It Manager - Helpdesk

IT Manager - Helpdesk

The IT Manager - Helpdesk is responsible for overseeing and managing IT helpdesk and support operations, ensuring efficient technical support for end-users in healthcare operations. Key responsibilities include helpdesk management, ticket management, user support, training, vendor liaison, budgeting, compliance, and reporting.

This role will be on-site at least four days a week in Sacramento, CA (95811).

Essential Functions

• Helpdesk Management: Oversee and coordinate the overall functioning of the IT helpdesk, ensuring the timely resolution of technical issues and optimal end-user support.
• Ticket Management: Implement and maintain a comprehensive ticketing system to track and prioritize support requests, ensuring efficient and organized handling of technical issues.
• User Support, Training, and Documentation: Provide hands-on user support for hardware, software, and network-related problems. Develop and deliver training programs for the IT helpdesk team and maintain documentation for common technical issues and solutions.
• Vendor Liaison: Collaborate with external vendors and service providers to address technical issues, escalate support requests when necessary, and ensure effective communication and resolution.
• IT Service Improvement: Identify opportunities for enhancing IT services and the end-user experience. Implement service improvement initiatives to optimize support processes and efficiency.
• Budgeting and Resource Allocation: Prepare and manage budgets related to the IT helpdesk operations, including staffing and equipment needs. Allocate resources effectively to ensure smooth operation of the helpdesk.
• Compliance and Reporting: Ensure compliance with healthcare data privacy regulations, particularly HIPAA, within helpdesk operations. Prepare and submit reports related to helpdesk performance and incident resolution, maintaining transparency and accountability.

Additional Duties

• Supervise the IT helpdesk team, including helpdesk technicians and support personnel.
• Ensure that helpdesk staff provide timely and high-quality technical support to end-users.
• Implement and maintain a ticketing system to track and prioritize support requests.
• Monitor and analyze helpdesk metrics and performance to improve efficiency.
• Resolve complex technical issues and provide guidance to helpdesk staff when needed.
• Ensure end-users receive assistance with hardware, software, and network-related problems.
• Provide training and guidance to helpdesk staff on troubleshooting procedures and customer service.
• Create and maintain documentation for common technical issues and solutions.
• Collaborate with external vendors and service providers to resolve technical issues and escalate support requests when necessary.
• Identify opportunities for improving IT services and end-user experience.
• Implement service improvement initiatives to enhance support processes.
• Prepare and manage budgets related to the helpdesk operations, including staffing and equipment needs.
• Ensure compliance with healthcare data privacy regulations (e.g., HIPAA) in helpdesk operations.
• Prepare and submit reports related to helpdesk performance and incident resolution.

Minimum Requirements

• Bachelor's degree in information technology, computer science, or a related field. Years of experience may be substituted for education contingent on demonstration of required competence in:
  • Subject matter expertise
  • Problem solving and troubleshooting skills
• Experience in IT helpdesk management, with knowledge of healthcare-specific software and systems.
• Experience in the following areas, developed in prior supervision or lead roles
  • Developing department objectives and measurements to meet organizational goals
  • Staff selection and development
  • Management of department workload
• Strong leadership, communication, and customer service skills.
• Familiarity with ticketing systems and IT service management best practices.
• Knowledge of electronic health records (EHR) systems and healthcare IT is a plus.
• Ability to work on-site at least four days a week.

Preferred

• Advanced certifications in IT or relevant vendor-specific certifications.
• Proven experience in managing IT helpdesk operations within the healthcare industry.
• Familiarity with electronic health records (EHR) systems and hands-on experience in implementing and maintaining them.
• Strong project management skills with a track record of successfully leading IT initiatives.
• Knowledge of the latest trends and advancements in healthcare technology.
• Experience in implementing and optimizing IT service management best practices.
• Demonstrated ability to effectively collaborate with cross-functional teams and external stakeholders.
• Excellent analytical and problem-solving skills with a focus on continuous improvement.
• Previous experience in ensuring compliance with healthcare data privacy regulations, especially HIPAA.
• Strong interpersonal skills and the ability to communicate effectively with both technical and non-technical stakeholders.

Reasonable Accommodations

One Community Health endorses and supports the Americans with Disabilities Act of 1990 (ADA) and the California Fair Employment and Housing Act (FEHA) and is committed to providing reasonable accommodations to qualified individuals with disabilities who are applicants or employees who need accommodations. If you require and accommodation due to a disability to complete this application or you are experiencing difficulty submitting your application, please contact us at hr@onecommunityhealth.com

Our Benefits

For information on the comprehensive benefits we provide, please visit: https://onecommunityhealth.com/careers/benefits/