IT HelpDesk Manager

We are seeking an IT HelpDesk Manager!

Central & Southeastern Ohio Region

Join our Team!

Integrated Services for Behavioral Health (ISBH) is a community-minded, forward-thinking behavioral health organization helping people along the road to health and well-being. We meet people in their homes and communities and help connect them to the resources they need. We serve Southeastern and Central Ohio with a comprehensive array of behavioral health and other services, working with local partners to promote healthy people and strong communities. All of our services are intended to be collaborative and personalized for the individual.

The IT Helpdesk Manager is responsible for the strategic oversight, operational management, and continuous improvement of the IT Helpdesk function across the organization. This role ensures the delivery of high-quality, responsive, and customer-focused technical support services while aligning helpdesk operations with organizational priorities, clinical workflows, and enterprise IT standards.

In addition to maintaining hands-on technical competency, the Helpdesk Manager provides direct supervision, coaching, and performance management for a team of helpdesk technicians. The role is accountable for service delivery metrics, ticket management, staff development, process optimization, and the implementation of best practices that enhance end-user satisfaction and operational efficiency.

The salary for this position is $75,006.00 to $95,190.00 annually, based on experience

Essential Functions

• Provide leadership, oversight, and strategic direction for the Information Technology Helpdesk function, ensuring high-quality, customer-focused technical support services across the organization.
• Directly supervise, mentor, and manage a team of Helpdesk Technicians, fostering a positive, accountable, and high-performing work environment.
• Manage, prioritize, and oversee all inbound IT support tickets, ensuring timely resolution, appropriate escalation, and minimal operational disruption.
• Establish, monitor, and report on helpdesk performance metrics, including service level agreements (SLAs), response times, resolution times, and customer satisfaction.
• Serve as the primary escalation point for complex or high-impact technical issues, ensuring prompt resolution and clear communication with stakeholders.
• Develop, implement, and maintain helpdesk policies, procedures, and standard operating practices aligned with organizational and IT governance standards.
• Lead continuous improvement initiatives to optimize helpdesk workflows, ticket management processes, and service delivery outcomes.
• Oversee the creation and maintenance of comprehensive documentation, including knowledge base articles, troubleshooting guides, and training materials.
• Provide advanced technical troubleshooting support for hardware, software, network, and system-related issues as needed.
• Ensure proper account management processes, including user provisioning, access control, and security compliance.
• Oversee endpoint device lifecycle management, including deployment, maintenance, refresh, and decommissioning in accordance with established procedures.
• Monitor and ensure completion of preventative maintenance activities across all supported systems and endpoint devices.
• Lead onboarding and ongoing training for helpdesk staff, ensuring technical competency and adherence to service standards.
• Conduct training sessions for staff and end users to promote system knowledge, efficiency, and self-service capabilities.
• Collaborate with IT leadership and cross-functional departments to support system implementations, upgrades, and organizational initiatives.
• Maintain oversight of IT inventory management processes, ensuring accurate tracking and documentation of all equipment.
• Ensure all helpdesk interactions are properly documented within the ticketing system in a timely and consistent manner.
• Follow up on support requests and analyze trends to improve service quality and reduce recurring issues.
• Ensure adherence to cybersecurity protocols, including virus remediation, endpoint protection, and user awareness.
• Participate in organizational and IT governance initiatives, contributing to policy development and compliance efforts.
• Evaluate the performance of helpdesk staff, conduct formal performance reviews, and recommend appropriate personnel actions.
• Supervise and coordinate the activities of staff members through regular team meetings, coaching sessions, and ongoing communication.
• Adhere to the ISBH Confidentiality Policy.
• Participate in New-Hire Orientation as needed.
• Travel to offices throughout the service area is required.
• All other duties assigned.

Minimum Requirements:

Education/Licensure

• A high school diploma or GED equivalent is required.
• A bachelor’s degree in Information Technology, Computer Science, or a related field is required.

Experience

• 5 years of progressive IT support experience is required
• 3 years of supervisory experience in IT or a related field is required.
• Experience managing helpdesk operations in a healthcare or similarly complex environment is preferred.
• Experience with account provisioning, system access controls, and security best practices is required.

Knowledge, Skills, and Abilities

• Advanced knowledge of helpdesk ticketing systems, endpoint management, and user support processes is required.
• Proficiency in troubleshooting hardware, software, networking, and access-related issues is required.
• Ability to lead, motivate, and manage technical teams is required.
• Advanced organizational and process management skills are required.
• The ability to analyze performance metrics and implement data-driven improvements is required.
• Excellent communication and interpersonal skills with a strong customer service orientation.
• Ability to manage deadlines within a fast-paced, high-volume environment is required
• A valid driver's license is required
• An appropriate level of auto insurance coverage is required
• The ability to operate in an Internet-based, automated office environment is required
• The ability to maintain a high-speed internet connection is required

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer are required
• The ability to transport IT equipment is required
• Must be able to lift up to 15 pounds at times

Enjoy a great work environment with an excellent salary, generous paid time off, and a strong benefits package.

Benefits include:

• Medical
• Dental
• Vision
• Short-term Disability
• Long-term Disability
• 401K w/ Employer Match
• Employee Assistance Program (EAP) provides support and resources to help you and your family with a range of issues.

To learn more about our organization:https://ISBH.org

OUR MISSION
Delivering exceptional care through connection

OUR VALUES
Dignity - We meet people where they are on their journey with respect and hope

Collaboration - We listen to understand and ask how we can best support the people and communities we serve

Wellbeing - We celebrate one another's strengths, and we support one another in being well

Excellence - We demand high-quality care for those we serve, and we are a leader in how we care for one another as a team

Innovation - We deeply value a range of perspectives and experiences, knowing it is what inspires us to stretch past where we are and reach towards what we know is possible

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.