firstPRO, Inc · 1 week ago
Desktop Support Manager (Healthcare) - Contract to Hire
Boston, MA
Contract
Onsite
Senior Level
5+ years expfirstPRO, Inc is seeking a Desktop Support Manager (Healthcare) to lead and optimize frontline technology support services across multiple locations. The role involves managing a team of support professionals and ensuring the delivery of dependable and secure computing services in clinical, research, and corporate settings.
Professional ServicesRecruitingStaffing Agency
Hiring Manager
Gabrielle Miller
Responsibilities
Lead, coach, and develop a team of end-user support professionals across multiple sites
Set performance expectations through regular check-ins, feedback, and formal evaluations
Manage staffing coverage, onboarding, workload distribution, and escalation pathways
Promote a service-oriented culture focused on accountability, professionalism, and user satisfaction
Oversee onsite and walk-up support operations, ensuring consistent service levels across locations
Monitor and drive resolution of incidents and service requests, including complex escalations
Ensure accurate ticket handling, documentation, and SLA compliance using an enterprise ITSM platform
Coordinate device lifecycle activities including provisioning, refreshes, repairs, returns, and secure decommissioning
Ensure reliable support for desktops, laptops, mobile devices, peripherals, printers, and specialized equipment
Partner with endpoint engineering teams on device management, imaging, encryption, and compliance tooling
Provide oversight for operating system support, application issues, performance troubleshooting, and connectivity problems
Validate escalations and collaborate with security, infrastructure, and third-party partners as required
Establish and maintain operational procedures, runbooks, and internal knowledge documentation
Identify inefficiencies and lead continuous improvement initiatives across support workflows
Ensure adherence to organizational security, privacy, and regulatory requirements
Maintain audit readiness related to device compliance, access controls, and endpoint standards
Work closely with clinical, research, and administrative leaders to align support services with business needs
Partner with enterprise IT, network, telecom, and project teams on shared initiatives and rollouts
Serve as the operational point of contact for endpoint-dependent programs and technology changes
Oversee local inventory tracking, procurement coordination, shipping/receiving, and asset accountability
Ensure responsible use of technology resources in line with budgetary and operational guidelines
Support enterprise technology initiatives such as OS upgrades, device management transitions, and location moves
Act as the operational lead for projects involving specialized or high-impact end-user technology deployments
Qualification
Required
Bachelor's degree required
5+ years of experience in end-user computing, desktop support, or IT service operations
Minimum of 2 years managing or leading technical support teams
Strong working knowledge of: Windows 10/11 and macOS environments
Strong working knowledge of: Mobile device management concepts
Strong working knowledge of: Enterprise endpoint hardware and peripherals
Strong working knowledge of: ITSM platforms (e.g., ServiceNow or equivalent)
Strong working knowledge of: Device encryption, imaging, and remote management tools
Preferred
Experience supporting healthcare, research, or other highly regulated environments
Hands-on exposure to modern endpoint management platforms (Intune, JAMF, SCCM/Endpoint Manager)
Familiarity with ITIL practices or formal service management frameworks
Ability to communicate effectively with technical teams, clinicians, and executive stakeholders
Company
firstPRO, Inc
firstPRO provides talent delivery strategies that attack critical gaps surrounding today's modern workforce.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
April Nagel
CEO firstPRO, Inc.
Phil Nagel
CEO
Company data provided by crunchbase