HEALTH CARE MANAGER, IT SERVICE DESK

Description:

MAKE A DIFFERENCE AT OCHIN

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, providing the clinical insights and tailored technologies needed to expand patient access, grow and connect care teams, and improve the health of rural and underserved communities.

We are hiring a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees’ entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Position Overview

The IT Service Desk Manager provides strategic leadership and operational oversight for the IT Service Desk team, ensuring high-quality end-user support across the organization. This role is responsible for directing the team in resolving incidents and fulfilling service requests, monitoring performance metrics, and driving continuous improvement in service delivery. The Manager oversees technical standards for end-user devices, manages procurement and lifecycle refresh activities, and ensures alignment of Service Desk practices with organizational goals. This role partners closely with the Chief Technology Officer (CTO) and other leaders within the organization to develop support strategies, optimize processes, and enhance the end-user experience. This role reports to the CTO.

Essential Duties

• Provide leadership, direction, and management to the IT Service Desk team, including hiring, coaching, performance evaluation, and workforce planning.
• Assist in the development, planning, and management of the IT Service Desk budget, including forecasting costs for internal IT resources, technology needs, licensing, hardware lifecycle refresh, and operational expenditures.
• Establish and oversee daily operations of the Service Desk, ensuring timely resolution of incidents, requests, and escalations.
• Lead the design, rollout, and continuous improvement of procedures for triage, prioritization, and resolution of help desk requests.
• Partner with IT leadership to develop training programs and resources that improve end-user self-sufficiency and enhance service quality.
• Review, approve, and contribute to technical documentation, standard operating procedures, and knowledge-base content.
• Analyze team performance metrics; identify trends, implement process improvements, and ensure efficient use of resources.
• Oversee advanced troubleshooting and escalation management, collaborating with specialized IT teams when needed.
• Direct the procurement, deployment, lifecycle management, and inventory tracking for all end-user devices across the organization.
• Provide oversight for identity, network, email, and system access provisioning, including account creation, auditing, and deactivation processes.
• Ensure proper administration of directory services, authentication systems, and security groups.
• Manage the deployment, testing, and rollout of firmware and software patches across supported devices.
• Collaborate across IT teams and other departments to evaluate and improve service-related business processes.
• Perform other duties as assigned by IT leadership.

Requirements:

• Bachelor’s or equivalent relevant combination of education and experience
• Minimum 3-5 years of experience administering Microsoft Office 365 and Microsoft Exchange required.
• Minimum of 5 years of experience administering Windows Active Directory.
• Desired certifications/proficiencies include CompTIA A+, Network +, ITIL Foundation, Microsoft 365: Desktop Administrator, Jamf 100/200
• Minimum two (2) years of supervisory or manager experience (direct reports)
• Healthcare/Health care IT industry experience or experience supporting heavy regulated environments is required (Preference given to candidates with Healthcare/Health care IT experience.
• Experience overseeing Microsoft Intune and Jamf administration, ensuring consistent enforcement of security best practices for Windows endpoints and mobile device management (MDM) platforms
• Experience in implementation and administration of infrastructure services like FTP, IIS, DNS, DHCP, GPO and CIFS.
• Experience with Cisco and/or Citrix product line or other applicable technologies (Healthcare industry experience is a plus)
• Expertise configuring and maintaining Microsoft Windows, MacOS and iOS, including automation of common configuration and setup procedures
• Strong understanding of endpoint security principles, including secure configuration, policy enforcement, and compliance monitoring.
• Experience partnering with security or compliance teams to ensure adherence to organizational security standards and best practices.
• Knowledge of scripting languages (such as VBS, PowerShell) is a plus
• Strong foundation in Systems Administration principles, including systems automation, change management, capacity planning, documentation, etc.
• Advanced knowledge in using various remote tools for assisting users, troubleshooting, and resolving complex problems.
• Excellent verbal and written communication skills and able to work independently with minimal direction

Base Pay Overview

OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.

Physical Requirements/Work Environment:

• Constant interpersonal skills, teamwork, and customer service. Frequent creativity, mentoring, presentations/teaching. Occasional decision making and independent judgment or action.
• Reading, speaking, writing, and understanding English.
• While performing the duties of the job, the employee is regularly required to sit for long periods of time; stand and walk; use hands to finger, handle or feel; reach with hands and arms.
• This position requires a virtual home-office environment, working remotely and will require that employees be on camera for all virtual meetings.
• The role routinely uses standard office equipment such as computers and mobile devices.
• Travel may be required to support OCHIN’s business requirements for Go-Live installations or training which may require travel by air, vehicle, or train.

COVID-19 Vaccination Requirement

To keep our colleagues, members, and communities safe, OCHIN requires all employees—including remote employees, contractors, interns, and new hires—to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.

Work Location and Travel Requirements

OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position.

Work from home requirements are:

• Ability to work independently and efficiently from a home office environment
• High Speed Internet Service
• It is a requirement that employees work in a distraction free workplace

We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings

Equal Opportunity Statement

OCHIN is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.

As an Equal Opportunity and Affirmative Action employer, OCHIN, Inc. does not discriminate on the basis of race, ethnicity, sex, gender identity, sexual orientation, religion, marital or civil union status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.

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