Tech Help Desk Leader - Service & Support Excellence

Upward Health; Hauppauge (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Upward Health in Hauppauge, NY is seeking a Help Desk Manager to lead our Technology Support team and ensure high‑quality service for clinical and corporate users across the United States.

You will oversee daily operations, triage tickets, drive SLA adherence, mentor staff, collaborate with clinical and business teams, and implement proactive improvements while maintaining strong security practices.

Qualifications

• Experience leading helpdesk or IT support teams.
• Proficiency with Microsoft platforms including Office 365, Exchange, SharePoint, and Teams.
• Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk) and SLAs.
• Strong communication and leadership skills.
• Ability to analyze support metrics and improve delivery.
• Knowledge of inventory control, asset tracking, and logistics.

Responsibilities

• Lead Technology Support Specialists and ensure high-quality customer support by maintaining SLAs.
• Manage end-to-end daily helpdesk operations with balanced workloads and prompt escalation.
• Triage tickets efficiently and drive timely resolutions across cross-functional teams.
• Identify trends in support requests and implement proactive solutions to improve system reliability.
• Partner with clinical teams and business services to align technology support with organizational needs.
• Maintain clear documentation and knowledge bases for end users and staff.

Skills

Leadership

Team management

Customer support

Communication

Metrics analysis

Troubleshooting

Inventory control

Technical troubleshooting

Security practices

Tools

Office 365

Exchange

SharePoint

Teams

Jira

ServiceNow

Zendesk

Job description

Upward Health in Hauppauge, NY is seeking a Help Desk Manager to lead our Technology Support team and ensure high‑quality service for clinical and corporate users across the United States.

You will oversee daily operations, triage tickets, drive SLA adherence, mentor staff, collaborate with clinical and business teams, and implement proactive improvements while maintaining strong security practices.