Healthcare IT Device Support Manager

Duke Careers; Durham (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Duke Health is seeking a Device Support Manager to lead the CSC team, configuring, implementing, and supporting devices across Duke Health. You will drive strategic vision, manage asset records, and coordinate after-hours go-lives while maintaining high customer satisfaction.

Responsibilities include staff leadership, project support, and ensuring on-site presence. A Bachelor’s degree or equivalent IT experience, plus 2+ years of leadership in IT customer service, are required, with healthcare

Qualifications

• Bachelor's degree or four years of equivalent technical experience.
• Minimum of 2 years of leadership experience in a customer service IT-related field; healthcare preferred.
• ITIL Foundations, Six Sigma, and project management experience are preferred.

Responsibilities

• Lead a team of analysts in support of device management and customer service goals.
• Provide technical and strategic leadership and develop a strategic vision with management.
• Manage asset records and daily shift huddles, escalating issues as needed.
• Oversee day-to-day staff activities, assignments, and career development.
• Support go-lives and projects requiring after-hours coverage; monitor progress and metrics.
• Prioritize requests and allocate resources to maximize customer satisfaction.
• Participate in personnel management tasks including hiring, evaluations, and disciplinary actions.
• Travel to entities for coaching/leadership and perform other related duties.
• Ensure coverage gaps are filled with analyst support during absences.

Skills

Leadership experience

Customer service

Verbal and written communication

Team leadership

Education

Bachelor's degree in related field

ITIL Foundations

Six Sigma Yellow/Green Belt

Project Management experience

Job description

Duke Health is seeking a Device Support Manager to lead the CSC team, configuring, implementing, and supporting devices across Duke Health. You will drive strategic vision, manage asset records, and coordinate after-hours go-lives while maintaining high customer satisfaction.

Responsibilities include staff leadership, project support, and ensuring on-site presence. A Bachelor’s degree or equivalent IT experience, plus 2+ years of leadership in IT customer service, are required, with healthcare