Marana Health
Information Technology - Desktop Support Manager
Marana Health, Marana, Arizona, United States, 85653
Overview
MHC Healthcare is seeking a Desktop Support Manager to join the Information Technology team at the Marana Main Health Center, located in the heart of Marana, AZ. The Desktop Support Manager oversees the day-to-day operations of the Desktop Support team, orchestrates workflow efficiency, establishes operational protocols and policies, and advocates for industry-leading practices. This role collaborates with IT leadership to foster teamwork and support the continual growth and advancement of the team. MHC Healthcare is a Federally Qualified Community Health Center (FQHC) with 17 sites in Tucson and Pima County. Our mission is to improve our community by providing exceptional, whole-person healthcare.
Responsibilities
Manages daily operations of the Desktop Support team, providing guidance, mentoring, and support to ensure efficient problem resolution and exceptional customer service. Defines and implements operating procedures, policies, and best practices to streamline support processes and enhance efficiency and service quality. Works closely with IT leadership to align Desktop Support objectives with broader IT strategies and organizational goals. Demonstrates strong leadership to inspire and guide the team, delegate tasks effectively, and foster a positive work environment. Hires, trains, and develops Desktop Support staff through mentorship and training programs. Tracks and analyzes Desktop Support performance metrics, identifies trends, and implements improvements to enhance service delivery. Acts as a point of escalation for complex issues to ensure timely resolution and minimal business disruption. Manages resources, including tools, technologies, and personnel, to optimize Desktop Support operations. Collaborates with IT leadership to identify, troubleshoot, and resolve problems to minimize downtime of applications and personnel. Creates tickets and addresses issues or routes tickets to appropriate resources. Maintains effective communication channels with internal users, stakeholders, and other IT teams to understand needs and provide timely updates on support issues. Oversees purchasing and asset management processes. Manages relationships with third-party vendors or service providers to ensure seamless delivery of support services and adherence to SLAs. Develops and manages IT support knowledge base articles and submission processes. Drives continuous improvement initiatives within the Desktop support team, incorporating feedback and implementing new technologies.
Qualifications
The following qualifications are required: Bachelor’s degree in Computer Science, Management Information Systems (MIS), or related field 3 years of hands-on helpdesk or desktop support experience including 2 years in a supervisory IT role Experience supporting mid- to large-size organizations with desktop or server configuration, hardware and software support and installation, project management, and desktop support operations Experience analyzing data to identify trends and improve support services Current Arizona driver’s license with clean driving record and proof of current vehicle insurance (39-month MVR will be run by MHC) The following qualifications are preferred: Desktop support supervisory experience in a Windows environment, including service desk escalation, service level agreements, and vendor management Technical certifications (ITIL, A+, Net+, Security+, CISSP, or related) Experience in a clinical healthcare environment Experience with Change Control Management Equivalent combination of education and experience may be considered if applicable and must be directly related to the functions and body of knowledge required to successfully perform the job.
Supervisory responsibilities
Supervises and monitors performance for an assigned group of employees. Supervisory duties include hiring and disciplinary actions, overseeing work assignments and quality, scheduling and timekeeping, performance evaluations, and training and development.
Knowledge, skills, and abilities
Advanced computer literacy and proficiency with Microsoft applications. Strong knowledge of IT operations, incident management, and ticketing systems. Knowledge of ITIL frameworks or similar methodologies to implement best practices in service delivery and support. Understanding of cybersecurity principles and best practices to ensure adherence to security protocols and safeguarding of information. Excellent communication skills, both verbal and written, to interact with team members, stakeholders, and users effectively. Working knowledge of Windows and Mac OS. Familiarity with healthcare software and Electronic Medical Records (EMR). Ability to prioritize tasks, manage time efficiently, and work under pressure. Strong analytical and problem-solving skills to address complex technical issues and make decisions under pressure. Ability to adapt to changing duties and assignments and maintain professionalism in conflicts. Flexibility to adapt to changing technologies, procedures, and priorities in a dynamic IT environment. Ability to prioritize tasks, manage resources, and create strategic plans for optimizing Desktop Support operations. Ability to make informed and timely decisions balancing technical requirements, user needs, and business objectives. Ability to cultivate a culture of respect and service excellence through professionalism and integrity. Proven effective leadership with the ability to direct, delegate, motivate, and build high-performing, collaborative teams. Demonstrates cultural competence and commitment to diversity, equity, and inclusion in work performance and professional interactions.
Benefits
MHC Healthcare’s vision is to be the premier provider and employer in community health. To support our mission, employees have opportunities to care for their health and wellness with benefits such as: Medical, Dental, and Vision 403(b) with employer contribution Short-term Disability and other benefits Paid time off including 11 holidays plus vacation and sick leave accrual Paid bereavement, jury duty, and community service time Employee discount for medical services ($500 per year for full-time) Education reimbursement ($3,000 per year for full-time) Marana Health is committed to equal employment opportunities for all individuals. If you require a reasonable accommodation to apply for a position or participate in the interview process under the ADA or PWFA, please contact our Human Resources Department at 520-682-4111. Marana Health will recruit and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, or any other protected characteristic.
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MHC Healthcare is seeking a Desktop Support Manager to join the Information Technology team at the Marana Main Health Center, located in the heart of Marana, AZ. The Desktop Support Manager oversees the day-to-day operations of the Desktop Support team, orchestrates workflow efficiency, establishes operational protocols and policies, and advocates for industry-leading practices. This role collaborates with IT leadership to foster teamwork and support the continual growth and advancement of the team. MHC Healthcare is a Federally Qualified Community Health Center (FQHC) with 17 sites in Tucson and Pima County. Our mission is to improve our community by providing exceptional, whole-person healthcare.
Responsibilities
Manages daily operations of the Desktop Support team, providing guidance, mentoring, and support to ensure efficient problem resolution and exceptional customer service. Defines and implements operating procedures, policies, and best practices to streamline support processes and enhance efficiency and service quality. Works closely with IT leadership to align Desktop Support objectives with broader IT strategies and organizational goals. Demonstrates strong leadership to inspire and guide the team, delegate tasks effectively, and foster a positive work environment. Hires, trains, and develops Desktop Support staff through mentorship and training programs. Tracks and analyzes Desktop Support performance metrics, identifies trends, and implements improvements to enhance service delivery. Acts as a point of escalation for complex issues to ensure timely resolution and minimal business disruption. Manages resources, including tools, technologies, and personnel, to optimize Desktop Support operations. Collaborates with IT leadership to identify, troubleshoot, and resolve problems to minimize downtime of applications and personnel. Creates tickets and addresses issues or routes tickets to appropriate resources. Maintains effective communication channels with internal users, stakeholders, and other IT teams to understand needs and provide timely updates on support issues. Oversees purchasing and asset management processes. Manages relationships with third-party vendors or service providers to ensure seamless delivery of support services and adherence to SLAs. Develops and manages IT support knowledge base articles and submission processes. Drives continuous improvement initiatives within the Desktop support team, incorporating feedback and implementing new technologies.
Qualifications
The following qualifications are required: Bachelor’s degree in Computer Science, Management Information Systems (MIS), or related field 3 years of hands-on helpdesk or desktop support experience including 2 years in a supervisory IT role Experience supporting mid- to large-size organizations with desktop or server configuration, hardware and software support and installation, project management, and desktop support operations Experience analyzing data to identify trends and improve support services Current Arizona driver’s license with clean driving record and proof of current vehicle insurance (39-month MVR will be run by MHC) The following qualifications are preferred: Desktop support supervisory experience in a Windows environment, including service desk escalation, service level agreements, and vendor management Technical certifications (ITIL, A+, Net+, Security+, CISSP, or related) Experience in a clinical healthcare environment Experience with Change Control Management Equivalent combination of education and experience may be considered if applicable and must be directly related to the functions and body of knowledge required to successfully perform the job.
Supervisory responsibilities
Supervises and monitors performance for an assigned group of employees. Supervisory duties include hiring and disciplinary actions, overseeing work assignments and quality, scheduling and timekeeping, performance evaluations, and training and development.
Knowledge, skills, and abilities
Advanced computer literacy and proficiency with Microsoft applications. Strong knowledge of IT operations, incident management, and ticketing systems. Knowledge of ITIL frameworks or similar methodologies to implement best practices in service delivery and support. Understanding of cybersecurity principles and best practices to ensure adherence to security protocols and safeguarding of information. Excellent communication skills, both verbal and written, to interact with team members, stakeholders, and users effectively. Working knowledge of Windows and Mac OS. Familiarity with healthcare software and Electronic Medical Records (EMR). Ability to prioritize tasks, manage time efficiently, and work under pressure. Strong analytical and problem-solving skills to address complex technical issues and make decisions under pressure. Ability to adapt to changing duties and assignments and maintain professionalism in conflicts. Flexibility to adapt to changing technologies, procedures, and priorities in a dynamic IT environment. Ability to prioritize tasks, manage resources, and create strategic plans for optimizing Desktop Support operations. Ability to make informed and timely decisions balancing technical requirements, user needs, and business objectives. Ability to cultivate a culture of respect and service excellence through professionalism and integrity. Proven effective leadership with the ability to direct, delegate, motivate, and build high-performing, collaborative teams. Demonstrates cultural competence and commitment to diversity, equity, and inclusion in work performance and professional interactions.
Benefits
MHC Healthcare’s vision is to be the premier provider and employer in community health. To support our mission, employees have opportunities to care for their health and wellness with benefits such as: Medical, Dental, and Vision 403(b) with employer contribution Short-term Disability and other benefits Paid time off including 11 holidays plus vacation and sick leave accrual Paid bereavement, jury duty, and community service time Employee discount for medical services ($500 per year for full-time) Education reimbursement ($3,000 per year for full-time) Marana Health is committed to equal employment opportunities for all individuals. If you require a reasonable accommodation to apply for a position or participate in the interview process under the ADA or PWFA, please contact our Human Resources Department at 520-682-4111. Marana Health will recruit and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, or any other protected characteristic.
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