Manager

• Lead a team of Tier 1 IT Support Resources, providing mentorship, daily guidance, and performance feedback to foster a supportive and service-focused team culture.
• Oversee the daily operation of the Service desk including ticket prioritization, queue management, coverage planning, and escalation routing.
• Monitor KPIs such as SLA adherence, first-contact resolution rates, and customer satisfaction (CSAT), and implement improvement strategies when necessary.
• Collaborate with clinical and operational leaders to ensure support aligns with clinical and/or operational workflows and minimizes impact on patient care.
• Act as an escalation point for high-priority incidents and ensure timely, empathetic resolution in alignment with healthcare urgency and safety.
• Facilitate onboarding and ongoing training for Tier 1 staff, with a focus on customer service, healthcare system knowledge, and technical competency.
• Oversee the creation and maintenance of documentation, knowledge base articles, and process guides, ensuring relevance, accuracy, and clarity.
• Support and coordinate with Tier 2/3 teams and cross-functional IT projects, helping manage change control, communication, and incident postmortems.
• Ensure Service desk operations are in full compliance with HIPAA and internal security policies regarding protected health information (PHI).
• Participate in the evaluation and implementation of support tools including ticketing systems, chat support, and AI-based solutions.
• Provide backup support during peak hours or critical outages, maintaining visibility and accountability across all active support channels.
• Participate in an on-call rotation, supporting after-hours escalations as needed.

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