IT Help Desk Manager - Lead & Elevate Support

Solaris Health Holdings; Westchester (IL); On-site; USD 73,000 - 95,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life Insurance

Pet Insurance

Health savings account

Paid sick time

Paid time off

Paid holidays

Profit sharing

Retirement plan

Job summary

Solaris Health Holdings in Westchester, IL, seeks a Help Desk Manager to lead IT support services, manage staff, and ensure timely, high‑quality assistance aligned with SLAs and security standards.

The role coordinates with infrastructure, cybersecurity, applications, and vendors to resolve complex issues, improve service delivery, and protect patient information while supporting the organization's business objectives. A bachelor's degree and IT leadership experience are required.

Qualifications

• Bachelor's degree required.
• Five years of progressive IT support experience with at least two years in a supervisory role.
• Travel to Illinois and Indiana locations may be required.

Responsibilities

• Lead the daily operations of the IT Help Desk and ensure SLAs are met.
• Supervise and develop Help Desk staff through training and coaching.
• Manage incident, service request, and problem management processes.
• Monitor KPIs, prepare reports, and drive service improvements.
• Develop and maintain Help Desk policies and knowledge base articles.
• Coordinate with IT infrastructure, cybersecurity, applications, and vendors.
• Ensure HIPAA compliance and protect patient information.
• Maintain IT assets and optimize operational efficiency.

Skills

Leadership

Staff development

ITIL awareness

Communications

IT service management

Incident handling

Vendor coordination

Problem solving

Team coordination

EMR familiarity

Education

Bachelor's degree

Tools

ITSM tools

Windows Server / IT admin tools

Job description

Solaris Health Holdings in Westchester, IL, seeks a Help Desk Manager to lead IT support services, manage staff, and ensure timely, high‑quality assistance aligned with SLAs and security standards.

The role coordinates with infrastructure, cybersecurity, applications, and vendors to resolve complex issues, improve service delivery, and protect patient information while supporting the organization's business objectives. A bachelor's degree and IT leadership experience are required.