Help Desk Manager

Beacon Behavioral Partners•St. George, LA

About The Position

The Helpdesk Manager provides leadership and operational oversight for Beacon Behavioral’s IT service desk across the hospital and private practices. The role is accountable for the quality, responsiveness, and consistency of end-user technology support, and for developing a high-performing Tier 1, Tier 2, and Tier 3 team. The manager owns service delivery performance, drives continuous improvement through incident and problem management, and acts as the management escalation point for high-impact issues. The position partners with infrastructure, security, and clinical and business stakeholders to support productive care teams and compliant systems. The role oversees helpdesk staff and daily service operations, including staffing, ticket workflows, service metrics, ITSM tools, knowledge resources, and service delivery. It also covers root cause and change management; oversight of endpoint, identity, and collaboration services; coordination with partner teams; security and compliance; vendor relationships; budget and asset planning; and communication with IT and organizational leaders. Participation in on-call, after-hours maintenance, and incident response is required as needed. The work is primarily in an office or remote environment, with travel for on-site visits as needed. Physical requirements include occasional lifting of IT equipment up to 74 pounds, sitting or standing for extended periods, and frequent computer use. The role must follow HIPAA and organizational security policies, protect confidential information, use least-privilege and secure verification procedures, ensure team adherence to security and privacy requirements, and report suspected security incidents promptly.

Requirements

At least 7 years of experience in IT support/helpdesk, including at least 2 years in a lead, supervisory, or management role.
Demonstrated experience leading a technical support team and managing service levels, queues, and escalations.
Strong working knowledge of endpoint management and enterprise troubleshooting methodologies.
Experience administering and troubleshooting Microsoft ecosystem services, including Microsoft 365 and identity.
Experience with ITSM/ticketing platforms and incident, problem, and change management processes.
Excellent documentation, reporting, and communication skills, including the ability to explain technical issues to non-technical audiences.
Ability to occasionally lift IT equipment weighing up to 74 pounds.
Ability to sit or stand for extended periods and use a computer frequently.
Ability to travel for on-site visits as needed.
Adhere to HIPAA and organizational security policies when handling systems containing PHI/PII; maintain confidentiality and follow least-privilege and secure verification procedures.
Participate in after-hours maintenance, on-call rotation, and incident response as required.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Experience with healthcare compliance practices, including HIPAA, PHI/PII handling, and audit support.
Experience with budgeting, vendor management, and IT project coordination.
Scripting or automation experience, preferably PowerShell.
Certifications such as ITIL, MD-102, MS-102, Security+, AZ-104, or similar, or equivalent experience.
Experience with monitoring/logging tools and endpoint security platforms such as EDR.

Responsibilities

Support and implement Beacon Behavioral Hospital and Private Practices’ Mission, Vision, and Core Values, and uphold the hospital’s 5 Commandments for Exceptional Customer Service.
Lead, coach, and evaluate Helpdesk staff; set goals, conduct performance reviews, and address performance issues.
Recruit, hire, onboard, and train team members; maintain skills-development and cross-training plans.
Manage staffing schedules, coverage, and on-call rotations, including after-hours support.
Serve as an escalation point for Tier 3 technicians and mentor them on complex technical and customer issues.
Oversee daily Helpdesk operations, including ticket queues, prioritization, assignment, and resolution within defined SLAs.
Manage incident, request, and escalation workflows, ensuring timely stakeholder communication during major incidents.
Monitor and report on service metrics, including response and resolution times, first-contact resolution, backlog, and customer satisfaction, and act on trends.
Manage the ITSM/ticketing platform, knowledge base, and service catalog.
Ensure root cause analysis is completed for recurring incidents and major outages and that preventive fixes are implemented.
Participate in change management by reviewing and approving changes, assessing impact, coordinating rollouts, and validating outcomes.
Drive standards, automation, and documentation to improve service desk effectiveness and reduce recurring tickets.
Oversee end-user services, including endpoints, Microsoft 365, identity and access (AD/Entra ID), and endpoint management (Intune/Autopilot/MECM).
Partner with network, infrastructure, and application teams to resolve cross-team issues and coordinate projects and deployments.
Work with the security team to enforce endpoint compliance, support response to endpoint security events, and maintain audit readiness.
Manage vendor relationships and escalations for unresolved product and support issues; assist with contract and license oversight as assigned.
Participate in budget planning, asset lifecycle and hardware refresh planning, and resource forecasting for the Helpdesk function.
Communicate regularly with the Vice President of IT and business and clinical leaders about service performance, risks, and improvement initiatives.
Participate in after-hours maintenance, on-call rotation, and incident response as required.
Follow HIPAA and organizational security policies when handling systems containing PHI/PII; maintain confidentiality and follow least-privilege and secure verification procedures.
Ensure team members understand and follow security, privacy, and secure verification procedures, and report suspected security incidents immediately per policy.
Participate in appropriate continuing education as requested or required by the immediate Member of Management, and take personal responsibility for other educational activities that enhance job-related skills and abilities.