Job Description

The Help Desk Manager oversees Upperline Health’s enterprise helpdesk operations, ensuring timely support, high service quality, and consistent compliance with IT standards. This role manages SLAs, leads the helpdesk team, administers core platforms, and supports a broad range of enterprise technologies across clinical and corporate environments. The ideal candidate is both a technical expert and a strong people leader who drives operational excellence, automation, and a culture of empathy and responsiveness.

Core Responsibilities:

SLA Governance

• Monitor all tickets daily to ensure SLA compliance.
• Implement escalation workflows to maintain service quality and responsiveness.
• Coach technicians on best practices for ticket handling and escalation.

Quality Assurance

• Review ticket notes for clarity, completeness, and professionalism.
• Provide structured feedback, coaching, and training where improvement is needed.

Knowledge Base Ownership

• Develop, publish, and maintain an internal and external Knowledge Base.
• Document new processes, FAQs, troubleshooting guides, and standard procedures.
• Ensure content is up-to-date, searchable, and aligned with ITIL principles.

Platform Administration

Service Desk Plus Administration (Platform Owner)

• Manage ticket creation workflows, categories, automations, and SLAs.
• Implement new processes, forms, automations, and routing rules.
• Oversee all administrative settings and enhancements to the helpdesk platform.

Expanded Technical Responsibilities:

Microsoft Licensing & Administration

• Maintain, audit, and optimize Microsoft 365 licensing allocations.
• Provide expert-level administration of:
  • Exchange mail flow rules, distribution lists, shared mailboxes.
  • Entra ID identity management, conditional access, user lifecycle.
  • SharePoint site permissions, structure, content governance.
  • Teams collaboration policies, teams/channel structure, compliance.

Azure Administration

• Manage Azure resources, integrations, and role-based access controls.
• Support enterprise applications and maintain a secure cloud environment.

Endpoint Management

• Administer all corporate endpoints through Microsoft Intune, including compliance policies, configuration profiles, application deployment, and device lifecycle.

Collaboration & Communication Platforms

• Manage RingCentral telephony systems including call flows and user provisioning.
• Administer Microsoft Teams collaboration features and integration points.
• Provide advanced support for:
  • Dragon Medical One dictation software
  • Five9 contact center administration

Networking & Infrastructure

• Administer Cisco Meraki cloud networking for configuration, monitoring, and troubleshooting.
• Possess foundational networking knowledge (DNS, DHCP, VLANs, routing) to troubleshoot issues and escalate appropriately.

Automation & Analytics

• Build workflow automations using Power Automate to improve efficiency and reduce manual effort.
• Create and maintain SLA dashboards and operational reports in Zoho Analytics or equivalent tools.

Enterprise Application Oversight

• Manage Adobe licensing, user provisioning, and application access.
• Enforce onboarding standards that reduce shadow IT and ensure compliance across integrated systems.

Additional Leadership Functions:

Reporting & Metrics

• Generate and present weekly SLA compliance and operational performance reports to IT leadership.

Training & Development

• Deliver monthly training sessions on ITIL best practices, documentation quality, and customer service excellence.

Project Participation

• Collaborate on infrastructure enhancements, system deployments, and cross-functional IT initiatives.

Asset Management Oversight

• Supervise the IT Asset Manager responsible for shipping, warehousing, tracking, and device lifecycle management.

Professional Emphasis

• Act as a strategic partner in IT operations, ensuring alignment with organizational goals.
• Champion a culture of responsiveness, empathy, and high-touch customer service.
• Drive automation and user self-service adoption to shorten resolution times and elevate the user experience.

Qualifications:

Required

• 5+ years in IT Support with at least 2 years in a leadership or management role.
• Strong experience with Microsoft 365, Intune, Azure, and enterprise collaboration tools.
• Proficiency with helpdesk platforms (Service Desk Plus preferred).
• Ability to manage complex ticket workflows and enforce SLAs.
• Strong communication, mentorship, and documentation skills.

Preferred

• Healthcare IT experience or background supporting clinical environments.
• Familiarity with ITIL practices and service desk maturity models.
• Experience with Meraki, RingCentral, Dragon Medical One, and Five9.
• Automation experience with Power Automate or equivalent tools.