IT Help Desk Manager

Job title: IT Help Desk Manager
Location: On Site - Mobile, AL

Duration: Full-Time

Altera Digital Health Managed Services located at Springhill Medical Center, Mobile AL.

Position: IT Help Desk Manager

The IT Help Desk Manager plays a critical leadership role in ensuring the smooth, day-to-day functionality of an organization’s technology environment.

This position oversees the help desk team and serves as a key escalation point for end-users experiencing technical issues, helping to minimize disruptions to business operations and maintain productivity across the organization.

In this role, the manager is responsible for supervising and guiding a team that troubleshoots and resolves a wide range of technical problems, including hardware malfunctions, software issues, system access concerns, and network connectivity challenges.

By ensuring the team applies strong diagnostic processes and technical expertise, the manager drives timely and effective issue resolution while maintaining high service standards.

Complex or high-impact issues are managed directly or escalated appropriately to senior IT leadership or specialized teams.

A core responsibility of the IT Help Desk Manager is delivering and promoting exceptional customer service.

The manager establishes service expectations, monitors performance metrics, and coaches team members to communicate clearly and professionally with users of varying technical skill levels.

By fostering a culture of patience, empathy, and a solutions-oriented mindset, the manager ensures a positive user experience and high levels of client satisfaction.

Additionally, this role requires strong collaboration across IT and business units.

The manager contributes to departmental objectives by implementing best practices, improving support processes, and ensuring proper documentation of solutions and procedures.

They also oversee activities such as system updates, device deployments, and onboarding support, driving continuous improvement in IT service delivery.

Success in this position depends on a combination of technical expertise, leadership capability, strong interpersonal skills, and a strategic, proactive approach to problem-solving.

By effectively balancing operational oversight with team development and service excellence, the IT Help Desk Manager ensures reliable technology support and plays a vital role in enhancing organizational efficiency.

1.

Service Desk Operations Management


* Lead and manage day-to-day operations of the hospital IT help desk (24/7 support environment).


* Ensure timely resolution of Tier 1 and Tier 2 incidents, service requests, and system issues.


* Monitor ticket queues, service levels, and response times using ITSM tools.


* Establish and enforce service level agreements (SLAs) and key performance indicators (KPIs).


* Coordinate escalation procedures for critical clinical system outages.

 

2.

Clinical Systems Support Oversight


* Oversee support f...