Desktop Support Manager

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