Manager Information Systems (Help Desk)

Description

Find more than your next job. Find your community.

We’re northern Michigan’s largest healthcare system and we are deeply rooted in the communities we serve. That means that our patients are often our family, friends, and neighbors – and it’s special to be able to care for them. And as one of the top healthcare systems to work for in Michigan by Forbes (American’s Best Employers by State 2022, 2023), we’re committed to your ongoing growth and development.

After work, you’ll find things to do in every season – beaches, outdoor recreation, unique restaurants, world-class wineries, arts, and entertainment.

Why Choose Munson Healthcare :

Balance – Get out on the water, in the woods, on the trails or around town.

Opportunity – Be a part of northern Michigan’s leading healthcare team with opportunities for personal and professional growth throughout the healthcare system.

Flexibility – A career that can change as your life changes.

Teamwork – Our people make Munson Healthcare a great place to work!

Lead the way to Excellence :

The help desk manager leads a 24x7 technical support team, ensuring efficient and effective customer service. Key responsibilities include managing and mentoring staff, handling escalated issues, setting performance standards, and managing processes for resolving technical problems. The role also involves monitoring performance metrics, creating reports, and coordinating with other departments to improve the user experience.

What we are looking for :

Bachelor’s degree in computer science, Business, Healthcare, or related field required with 8 years’ experience in the helpdesk or service desk management field.  In lieu of a bachelor’s degree, 12 years of relevant experience in IT help desk or IT service desk management is required.

MBA / MPH degree and advanced continuing education in information systems trends and methodology is preferred.

ITIL, HDI or other service management certifications preferred.

Experience in working with Help Desk operations required.  Current or very recent experience working with or in a complex computer environment is preferred.

Healthcare experience preferred

Ready to Make a Difference : Your Responsibilities Include :

Team leadership : Supervise, mentor, and train help desk staff, and evaluate their performance.

Operational management : Oversee daily help desk operations, including managing support tickets, setting schedules, and ensuring consistent service coverage.

Customer service : Ensure high levels of customer satisfaction, handle escalated or high-priority issues, and implement policies to improve service.

Process improvement : Develop and refine problem-resolution processes, establish service-level agreements (SLAs), and identify areas for improvement.

Performance monitoring : Track key performance indicators (KPIs), create reports on team productivity, and monitor trends to identify recurring issues.

What You’ll Get from Us :

• Full benefits, paid holidays, and generous paid time off
• Tuition reimbursement and ongoing educational opportunities
• Retirement savings plan with employer match and personal consulting
• Opportunities for career growth and development
• Wellness offerings, employee assistance program, and exclusive employee discounts

Ready to Begin Your Next Chapter? Let’s Connect! email gstein@mhc.net