Desktop Manager

Episcopal Health Services • Far Rockaway, NY

5d

About The Position

St. John’s Episcopal Hospital is seeking a highly skilled, experienced Manager of Level 2/Level 3 Desktop Support and Project Management. This role oversees the day-to-day operations of the Level 2 and Level 3 desktop support teams and ensures high-quality technical support for healthcare staff. The manager also co-manages IT projects intended to improve and enhance healthcare systems and infrastructure. The ideal candidate has a strong background in desktop support, project coordination, and healthcare IT.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience in healthcare may be considered.
• At least 7 years of experience in desktop support.
• At least 3 years in a managerial or supervisory role within healthcare IT.
• Strong technical knowledge of desktop support, including hardware, software, and network troubleshooting.
• Familiarity with healthcare IT systems, electronic health records (EHR), and clinical applications.
• Proven experience overseeing IT projects, including resource planning, execution, and delivery.
• Strong organizational and time management skills.
• Excellent verbal and written communication skills, including the ability to communicate technical information to technical and non-technical audiences.
• Strong leadership and team management skills, with the ability to motivate and lead technical professionals.
• Strong analytical and problem-solving skills, including the ability to think strategically and develop solutions to complex technical challenges.
• Commitment to high-quality customer service and the ability to remain calm and professional in stressful situations.

Nice To Haves

• Relevant certifications such as CompTIA A+, Network+, ITIL, or similar.

Responsibilities

• Manage and lead the Level 2 and Level 3 desktop support teams; provide guidance, mentorship, and performance evaluations to help the team meet service level agreements and performance metrics.
• Oversee resolution of complex hardware, software, and network issues, ensuring timely troubleshooting and support for healthcare staff.
• Plan, execute, and manage IT projects related to desktop support and infrastructure improvements; develop project plans, timelines, and budgets, and ensure delivery on time and within scope.
• Identify and implement process improvements, best practices, and standardized procedures to improve efficiency and service quality.
• Serve as the primary point of contact for healthcare staff, vendors, and other IT teams, communicating project status, technical issues, and support activities.
• Manage relationships with external vendors and service providers and ensure their solutions and services meet technical and performance requirements.
• Maintain documentation of support activities, project plans, and standard operating procedures; contribute to knowledge base articles and user guides.
• Ensure compliance with relevant healthcare regulations, including HIPAA, and organizational policies; oversee security and data protection measures within desktop support.
• Provide training and development opportunities for the desktop support team and help team members stay current with emerging technologies and best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager