IT Help Desk Manager

ClearSky Health•Albuquerque, NM

13d

About The Position

ClearSky Health provides high-quality care that transforms the lives of those living with disabling injuries and illnesses. We distinguish ourselves through our commitment to excellence, to our patients, to our employees, and to the communities we serve. Are you a driven and detail‑oriented Help Desk Manager looking to make a meaningful impact? ClearSky Health is seeking an experienced Help Desk Manager to lead and oversee the company's Tier 1 Help Desk team, Tier 2 Desktop Support team, and the IT Asset Management team. This role will ensure the delivery of high-quality, efficient, and customer-focused technical support services across the organization. The Help Desk Manager will drive continual improvement, enforce ITIL-aligned best practices, develop team competencies, and maintain strong working relationships with clinical, administrative, and corporate stakeholders. 💡 Why You’ll Love Working With Us: Competitive Pay Bonus Potential Comprehensive Benefits (Medical, Dental, Vision, 401k Match) Student Loan Repayment & Tuition Reimbursement CEU & Career Development Opportunities Supportive, Inclusive Culture Employee Recognition & Wellness Programs

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business, or related field (or equivalent experience) preferred.
3–5+ years of experience in an IT Help Desk, Desktop Support, or IT Service Management environment.
2+ years of supervisory or management experience leading help desk or end-user support teams.
Demonstrated experience managing IT ticketing systems, knowledge bases, and SLA-driven operations.
Experience supporting distributed environments and multi-site operations (healthcare experience a plus).
Relevant industry certifications preferred, such as: ITIL Foundation, CompTIA A+, Network+, Security+, Project+, HDI Support Center Manager or Team Lead, Microsoft or other platform certifications
Must maintain acceptable driving record, current driver’s license, and insurability.
Strong understanding of ITIL processes, service management, and best practices.
Excellent leadership, coaching, and team development abilities.
Outstanding communication, customer service, and conflict-resolution skills.
Proficiency with endpoint technologies (Windows, macOS, mobile devices), enterprise systems, and support tools.
Ability to manage multiple priorities, deadlines, and stakeholders effectively.
Ability to handle sensitive information with discretion
Excellent organizational skills and attention to detail.
Ability to travel nationwide as needed.
Ability to sit, stand, and move within office or clinical environments as needed.
A significant amount of sitting for prolonged periods of time.
Occasional lifting of equipment up to 50 pounds.
Exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and phone system.
Both gross and precise motor functions.
Sufficient manual dexterity to operate equipment and computer keyboard.
Close vision and the ability to adjust focus.

Nice To Haves

Experience supporting distributed environments and multi-site operations (healthcare experience a plus).
Relevant industry certifications preferred, such as: ITIL Foundation, CompTIA A+, Network+, Security+, Project+, HDI Support Center Manager or Team Lead, Microsoft or other platform certifications

Responsibilities

Managing day-to-day operations for the Help Desk, Desktop Support, and ITAM teams.
Ensuring service levels, KPIs, and response/resolution times meet or exceed organizational expectations.
Serving as an escalation point for complex or high-visibility incidents.
Coordinating with the IT Director to communicate major incidents, service outages, and post-incident reviews.
Developing, implementing, and maintaining ITIL-aligned processes for incident, request, problem, and asset management.
Overseeing ticket workflow, prioritization, escalation protocols, and workload balancing.
Ensuring accurate documentation of procedures, knowledge articles, and support resources.
Driving continuous service improvement initiatives, including automation, workflow optimization, and user experience enhancements.
Supervising, coaching, and mentoring help desk analysts, desktop technicians, and asset management staff.
Managing contract staff performing IT services for ClearSky Health and ensure adherence to standards, policies and procedures.
Performing quality assurance checks and monitoring for all team members based on tickets, calls, customer feedback, etc.
Leading hiring, performance reviews, training, and professional development.
Fostering a culture of accountability, service excellence, and teamwork.
Overseeing procurement, lifecycle management, and tracking of all IT assets (endpoints, peripherals, software licenses, etc.).
Maintaining accurate asset inventory records and ensure compliance with audit and security standards.
Optimizing asset utilization and replacement planning.
Promoting outstanding customer service and effective communication across all support channels.
Engaging directly with business stakeholders to understand needs, address concerns, and plan improvements.
Providing regular reporting and metrics to IT leadership.
Ensuring the help desk and desktop support operations adhere to HIPAA, organizational security policies, and industry best practices.
Supporting security initiatives including endpoint hardening, vulnerability remediation, and user education.
Providing after-hours or on-call support as needed.