Service Desk Manager

About Piedmont Health Services

Piedmont Health Services, Inc. (PHS) is a 501(c)(3) nonprofit and Federally Qualified Health Center (FQHC) in North Carolina. Dedicated to delivering top-tier, accessible, and inclusive primary healthcare, PHS has proudly served for 55 years and remains the largest community health center in central NC. Operating 11 Community Health Centers, 2 PACE (Program of All-Inclusive Care for the Elderly) SeniorCare facilities, and 2 Mobile Health Units, PHS extends its services to residents across multiple counties, including Alamance, Caswell, Chatham, Orange, and Lee.

What's an FQHC?

Federally Qualified Health Centers (FQHC) are community-based healthcare providers that receive funds from the Health Resources and Services Administration (HRSA) Health Center Program to provide primary care services in under-served areas.

Job Title -  Service Desk Manager

Department -   IT Exempt

Reports to -  Chief Information Officer

Benefits -

• Medical, Dental, Vision, Life Insurance (Short & Long Term Disability)
• 403(b) Plan
• Paid Holidays
• CME (Continuing Medical Education)

About Position :   The Service Desk Manager leads the daily operations and long-term optimization of the Service Desk. This role ensures consistent delivery of high quality, customer-focused, end-user support while driving efficiency, training, and continuous improvement. The Service Desk Manager will develop and enforce service level agreements (SLAs) and is accountable for ticket accuracy and closure within SLAs. All incidents and requests must be properly documented and closed in ConnectWise (service management platform) to ensure data quality is accurate. This role oversees incidents and workflows, and leads service desk participation in downtime events, system upgrades, updates, and patching.  The Service Desk Manager owns the Service Desk Optimization Plan, oversees staff training and coaching, monitors performance.

Duties / Responsibilities -

Qualifications -

Education :   Bachelor’s degree in computer science, information systems, or a related field.

Equivalent experience in lieu of education is accepted.

Required :   5 to 7 years of experience in IT support roles with progressive leadership responsibilities.

Experience with ticketing and service management tools

Preferred :   Experience in infrastructure, networking, and / or systems support.

Experience implementing automation and self-service portals to reduce support load.

Experience in a CHC, FQHC, or value-based care environment.

Current / valid License :   Help Desk Institute (HDI) certification, preferred.

Immunizations :  Be medically cleared for communicable diseases and have all immunizations up-to-date prior to beginning employment

Pay Range -   $71,088 - $95,536

EEO Statement

Piedmont Health Services, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.