Tier 1 IT Service Desk Manager

Pennant Group; Eagle (ID); Remote; USD 75,000 - 85,000; Full time

Job summary

A leading healthcare company is seeking a compassionate Tier 1 Service Desk Manager to oversee IT support operations. This role involves leading a dedicated team, ensuring compliance with healthcare standards, and impacting patient care through excellent technical support. Ideal candidates will have a robust background in IT support and team leadership.

Qualifications

• 3+ years of IT support experience, including 1+ year in a supervisory role.
• Familiarity with healthcare IT environments and common systems like EHRs.
• Understanding of ITSM and compliance requirements in healthcare.

Responsibilities

• Lead a team of Tier 1 IT Support Resources, providing mentorship and guidance.
• Monitor KPIs such as SLA adherence and implement improvement strategies.
• Ensure Service desk operations comply with HIPAA and internal security policies.

Skills

Leadership

Communication

Conflict Resolution

Operational Thinking

Education

BS in Information Systems

Computer Science

Tools

Zendesk

ServiceNow

Freshservice

Job description

We are seeking a compassionate and experienced leader to join our team as a Tier 1 Service Desk Manager, responsible for overseeing our frontline IT support operations with a strong emphasis on service excellence, healthcare compliance, and team development. This role manages the daily functions of the Service Desk Tier 1 team, supporting clinicians, caregivers, and administrative staff while ensuring the stability and responsiveness of our IT services. It offers the opportunity to make a tangible impact on patient care by enabling seamless technical support in a fast-paced, highly regulated environment.

What You’ll Do

• Lead a team of Tier 1 IT Support Resources, providing mentorship, daily guidance, and performance feedback to foster a supportive and service-focused team culture.
• Oversee the daily operation of the Service desk including ticket prioritization, queue management, coverage planning, and escalation routing.
• Monitor KPIs such as SLA adherence, first-contact resolution rates, and customer satisfaction (CSAT), and implement improvement strategies when necessary.
• Collaborate with clinical and operational leaders to ensure support aligns with clinical and/or operational workflows and minimizes impact on patient care.
• Act as an escalation point for high-priority incidents and ensure timely, empathetic resolution in alignment with healthcare urgency and safety.
• Facilitate onboarding and ongoing training for Tier 1 staff, with a focus on customer service, healthcare system knowledge, and technical competency.
• Oversee the creation and maintenance of documentation, knowledge base articles, and process guides, ensuring relevance, accuracy, and clarity.
• Support and coordinate with Tier 2/3 teams and cross-functional IT projects, helping manage change control, communication, and incident postmortems.
• Ensure Service desk operations are in full compliance with HIPAA and internal security policies regarding protected health information (PHI).
• Participate in the evaluation and implementation of support tools including ticketing systems, chat support, and AI-based solutions.
• Provide backup support during peak hours or critical outages, maintaining visibility and accountability across all active support channels.
• Participate in an on-call rotation, supporting after-hours escalations as needed.

What We’re Looking For

• A service-minded leader passionate about enabling healthcare through technology.
• 3+ years of IT support experience, including 1+ year in a supervisory or managerial role.
• Familiarity with healthcare IT environments and common systems like EHRs (e.g., Epic, Cerner).
• Experience with ticketing platforms such as Zendesk, ServiceNow, or Freshservice.
• Understanding of ITSM and compliance requirements in healthcare (HIPAA, HITECH).
• Strong communication and conflict resolution skills, with an empathetic leadership style.
• Ability to think operationally and strategically in a fast-moving, high-stakes environment.
• BS in Information Systems, Computer Science, or equivalent experience preferred.

Compensation

$75,000 – $85,000 DOE

Location: Remote

On-call responsibilities required

The employer for this position is stated in the job posting. The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets. More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.