Job Details

Our Mission

To improve the health of the communities we serve through contemporary, innovative, quality healthcare solutions.

Schedule: Full Time (40 hours per week)

What You'll Do

The IT Help Desk Manager oversees the phone support team, ensuring high-quality, customer-focused service for Freeman Health System. They lead and motivate the team to provide excellent technical and non-technical support, plan and schedule help desk activities, and ensure quick issue resolution. The IT Help Desk Manager maintains the IT Service Management platform for performance monitoring, assists in policy development and departmental planning, and acts as a resource for ITIL and best practices. They also participate in IT Leadership On-Call rotation for disaster recovery and major incidents, handling urgent queries and prioritization tasks.

Responsibilities

• Liaise between Operations, IT Departments, and the IT Help Desk.
• Monitor and improve customer satisfaction with projects and support.
• Propose policy changes for efficiency and compliance.
• Ensure security and compliance in help desk practices.
• Manage operational and performance metrics.
• Develop KPIs for timely and effective customer support.
• Oversee talent management: acquisition, development, mentoring, and performance.
• Facilitate staff engagement and retention.
• Create development plans and identify training needs.
• Encourage innovation and learning, and ensure adequate documentation and cross-training.
• Lead and coordinate IT projects with operational partners.
• Ensure proper documentation and system analysis.
• Plan resources and estimate effort for team tasks.
• Set priorities and timelines for project completion.
• Assist in IT budget development and planning.
• Maintain on-call rotations and exceed customer service expectations.
• Ensure appropriate support and training in hardware, applications, and software evaluations.
• Ensure help desk support meets business needs.
• Monitor and improve customer satisfaction with projects and support.
• Foster cooperation and shared vision across departments.

Requirements
•Associates Degree, Computer Science, Information Technology, or related field Four (4) years of relevant experience may be considered in lieu of degree
•Demonstrated success leading and mentoring others in Identity and Access management tools
•Demonstrated success using effective communication and interpersonal skills to lead others directly or indirectly
•Demonstrated success being proactive and innovative
•Demonstrated success leading large-scale projects and delegating tasks appropriately

Preferred Requirements

•Certification of A+, Microsoft, or other relevant technology

Freeman Perks and Programs

• For eligible full time and part time employees Freeman offers a wide variety of career opportunities, a great work culture and generous benefits, most starting day one!
• Health, vision, dental insurance
• Retirement with employer match
• Wellness program with discounts to Health Insurance or Cash Bonus with Participation
• Milestone payments with longevity of employment
• Paid Time Off (PTO) or Flex time off (FTO)
• Extended Sick pay
• Learning Center designated only for Freeman Family members
• Payroll deduction at different locations such as The Daily Grind, Freeman Gift Shop, Cafeteria, etc.