Support Services Manager

Healix Core Values
•    Client Centric. We succeed when we help our clients succeed in serving their patients and members.
•    Collaboration. We go out of our way to listen, help, and communicate with each other (Healix + Client).
•    Trust. We build trust with our clients and within our teams every day in every action and decision. We hold that trust special, remain accountable, and learn from our mistakes.
•    Innovation. We continuously learn and embrace new technology and processes that provide real business value and secure solutions to Healix + Client.
•    Cost-Effective. We maximize our assets to their full potential, remain accountable for expenses, and manage third   parties to uphold our expectations and Core Values.

Essential Functions/Responsibilities:
•    Manage and continuously improve help desk, desktop support, service desk, onboarding, offboarding, and end-user application support operations
•    Oversee ticket queues, triage standards, workload balancing, escalation practices, service-level expectations, reporting, and service performance metrics
•    Own and improve the support ticketing platform, including request categories, service portal experience, department configuration, automations, CMDB data quality, operational modules, workflows, and reporting
•    Lead support services process improvement initiatives using practical ITIL-aligned practices for incident management, request fulfillment, knowledge management, escalation, change coordination, and continuous service improvement
•    Lead and assist support staff in resolving end-user issues through remote tools, in-person support, vendor coordination, and cross-functional escalation
•    Support and coordinate resolution of issues related to desktop hardware, software, phones, printers, mobile devices, peripherals, connectivity, and supported end-user applications.

•    Administer selected endpoint and support-adjacent tools within delegated scope, including application packaging, assignment, and lifecycle management in Microsoft Intune, in coordination with the Systems team
•    Provide management oversight for staff supporting specialty software platforms, including EMRs and other department-specific applications
•    Support role-based access improvements by coordinating with business owners and technical teams to define, validate, document, and maintain security group mappings for common job functions and supported applications
•    Collaborate with operational stakeholders to gather requirements, document workflows, evaluate user needs, and translate business requirements into practical support and implementation plans
•    Coordinate and manage small to mid-sized software, hardware, endpoint, and user-facing technology implementation projects within the support services scope
•    Plan and coordinate support-scope technology refreshes and migrations, including printer refresh initiatives, phone system migrations, and department-facing software integrations
•    Ensure new or changed support processes, applications, devices, and workflows are communicated, documented, tested, and transitioned effectively to support staff and end users
•    Create training materials to support new technology initiatives and end user self-service
•    Maintain hardware inventories and warranty information, report on quantities, and initiate requests for upcoming needs
•    Maintain knowledge management repositories by documenting issues, resolutions, standard procedures, and best practices
•    Supervise, mentor, train, and develop support services staff, including staff responsible for general end-user support and specialty application support

Qualifications and Education Requirements
•    High School diploma required; Bachelor’s degree in IT or related field preferred
•    Industry certifications such as A+, Network+, and ITIL preferred
•    10 or more years’ experience in IT support, service desk, desktop support, end-user computing, application support, or related technical support functions
•    5 or more years’ supervisory, team lead, or managerial experience in a technical support environment
•    Experience supporting or overseeing support for business, clinical, or department-specific applications preferred
•    Working knowledge of business analysis, workflow documentation, requirements gathering, UAT coordination, implementation planning, project coordination, and process improvement practices
•    Proficiency in Microsoft Office Suite, Microsoft 365, Windows desktop hardware and software, endpoint support tools, ticketing platforms, and common end-user productivity platforms
•    Familiarity with Microsoft Azure, Microsoft Intune, Entra ID security groups, endpoint management concepts, telephony support concepts, application administration, and healthcare technology environments preferred