Job Details

Join a growing healthcare organization as an IT Help Desk Manager in a full-time role providing technical and personnel leadership support for clinics, support centers, and call centers. Located in Dallas, TX, this position requires three days onsite with Monday and Thursday being mandatory office days. You'll oversee IT help desk staffing and operations while managing a team of both local and remote staff across multiple time zones. This is a strategic role where you'll analyze support trends to implement continuous improvements that help scale the business as it continues to grow. The position offers a salary up to $125,000 plus eligibility for a 10% annual bonus.

This is an excellent opportunity for an experienced help desk leader to make a significant impact on a growing healthcare organization. You'll have the autonomy to identify trends, implement process improvements, and develop strategies that directly reduce issue intake, response, and resolution times. This isn't just a management role but a strategic position where you'll partner with third-party vendors and IT peers on Tier 2+ strategies to improve the overall support model. You'll be responsible for reporting monthly performance metrics and using data to drive continuous improvement initiatives. The hybrid work schedule offers flexibility with only three days onsite, and you'll have the chance to build and develop a diverse team spanning multiple locations and time zones. With competitive compensation including bonus eligibility and the opportunity to shape support operations in a scaling business, this role provides both leadership responsibility and professional growth potential.

Required Skills & Experience

• Bachelor's degree (required)
• Minimum 3 years of experience managing a help desk team using both call and ticketing queues
• Minimum 5 years of experience troubleshooting technology issues
• Strong people leadership and development experience
• ITSM and IT Configuration Management knowledge
• Excellent customer service skills
• Strong problem-solving and analytical skills
• Excellent organizational skills
• Excellent listening, verbal and written communication skills with ability to translate technical information to various audiences
• Ability to bridge technical and business priorities
• Ability to resolve customer complaints and issues while maintaining professional and calm demeanor
• Ability to establish and maintain good working relationships with departments at all levels and external partners
• Must be local to Dallas, TX area
• Willing to work onsite 3 days per week (Monday and Thursday mandatory)

• Healthcare IT experience
• Experience managing geographically dispersed teams
• ITIL certification or framework knowledge
• Experience with help desk platforms and ticketing systems
• ServiceNow or similar ITSM tool experience
• Experience with workforce management and scheduling tools
• Metrics and analytics experience
• Process improvement methodology knowledge (Lean, Six Sigma)
• Experience with vendor management
• Multi-site support experience

• 40% People Management (team oversight, coaching, mentoring, development)
• 30% Performance Analysis (metrics reporting, trend identification, improvement planning)
• 20% Strategic Planning (resource forecasting, process improvement, vendor partnerships)
• 10% Operational Support (escalation handling, quality assurance, customer follow-up)

• 50% Team Leadership (managing local and remote staff, coaching, scheduling, development)
• 30% Performance Monitoring (analyzing metrics, identifying trends, implementing improvements)
• 20% Strategic Collaboration (partnering with IT peers, vendors, and business stakeholders)

• Management