Desktop Support Manager

NOTE: This is on-site job in Boston, looking for local candidates only.

Job Summary

The Desktop Support Manager oversees the daily operations of the IT desktop support team across hospitals and clinics. This role ensures high availability, security, and performance of all clinical and administrative endpoints. The manager aligns IT support services with hospital goals to minimize downtime and ensure uninterrupted patient care.

Leadership focus

• Team Leadership: Manage, mentor, and schedule a team of desktop support technicians.
• SLA Compliance: Oversee ticket queues to ensure timely resolution of technical issues.
• Clinical Support: Maintain hardware and software for electronic health records (EHR) and medical carts.
• Regulatory Compliance: Enforce strict data security policies to maintain HIPAA and HITECH compliance.
• Project Management: Lead hardware refresh cycles and software deployment projects across facilities.
• Vendor Relations: Manage relationships and service contracts with hardware and software vendors.
• On-Call Management: Coordinate 24/7 escalation support rosters for critical clinical environments.

Qualifications

• Strong desktop support and IT operations skills, including experience with Windows operating systems, endpoint hardware, and common productivity applications.
• 5+ years of experience in managing technical support teams, with skills in coaching, performance management, and workload prioritization.
• Knowledge of IT service management practices, including ticketing systems, incident and request management, and documentation standards.
• Understanding of networking basics, user account administration, and security best practices related to end-user computing.
• Excellent communication and interpersonal skills, with the ability to work effectively with clinical and administrative stakeholders.
• Strong problem-solving and organizational abilities, including capacity to manage multiple tasks in a fast-paced healthcare environment.
• Relevant education such as an associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent practical experience.
• Industry certifications (e.g., CompTIA A+, Network+, Microsoft certifications, ITIL) are preferred.
• Previous experience in healthcare or a highly regulated environment is preferred.