Information Technology Manager

The IT Manager - Helpdesk is responsible for overseeing and managing IT helpdesk and support operations, ensuring efficient technical support for end‑users in healthcare operations. Key responsibilities include helpdesk management, ticket management, user support, training, vendor liaison, budgeting, compliance, and reporting.

• Midtown (Sacramento, 95811)

• Helpdesk Management: Oversee and coordinate the overall functioning of the IT helpdesk, ensuring timely resolution of technical issues and optimal end‑user support.
• Ticket Management: Implement and maintain a comprehensive ticketing system to track and prioritize support requests, ensuring efficient and organized handling of technical issues.
• User Support, Training, and Documentation: Provide hands‑on user support for hardware, software, and network‑related problems. Develop and deliver training programs for the IT helpdesk team and maintain documentation for common technical issues and solutions.
• Vendor Liaison: Collaborate with external vendors and service providers to address technical issues, upscale support requests as needed, and ensure effective communication and resolution.
• IT Service Improvement: Identify opportunities for enhancing IT services and the end‑user experience. Implement service improvement initiatives to optimize support processes and efficiency.
• Lifecycle Management: Manage the full lifecycle of IT users, systems/tools, and assets, including onboarding and offboarding processes, account and access management, and routine maintenance of directories and inventories. Ensure regular auditing of user access, system configurations, and IT assets to maintain accuracy, security, and compliance. Coordinate with internal staff and external partners to keep IT resources current, documented, and aligned with organizational needs.
• Budgeting and Resource Allocation: Prepare and manage budgets related to the IT helpdesk operations, including contract renewals, staffing and equipment needs. Allocate resources effectively to ensure smooth operation of the helpdesk supporting the organization’s clinic/office hours.
• Project Support: Support IT and departmental projects by coordinating tasks, resources, and timelines in collaboration with internal stakeholders and external partners. Assist in implementing technology initiatives, system upgrades, and operational improvements by providing hands‑on technical support, end‑user readiness activities, and clear communication throughout project phases. Ensure project activities are executed according to established policies, documented appropriately, effectively communicated across stakeholders, and aligned with organizational goals.
• Compliance and Reporting: Ensure compliance with healthcare data privacy regulations, particularly HIPAA, within helpdesk operations. Prepare and submit reports related to helpdesk performance and incident resolution, maintaining transparency and accountability.

• Supervise the IT helpdesk team, including helpdesk technicians and support personnel.
• Other Duties as assigned.

• Bachelor's degree in information technology, computer science, or a related field. Years of experience may be substituted for education contingent on demonstration of required competence in:
• Subject matter expertise
• Problem solving and troubleshooting skills
• Experience in IT helpdesk management, with knowledge of healthcare‑specific software and systems.
• Experience in the following areas, developed in prior supervision or lead roles:
• Developing department objectives and measurements to meet organizational goals.
• Staff selection and development.
• Management of department workload

• Advanced certifications in IT or relevant vendor‑specific certifications.
• Proven experience in managing IT helpdesk operations within the healthcare industry.
• Familiarity with electronic health records (EHR) systems and hands‑on experience in implementing and maintaining them.
• Strong project management skills with a track record of successfully leading IT initiatives.
• Knowledge of the latest trends and advancements in healthcare technology.
• Experience…