Position Summary:
The Desktop Support Manager is responsible for leading UT Medical team member customer support services in a healthcare environment, ensuring secure, reliable, and compliant access to clinical and business systems. This role oversees desktop support operations, with a strong focus on modern endpoint management, endpoint security, and healthcare regulatory compliance (HIPAA). The manager drives service excellence, ensures minimal downtime for clinical staff, and supports modern device management across the enterprise.
Team Leadership & Management
Lead, mentor, and develop a team of desktop support technicians supporting clinical and administrative users
Manage staffing, on-call support, and escalation processes to ensure coverage for critical healthcare operations
Foster a service-oriented culture focused on patient care impact and user satisfaction
Provide coaching on healthcare-specific systems and compliance requirements
Service Delivery & Healthcare Operations
Oversee support for clinical applications (EHR/EMR systems), workstations on wheels (WOWs), and endpoint devices used in patient care
Ensure timely resolution of incidents impacting patient care and clinical workflows
Manage service desk KPIs, prioritizing uptime and responsiveness for critical healthcare systems
Align support processes with ITIL and healthcare service continuity requirements
Clinical Device Support
Oversee support and maintenance of clinical endpoint devices, including workstations on wheels (WOWs), bedside workstations, tablets, barcode scanners, label printers, and other point-of-care technologies
Ensure high availability and rapid response for devices used in direct patient care environments
Coordinate troubleshooting and resolution of hardware and connectivity issues affecting clinical workflows
Partner with clinical engineering/biomedical teams to support integrated medical devices and ensure proper delineation of responsibilities
Maintain compatibility between clinical devices, EHR systems, and supporting applications
Develop and enforce standard configurations for clinical devices to ensure consistency, reliability, and compliance
Support device sanitation and infection control protocols in alignment with healthcare requirements
Manage deployment and support of peripheral devices such as printers, scanners, badge readers, and carts used in medication administration and patient identification
Ensure minimal disruption during device upgrades, replacements, and maintenance in patient care settings
Provide training and guidance to clinical staff on proper use of supported devices
Vendor & Asset Management
Manage strategic partnership for healthcare-grade hardware (laptops, desktops, tablets, medical carts, printers, label writers, hand scanners, document scanners, and other peripherals)
Serve as primary escalation point for services for critical hardware issues
Oversee lifecycle management of devices, including Intune-based provisioning, deployment, refresh cycles, and secure disposal
Coordinate rapid hardware replacement for clinical environments to minimize patient care disruption
Standardize device models to ensure compatibility with healthcare applications and Intune policies
Monitor vendor SLAs, warranty performance, and response times-especially for mission-critical clinical equipment
Collaborate with procurement and finance to forecast and manage budgets for endpoint devices
Maintain accurate asset inventory, including device tracking, warranty status, and compliance records
Security, Compliance & Risk Management
Ensure all endpoint management practices comply with HIPAA and healthcare data protection regulations
Enforce encryption, device compliance policies, and secure access controls through Intune
Partner with cybersecurity team to implement Zero Trust security models
Support audits, risk assessments, and incident response related to endpoint security
Ensure secure handling of Protected Health Information (PHI) on all devices
Process Improvement & Strategy
Implement automation and self-service capabilities to reduce service desk volume
Develop and maintain documentation for healthcare-specific IT procedures
Lead endpoint-related projects such as device standardization, OS upgrades, and modern device management migrations
?Work Environment
Healthcare setting (hospital, clinic, or medical office environment)
May require after-hours support for critical systems and on call
Direct collaboration with clinical staff, IT leadership, partners at UT Medical, and vendors
Position Qualification:
Education & Experience
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
5-8+ years of IT support experience, including leadership in a healthcare environment
Experience supporting clinical systems and healthcare team members preferred
ITIL certification
Experience with healthcare compliance frameworks
Technical Skills
Experience with Azure Active Directory (Entra ID), Conditional Access, and identity management
Proficiency in Windows environments and healthcare endpoint infrastructure
Experience with technology enterprise hardware and lifecycle management
Familiarity with EHR/EMR systems and clinical device environments
Soft Skills
Strong leadership and team development capabilities
Excellent communication skills, especially with clinical and non-technical team members
Ability to prioritize issues impacting patient care
High attention to detail in regulated environments
Located in Knoxville, Tennessee, The University of Tennessee Medical Center, has a rich history in the East Tennessee community of providing patient-centered care and remaining at the forefront of research, technology and treatments. UT Medical Center attributes its well-respected standing within the community to the exceptional people that dedicate themselves to patient care excellence. The hospital serves as a referral center for Eastern Tennessee, Southeastern Kentucky and Western North Carolina. It is the region’s academic medical center, Magnet® recognized hospital and Level I Trauma Center.