Munson Healthcare · 1 week ago
Manager Information Systems (Help Desk)
Traverse City, MI
Full-time
Onsite
Mid, Senior Level, Lead/Staff
8+ years expMunson Healthcare is northern Michigan’s largest healthcare system, serving over half a million residents. The Help Desk Manager will lead a 24x7 technical support team, ensuring efficient and effective customer service while managing staff and improving user experience.
Hospital & Health Care
Responsibilities
Supervise, mentor, and train help desk staff, and evaluate their performance
Oversee daily help desk operations, including managing support tickets, setting schedules, and ensuring consistent service coverage
Ensure high levels of customer satisfaction, handle escalated or high-priority issues, and implement policies to improve service
Develop and refine problem-resolution processes, establish service-level agreements (SLAs), and identify areas for improvement
Track key performance indicators (KPIs), create reports on team productivity, and monitor trends to identify recurring issues
Qualification
Required
Bachelor's degree in computer science, Business, Healthcare, or related field required with 8 years' experience in the helpdesk or service desk management field
In lieu of a bachelor's degree, 12 years of relevant experience in IT help desk or IT service desk management is required
Experience in working with Help Desk operations required
Preferred
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
Current or very recent experience working with or in a complex computer environment is preferred
Healthcare experience preferred
Benefits
Tuition reimbursement
In-person and online development
Access to our career hub to help you advance
Full benefits
Paid holidays
29 days of PTO
Management incentive program
Employee discounts
Free individual retirement counseling
Free wellness platform for you and your family
Personalized support for personal or family challenges
Company
Munson Healthcare
Excellence. Positivity. Teamness. Creativity. Exceptional Experiences.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Shari L. Wilson
President & CEO Munson Home Health
Ellen Smith
Chief Operating Officer, Physician Network
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