Company Description
More Than Just Care, It’s Community
Imagine doing meaningful work in a place where people vacation. That’s life at Munson Healthcare - northern Michigan’s largest healthcare system, with eight award-winning community hospitals serving over half a million residents across 29 counties.
If you want a career in healthcare and a lifestyle most people only dream about – with freshwater lakes, scenic trails, charming downtowns, a vibrant arts scene, and endless outdoor adventures - you might just be Munson Material. To us, that means teammates who live by our values of excellence, teamness, positivity, creativity, and a commitment to creating exceptional experiences for our patients and each other. Join a team that delivers outstanding care in one of the most beautiful regions in the country.
Invested in You
Thrive: Full benefits, paid holidays, 29 days of PTO, management incentive program, employee discounts, and free individual retirement counseling.
Job Description
Your Leadership in Action
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.
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.
Qualifications
What’s Required
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.
Minimum 3 years experience managing a Help Desk preferred
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
Additional Information
Are you Munson Material? Apply today!
Munson Healthcare requires all employees be vaccinated or have lab confirmed immunity for Measles, Mumps, Rubella and Varicella. MHC also requires all employees to receive a flu vaccine during the flu season in the year that they are hired and annually thereafter, or receive an approved medical or religious exemption.
