IS Support and Help Desk Manager
$101,121–$157,958 year
On-siteAttleboro, Massachusetts, United States
Job Summary
Lead day-to-day operations of Sturdy Health's technical Help Desk and Desktop Support services, managing staff for incident resolution, service request fulfillment, and device lifecycle activities. Establish service standards, monitor operational metrics, and ensure appropriate staffing and queue management while serving as the primary escalation point for complex issues. Direct and oversee daily support operations, including preventive maintenance, endpoint lifecycle management, and hardware deployments, while coaching, developing, and evaluating team members. Plan and prioritize end-user technology initiatives such as workstation refreshes and support tool improvements, partnering with IT leadership and clinical departments to align services with organizational needs.
Required Qualifications
- Demonstrated leadership experience managing and leading end-user support, help desk, and desktop support operations including staff development, service metrics, process improvement, and operational oversight
- Deep knowledge of Windows and iGel operating systems, end-user computing environments, and enterprise productivity applications, including Microsoft 365
- Strong experience with supporting fat and thin client desktop environments
- Strong experience troubleshooting complex technical issues and communicating technical concepts effectively to staff, leaders, and non-technical users
- Experience developing staff through coaching, training, performance feedback, and day-to-day operational oversight
- Ability to manage competing priorities, analyze service trends, and use metrics to improve operational performance and customer satisfaction
- Ability to work with the Information Security Officer to keep the required desktop cyber components updated and function properly
- Excellent communication, collaboration, organizational, and relationship management skills
- Must have the ability to the perform essential functions of the position, including required work hours, locations, and physical demands, without posing a direct threat to the health and safety of themselves or other individuals in the workplace, and with or without reasonable accommodation
- Sit for extended periods of time
- Use their hands to handle, control, or feel objects, tools, or controls
- Repeat the same movements
- See details of objects that are less than a few feet away
- Speak clearly so listeners can understand
- Understand the speech of another person
Desired Qualifications
- A bachelor's degree is preferred in Information Technology, Computer Science, Healthcare IT, Business, or a related field
- Work experience of 7+ years may be substituted in lieu of education
- Experience or training related to healthcare IT, HIPAA, cybersecurity awareness, or clinical support environments is preferred
- Certifications that align with endpoint management, Microsoft administration, and IT service management are preferred
- A+ Certification and additional certifications (Microsoft in particular) are a plus
- Experience supporting a healthcare environment and understanding the urgency, service expectations, and operational demands of clinical and business users
- Experience with Microsoft 365 administration tools, Entra ID, Intune, and endpoint management platforms
- Knowledge of IT service management principles, ticketing platforms, knowledge base practices, and service level management
- Experience using scripting or automation tools, such as PowerShell, to streamline support processes, deployments, or system administration tasks
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