IT Help Desk Manager

Responsibilities

• Lead and manage day-to-day operations of a 24/7 hospital IT help desk environment.
• Oversee support for clinical systems including EHR/EMR (Epic, Cerner), PACS, and lab systems to ensure minimal disruption to patient care.
• Supervise, train, and coach a team of help desk analysts and support technicians.
• Implement and manage ITIL-based processes for incident, problem, and change management.
• Act as the primary escalation point for hospital staff, clinicians, and leadership regarding technical issues.
• Ensure strict adherence to healthcare regulations, including HIPAA and HITECH compliance.
• Monitor service levels (SLAs) and key performance indicators (KPIs) using ITSM tools.
• Coordinate with cybersecurity and infrastructure teams to manage system outages and security incidents.

Requirements

• Proven experience in Service Desk Operations Management.
• Strong leadership skills with experience managing technical teams.
• Expertise in Incident and Problem Management within a high-pressure environment.
• Deep understanding of HIPAA compliance and healthcare data security.
• Proficiency with ITIL-based processes and ITSM tools.
• Ability to provide oversight for clinical systems support in an acute care setting.

Preferred Qualifications

• Previous experience in healthcare IT or an acute care hospital environment.
• Direct knowledge of EHR systems such as Epic, Cerner, or Meditech.
• ITIL certification.
• Strong understanding of clinical workflows and hospital operations.

About the Company

Altera Digital Health, part of the Harris family, provides managed services and technology solutions designed to improve healthcare delivery. We offer a supportive, collaborative environment where employees are empowered to make a real impact and grow their professional skills within a stable, industry-leading organization.