IS Support and Help Desk Manager

sturdymemorial; Attleboro (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Sturdy Health is seeking a leader to oversee the day-to-day operations of the technical Help Desk and Desktop Support services on-site in Attleboro, MA. You will manage incident resolution, service requests, and end-user support across the organization, ensuring high-quality experiences and standardized workflows.

You will coach and develop staff, monitor performance metrics, and partner with IS and business leaders to improve support processes, documentation, and knowledge management, including

Qualifications

• Leadership experience managing end-user support and help desk operations.
• Deep knowledge of Windows and iGel operating systems and MS 365.
• Experience supporting fat and thin client desktop environments.
• Ability to communicate technical concepts to staff and leaders.
• Experience coaching and developing staff.

Responsibilities

• Direct and oversee daily help desk and desktop support operations with timely resolutions.
• Plan and oversee end-user technology initiatives and projects.
• Establish preventive maintenance and endpoint lifecycle readiness.

Skills

Leadership experience

End-user support

Incident resolution

Queue management

Staff development

Clinical/healthcare IT

Windows

Microsoft 365

ITIL knowledge

Customer satisfaction

Education

Bachelor's degree in Information Technology or related field

Work experience 7+ years may substitute for education

Tools

PowerShell

Intune

Entra ID

Endpoint management

IT help desk software

Microsoft 365 admin tools

Job description

Scheduled Weekly Hours: 40 - Leads the day-to-day operations, performance, and continuous improvement of Sturdy Health's technical Help Desk and Desktop Support services. Manages staff responsible for incident resolution, service request fulfillment, end-user support, device lifecycle activities, and customer experience across the organization. Establishes service standards, monitors operational metrics, ensures appropriate staffing and queue management, and drives accountability for service excellence. Serves as the primary escalation point for complex or high-impact issues, partners with IS and Sturdy Health business leaders to improve support workflows, and advances standardization, documentation, and knowledge management. Responsible for coaching, developing, and evaluating team members, aligning support operations with organizational priorities, and fostering a responsive, service-oriented support culture. This is an on-site position that may require call coverage.

Knowledge or experience with any of the following applications or equivalent or technologies:

• Computer Troubleshooting
• End-User Training
• Escalation Management
• Help Desk / Desktop Support
• Help Desk Management
• Issue Resolution
• Solution Delivery
• Technical Support
• Technical Troubleshooting
• Upgrade Management
• Performance Metrics
• Ticketing/Tracking
• IT Help Desk Software Manages: Desktop Systems Technician (PC Tech Staff), Systems Architect (Desktop) - End User Experience

Education/Training:

A bachelor's degree is preferred in Information Technology, Computer Science, Healthcare IT, Business, or a related field. Work experience of 7+ years may be substituted in lieu of education. Experience or training related to healthcare IT, HIPAA, cybersecurity awareness, or clinical support environments is preferred.

Licenses/Certification:

Certifications that align with endpoint management, Microsoft administration, and IT service management are preferred. A+ Certification and additional certifications (Microsoft in particular) are a plus.

Required Qualifications and Skills:

• Demonstrated leadership experience managing and leading end-user support, help desk, and desktop support operations including staff development, service metrics, process improvement, and operational oversight.
• Deep knowledge of Windows and iGel operating systems, end-user computing environments, and enterprise productivity applications, including Microsoft 365.
• Strong experience with supporting fat and thin client desktop environments.
• Strong experience troubleshooting complex technical issues and communicating technical concepts effectively to staff, leaders, and non-technical users.
• Experience developing staff through coaching, training, performance feedback, and day-to-day operational oversight.
• Ability to manage competing priorities, analyze service trends, and use metrics to improve operational performance and customer satisfaction.
• Ability to work with the Information Security Officer to keep the required desktop cyber components updated and function properly.
• Excellent communication, collaboration, organizational, and relationship management skills.

Preferred Qualifications and Skills:

• Experience supporting a healthcare environment and understanding the urgency, service expectations, and operational demands of clinical and business users.
• Experience with Microsoft 365 administration tools, Entra ID, Intune, and endpoint management platforms.
• Knowledge of IT service management principles, ticketing platforms, knowledge base practices, and service level management.
• Experience using scripting or automation tools, such as PowerShell, to streamline support processes, deployments, or system administration tasks.

Essential Job Functions:

Desktop Support:

Direct and oversee daily help desk and desktop support operations, ensuring timely, effective resolution of incidents and service requests, consistent application of service standards, and a high-quality end-user support experience. Monitor queue health, service levels, workload distribution, and support metrics; identify trends, establish improvement plans, and implement process enhancements that increase team efficiency, quality, and customer satisfaction.

Project Work:

Plan, prioritize, and oversee end-user technology initiatives and operational projects, including workstation refreshes, deployments, support tool improvements, and other service delivery enhancements, ensuring timely execution and effective use of resources. Partner with IT leadership, clinical and business departments, and external vendors to align support services with organizational needs, communicate project and operational status, and address risks, dependencies, or service gaps.

Preventive Maintenance Tasks:

Establish and oversee preventive maintenance, endpoint lifecycle, and operational readiness activities to support reliable performance of end-user systems and devices, including updates, replacements, configuration standards,