IT Support Desk Manager Job at Xpress Wellness and Integrity in Oklahoma City

Job Type

Full-time

Description

Xpress Wellness Urgent Care is looking for an IT Support Desk Manager to join our team. With a commitment to providing exceptional patient care, Xpress Wellness is a leader in the healthcare industry.

We're seeking a skilled and service-oriented IT Support Desk Manager to lead our technical support team and ensure smooth day-to-day IT operations across the organization. This role is ideal for someone who thrives in a fast-paced environment, enjoys mentoring others, and is passionate about delivering exceptional end-user support.

As the IT Support Desk Manager, you'll oversee the help desk function, manage support staff, and drive continuous improvement in service delivery. You'll be responsible for setting performance standards, resolving escalated issues, and collaborating with other IT teams to enhance infrastructure and user experience.

• Lead and manage the IT support desk team, Offshore Level 1 and onshore Level 2, including hiring, training, scheduling, and performance management.
• Oversee the ticketing system (Fresh service), ensuring proper triage, prioritization, escalation, and resolution of incidents.
• Monitor and report on key performance indicators (KPIs) such as first-call resolution, ticket volume, and SLA compliance.
• Act as the escalation point for high-impact or unresolved issues, ensuring timely resolution and communication.
• Collaborate with HR and IT teams to support onboarding/offboarding processes, including account setup, device provisioning, and access management.
• Responsible for maintaining hardware inventory, ordering, device replacement plans, operating system upgrades.
• Maintain and improve documentation, knowledge base articles, and user guides.
• Coordinate with vendors for hardware warranty support
• Support change management processes and ensure communication of IT changes to end users.
• Take Level 2 and Level 3 support calls as needed.
• Plan and oversee Desktop related projects
• Drive continuous service improvement initiatives and recommend enhancements to tools, workflows, and user experience
• Responsible for image and packaging systems.

Requirements

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT support minimum Level 2, with at least 2 years in a supervisory or managerial role.
• 2+ years experience hands on experience managing device in Microsoft Intune.
• Must have working in a hybrid and full join Entra ID environment.
• Expert knowledge of Windows OS, Microsoft 365, Active Directory, and endpoint management tools (NinjaOne, SCCM, WDS).
• Experience with ITSM platforms (Freshservice) and remote support tools.
• Excellent communication, leadership, and customer service skills.
• Ability to manage competing priorities in a fast-paced environment.

Preferred Qualifications

• Experience in healthcare IT environments.
• Familiarity with compliance standards such as HIPAA.