Job description

MHC Healthcare is seeking a Help Desk Manager to join the Information Technology team at the Marana Main Health Center, located in the heart of Marana, AZ. The Help Desk Manager provides daily oversight and management the workflow and regular operations of the Help Desk team, leads the effort to build and define Help Desk operating procedures, policies, and best practices, and collaborates with Information Technology (IT) leadership to support team building and development. MHC Healthcare is a Federally Qualified Community Health Center (FQHC), with 16 sites in Tucson and Pima County. Our mission is to improve our Community by providing exceptional, whole-person healthcare.

The following qualifications are required:

• Bachelor’s degree in Computer Science, IT, Engineering, or related field
• 2 years’ experience in a lead or supervisory IT role
• Experience supporting mid- to large-size organizations with desktop or server configuration, hardware and software support and installation, project management, and Help Desk operations
• Current Arizona driver’s license with clean driving record and proof of current vehicle insurance (39-month MVR will be run by MHC)

The following qualifications are preferred:

• Help Desk supervisory experience in a Windows environment, including service desk escalation, service level agreements, and vendor management
• Technical certifications (A+, Net+, Security+, CISSP, or related)
• Clinical certification or licensure
• Experience in a clinical healthcare environment
• Familiarity with healthcare software and Electronic Medical Records (EMR)
• Experience with Change Control Management

Equivalent combination of education and experience may be considered if applicable and must be directly related to the functions and body of knowledge required to successfully perform the job.

This position has the following supervisory responsibility:

• Supervises and monitors performance for an assigned group of employees. Supervisory duties include hiring and disciplinary actions, overseeing work assignments and quality, scheduling and timekeeping, performance evaluations, and training and development.

The ideal candidate will also possess the following knowledge, skills, and abilities:

• Strong computer literacy and proficiency in working with Microsoft applications.
• Demonstrated ability to manage, lead, and communicate goals and project tracking with team to achieve department objectives.
• Ability to gather and analyze information skillfully and identify and resolve problems in a timely manner.
• Ability to adapt to changes in duties and assignments, work harmoniously with others, and maintain composure and professional demeanor when dealing with conflict or difficult issues.
• Ability to cultivate a culture of respect and service excellence through professionalism, skilled communication, and demonstrated commitment to integrity, trust, respect, and equity.
• Proven effective leadership with demonstrated ability to effectively direct, delegate, motivate, and build high-performing, collaborative teams.
• Demonstrates cultural competence and commitment to supporting and promoting diversity, equity, and inclusion through work performance and professional interactions.

Duties and Responsibilities:

• Manages department staff through leading by example, understanding technical concepts, application of team building efforts, and enforcing accountability for team performance in reaching established department goals.
• Manages daily operations and provides supervision, oversight, and guidance to the Help Desk team.
• Establishes expectations for quality of customer service and ensures team compliance with established customer service standards.
• Establishes and gathers key metrics to analyze Help Desk performance and identify opportunities for improvement.
• Evaluates quality of service provided by Help Desk team, identifies opportunities for improvement, and provides coaching and facilitates other performance improvement activities.
• Coordinates with MHC leadership to support operational needs and manages IT Help Desk projects to sustain MHC operations and growth.
• Collaborates with IT leadership to identify, troubleshoot, and resolve problems to minimize downtime of applications and personnel.
• Collaborates with IT leadership to define goals, implement best practices, meet project deadlines, and develop policies and procedures.
• Maintains awareness of high-priority organizational needs and ensures Help Desk team effectively prioritizes work requests and associated tasks.
• Creates and manages short- to mid-range department goals aimed at creating a highly functional team.
• Leads and motivates employees to encourage an optimal level of quality service is provided and ensures all calls are handled in a friendly, courteous, and timely manner.
• Identifies training issues, coordinates training efforts, and provides immediate training as appropriate.
• Manages activities related to IT Service Level Agreements, contracts, and vendors.
• Creates Help Desk tickets and addresses issues or routes or escalates tickets to appropriate resources.
• Refers user questions, issues, and requests to appropriate department staff and assists with resolutions as appropriate.
• Collaborates with IT leadership to establish Help Desk protocols related to documenting user requests and resolutions.
• Confirms users’ understanding of expectations, service, or course of action and follows up to ensure satisfactory outcomes and effective communication.
• Oversees purchasing and inventory processes.
• Receives, documents, and notifies appropriate staff of department shipments.
• Develops and manages IT support knowledge base articles and submission process.

Benefits:
MHC Healthcare’s vision is to be the premier provider and employer in community health. To support our mission and vision in our community, MHC Healthcare believes health and well-being must start at home. Therefore, employees have many opportunities to care for our own health and wellness with benefits such as:

• Medical, Dental, and Vision
• 403(b) with employer contribution
• Short-term disability and other benefits
• Paid time off including 11 holidays plus vacation and sick leave accrual
• Paid bereavement, jury duty, and community service time
• Employee discount for medical services ($500 per year for full-time)
• Education reimbursement ($3,000 per year for full-time)

MHC Healthcare will recruit, hire, train, and promote persons in all job titles without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or an other characteristic protected by law. In addition, all personnel actions such as compensation, promotion, demotion, benefits, transfers, staff reductions, terminations, reinstatement and rehire, company-sponsored training, education and tuition assistance, and social and recreational programs will be administered in accordance with the principles of equal employment opportunity.

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