Pennant

Tier 1 IT Service Desk Manager

Pennant

full-time

Posted on:

Origin:  • 🇺🇸 United States • Idaho, Tennessee

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $75,000 - $85,000 per year

Job Level

Mid-LevelSenior

Tech Stack

ITSMServiceNow

About the role

  • 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.

Requirements

  • 3+ years of IT support experience, including 1+ year in a supervisory or managerial role.
  • Familiarity with healthcare IT environments and common systems like EHRs (e.g., Epic, Cerner).
  • Experience with ticketing platforms such as Zendesk, ServiceNow, or Freshservice.
  • Understanding of ITSM and compliance requirements in healthcare (HIPAA, HITECH).
  • Strong communication and conflict resolution skills, with an empathetic leadership style.
  • Ability to think operationally and strategically in a fast-moving, high-stakes environment.
  • BS in Information Systems, Computer Science, or equivalent experience preferred.