Munson Healthcare
Manager Information Systems (Help Desk)
Munson Healthcare, Traverse City, Michigan, United States, 49685
Join to apply for the Manager Information Systems (Help Desk) role at Munson Healthcare.
Imagine doing meaningful work in a place where people vacation. That’s life at Munson Healthcare – northern Michigan’s largest healthcare system, with eight award-winning community hospitals serving over half a million residents across 29 counties.
With freshwater lakes, scenic trails, charming downtowns, a vibrant arts scene, and endless outdoor adventures, we are Munson Material. To us, that means teammates who live by our values of excellence, teamness, positivity, creativity, and a commitment to creating exceptional experiences for our patients and each other. Join a team that delivers outstanding care in one of the most beautiful regions in the country.
Invested in You
Grow:
Tuition reimbursement, in-person and online development, and access to our career hub to help you advance.
Thrive:
Full benefits, paid holidays, 29 days of PTO, management incentive program, employee discounts, and free individual retirement counseling.
Be Well:
Free wellness platform for you and your family, plus personalized support for personal or family challenges.
Be Heard:
Share your ideas and help shape the way we work through improvement huddles, employee surveys, and town hall meetings.
Your Leadership in Action The help desk manager leads a 24×7 technical support team, ensuring efficient and effective customer service. Key responsibilities include managing and mentoring staff, handling escalated issues, setting performance standards, and managing processes for resolving technical problems. The role also involves monitoring performance metrics, creating reports, and coordinating with other departments to improve the user experience.
Team leadership:
Supervise, mentor, and train help desk staff, and evaluate their performance.
Operational management:
Oversee daily help desk operations, including managing support tickets, setting schedules, and ensuring consistent service coverage.
Customer service:
Ensure high levels of customer satisfaction, handle escalated or high‑priority issues, and implement policies to improve service.
Process improvement:
Develop and refine problem‑resolution processes, establish service‑level agreements (SLAs), and identify areas for improvement.
Performance monitoring:
Track key performance indicators (KPIs), create reports on team productivity, and monitor trends to identify recurring issues.
What’s Required
Bachelor’s degree in computer science, business, healthcare, or related field required with 8 years’ experience in help desk or service desk management. In lieu of a bachelor’s degree, 12 years of relevant experience in IT help desk or IT service desk management is required.
Minimum 3 years of experience managing a help desk preferred.
MBA/MPH degree and advanced continuing education in information systems trends and methodology is preferred.
ITIL, HDI, or other service management certifications preferred.
Experience in working with help desk operations required. Current or very recent experience working with or in a complex computer environment is preferred.
Healthcare experience preferred.
Munson Healthcare requires all employees to be vaccinated or to have lab confirmed immunity for Measles, Mumps, Rub, and Varicella. MHC also requires all employees to receive a flu vaccine during the flu season in the year that they are hired and annually thereafter, or receive an approved medical or religious exemption.
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Imagine doing meaningful work in a place where people vacation. That’s life at Munson Healthcare – northern Michigan’s largest healthcare system, with eight award-winning community hospitals serving over half a million residents across 29 counties.
With freshwater lakes, scenic trails, charming downtowns, a vibrant arts scene, and endless outdoor adventures, we are Munson Material. To us, that means teammates who live by our values of excellence, teamness, positivity, creativity, and a commitment to creating exceptional experiences for our patients and each other. Join a team that delivers outstanding care in one of the most beautiful regions in the country.
Invested in You
Grow:
Tuition reimbursement, in-person and online development, and access to our career hub to help you advance.
Thrive:
Full benefits, paid holidays, 29 days of PTO, management incentive program, employee discounts, and free individual retirement counseling.
Be Well:
Free wellness platform for you and your family, plus personalized support for personal or family challenges.
Be Heard:
Share your ideas and help shape the way we work through improvement huddles, employee surveys, and town hall meetings.
Your Leadership in Action The help desk manager leads a 24×7 technical support team, ensuring efficient and effective customer service. Key responsibilities include managing and mentoring staff, handling escalated issues, setting performance standards, and managing processes for resolving technical problems. The role also involves monitoring performance metrics, creating reports, and coordinating with other departments to improve the user experience.
Team leadership:
Supervise, mentor, and train help desk staff, and evaluate their performance.
Operational management:
Oversee daily help desk operations, including managing support tickets, setting schedules, and ensuring consistent service coverage.
Customer service:
Ensure high levels of customer satisfaction, handle escalated or high‑priority issues, and implement policies to improve service.
Process improvement:
Develop and refine problem‑resolution processes, establish service‑level agreements (SLAs), and identify areas for improvement.
Performance monitoring:
Track key performance indicators (KPIs), create reports on team productivity, and monitor trends to identify recurring issues.
What’s Required
Bachelor’s degree in computer science, business, healthcare, or related field required with 8 years’ experience in help desk or service desk management. In lieu of a bachelor’s degree, 12 years of relevant experience in IT help desk or IT service desk management is required.
Minimum 3 years of experience managing a help desk preferred.
MBA/MPH degree and advanced continuing education in information systems trends and methodology is preferred.
ITIL, HDI, or other service management certifications preferred.
Experience in working with help desk operations required. Current or very recent experience working with or in a complex computer environment is preferred.
Healthcare experience preferred.
Munson Healthcare requires all employees to be vaccinated or to have lab confirmed immunity for Measles, Mumps, Rub, and Varicella. MHC also requires all employees to receive a flu vaccine during the flu season in the year that they are hired and annually thereafter, or receive an approved medical or religious exemption.
#J-18808-Ljbffr