and contribute to technical documentation
Analyze team performance metrics; identify trends
Oversee advanced troubleshooting and escalation management
Direct the procurement, deployment, lifecycle management, and inventory tracking for all end-user devices
Provide oversight for identity, network, email, and system access provisioning
Manage the deployment, testing, and rollout of firmware and software patches

Bachelor’s or equivalent relevant combination of education and experience
Minimum 3-5 years of experience administering Microsoft Office 365 and Microsoft Exchange required
Minimum of 5 years of experience administering Windows Active Directory
Desired certifications/proficiencies include CompTIA A+, Network +, ITIL Foundation, Microsoft 365: Desktop Administrator, Jamf 100/200
Minimum two (2) years of supervisory or manager experience (direct reports)
Healthcare/Health care IT industry experience or experience supporting heavy regulated environments is required
Experience overseeing Microsoft Intune and Jamf administration
Experience in implementation and administration of infrastructure services like FTP, IIS, DNS, DHCP
Experience with Cisco and/or Citrix product line or other applicable technologies
Expertise configuring and maintaining Microsoft Windows, MacOS and iOS
Strong understanding of endpoint security principles
Experience partnering with security or compliance teams
Knowledge of scripting languages (such as VBS, PowerShell) is a plus
Advanced knowledge in using various remote tools for assisting users.

Health Care Manager, IT Service Desk

Key skills