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Service Desk Manager
1 month ago
Insight Global is seeking a Service Desk Manager to oversee a support team for clinicians at a local hospital customer. They will play a critical role in ensuring seamless technology operations within the hospital. They provide technical assistance to nurses, doctors, and clinical staff, ensuring that they can focus on patient care without interruptions. The ideal candidate will have experience working in healthcare environments, familiarity with Electronic Medical Records (EMR) and Electronic Health Records (EHR) systems, and strong hardware, Wi-Fi, and telephony support skills. This person will be leading a team of roughly 10 individuals to provide top-tier support throughout the environment.
Responsibilities:
- Act as highest escalation point for all troubleshooting and maintenance requests.
- Respond promptly to IT support requests from clinical staff, troubleshoot issues, and provide solutions.
- Assist with hardware setup, configuration, and maintenance for computers, printers, and other devices.
- Troubleshoot network connectivity issues, Wi-Fi problems, and telephony-related concerns.
- Address software-related issues, including login problems, data entry errors, and system updates.
- Escalate any issues to appropriate teams within GBMC.
- Ensure compliance with HIPAA regulations and other healthcare data security standards.
- Maintain accurate records of support requests, resolutions, and system changes.
- Document all incidents in GBMC’s ticketing system.
- Work closely with the hospital's IT Service Desk team, vendors, and external partners.
- Participate in cross-functional projects related to technology upgrades and system enhancements.
Position Requirements:
- Minimum 4 years of experience working in a lead/supervisory role overseeing IT Support technicians.
- Minimum of 7 years of IT support experience, preferably in a healthcare environment.
- Excellent communication skills to interact with clinical staff effectively; patience, empathy, and a customer-centric approach.
- Bachelor's degree in Information Technology, Computer Science, or a related field (preferred) or equivalent working experience.
- Strong troubleshooting skills for hardware, software, and network issues.
- Knowledge of telephony systems (VoIP, PBX) and Wi-Fi networks.
Preferred Qualifications:
- Familiarity with EMR and EHR systems (e.g., Epic, Cerner, Meditech).
- Experience supporting Healthcare/Hospital environments and interacting and providing support to clinicians.
- Certifications: Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator) are a plus.
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