IT Support Manager

Balance Health; Concord (CA); Presencial; USD 90 000 - 120 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, Dental, and Vision Plans

HSA with Employer Contribution

FSA

Generous PTO Program

401k with a 4% Match

Employee Assistance Program

Life and AD&D Insurance

Short-Term and Long-Term Disability

Resumo da oferta

Balance Health in Concord, California seeks an IT Support Manager to lead the Service Desk and drive reliable technology support across the organization. You will oversee daily operations, coach a technical team, and partner with leadership to align IT with clinical and business needs.

You will manage internal staff and MSP performance, implement improvements, and communicate outages and incidents clearly to staff and executives, ensuring excellent service delivery.

Qualificações

• Bachelor's degree in Information Technology or equivalent experience.
• 5+ years of IT support experience with at least 2 years managing a technical support team.
• Experience managing Service Desk operations and ticketing platforms.
• Strong knowledge of Microsoft 365, Windows, Entra ID/Active Directory, Intune, networking fundamentals, and endpoint management.
• Familiarity with healthcare system integrations strongly preferred; experience in multi-site or multi-EMR environments a plus.
• Working knowledge of HIPAA and healthcare data handling requirements.

Responsabilidades

• Lead, coach, mentor, and develop the IT Support team.
• Directly manage MSP and IT support technicians and ensure consistent service delivery.
• Serve as the primary operational point of contact for outsourced MSP partner performance, holding the MSP accountable to contracted SLAs.
• Conduct weekly support team meetings and individual coaching sessions.
• Manage team schedules, workload balancing, and performance expectations.
• Foster a culture of accountability, ownership, and exceptional customer service.

Conhecimentos

Leadership & Team Management

Help Desk Operations

Communication & Partnership

Performance & Improvement

Formação académica

Bachelor's degree in Information Technology

Ferramentas

Microsoft 365

Windows

Entra ID/Active Directory

Intune

Networking fundamentals

Endpoint management

Descrição da oferta de emprego

Description

The IT Support Manager is responsible for leading the IT Support team and delivering exceptional technology support across Balance Health. This role oversees daily operations of the Service Desk, serves as the primary escalation point for complex technical and integration issues, manages support staff and outsourced MSP performance, and ensures clear communication with employees and leadership throughout the organization.

Job Description

Job Description

Description

The IT Support Manager is responsible for leading the IT Support team and delivering exceptional technology support across Balance Health. This role oversees daily operations of the Service Desk, serves as the primary escalation point for complex technical and integration issues, manages support staff and outsourced MSP performance, and ensures clear communication with employees and leadership throughout the organization.

Requirements

Leadership & Team Management

• Lead, coach, mentor, and develop the IT Support team.
• Directly manage MSP and IT support technicians and ensure consistent service delivery.
• Serve as the primary operational point of contact for outsourced MSP partner performance, holding the MSP accountable to contracted SLAs.
• Conduct weekly support team meetings and individual coaching sessions.
• Manage team schedules, workload balancing, and performance expectations.
• Foster a culture of accountability, ownership, and exceptional customer service.

Help Desk Operations

• Oversee daily Service Desk operations and ensure ticket SLAs are consistently achieved.
• Monitor ticket queues, escalations, backlog, and response times.
• Serve as the primary escalation point for complex technical issues.
• Review ticket quality and identify recurring issues requiring long-term solutions.
• Maintain support documentation and knowledge base articles.

Communication & Business Partnership

• Communicate technology issues, outages, and major incidents to employees and leadership.
• Provide executive-level support when needed.
• Partner with external vendors to coordinate issue resolution.
• Build strong relationships with clinic leadership and corporate departments.

Performance & Continuous Improvement

• Develop, monitor, and improve Service Desk KPIs (first response time, resolution time, CSAT, ticket volume per site) and present findings in weekly/monthly reports to the Director of IT.
• Identify opportunities to improve support processes through automation and standardization.
• Participate in technology deployments, acquisitions, and onboarding initiatives.

Qualifications

• Bachelor's degree in Information Technology or equivalent experience.
• 5+ years of IT support experience with at least 2 years managing a technical support team.
• Experience managing Service Desk operations and ticketing platforms.
• Strong knowledge of Microsoft 365, Windows, Entra ID/Active Directory, Intune, networking fundamentals, and endpoint management.
• Familiarity with healthcare system integrations strongly preferred; experience in multi-site or multi-EMR environments a plus.
• Working knowledge of HIPAA and healthcare data handling requirements.
• Excellent leadership, communication, customer service, and organizational skills.

Benefits

• Medical, Dental, and Vision Plans
• HSA with Employer Contribution
• FSA
• Generous PTO Program
• 401k with a 4% Match
• Employee Assistance Program
• Life and AD&D Insurance
• Short-Term and Long-Term Disability