IT Helpdesk Manager

Description

Location:

1900 Silver Lake Road, Suite 110 New Brighton, MN 55112

Working Model:
Onsite- first 90 days and then option for Hybrid per business needs

Employee Type: 1.0 FTE

Schedule: Monday
- Friday 8am-4:30PM

At Sagent Behavioral Health, we believe profound change is possible. As one of the largest behavioral health organizations in the Midwest-with 2,000+ team members across 80+ locations in five states-we offer the stability and resources to help you thrive.

Backed by more than 100 years of combined behavioral health experience, Sagent brings together the trusted legacies of Ellie Mental Health, Life Works, Nystrom & Associates, Psychiatric Associates, Sandhill Counseling & Consultation, and Vantage Point.

Here, you'll find a supportive, inclusive culture where you can hone your skills, collaborate with a fantastic team, and build a rewarding career focused on what matters most: helping others find hope. Guided by our HOPE values-Humility, Optimism, People-Centered, and Ethical Practice-we provide manageable caseloads, flexible schedules, and compensation options that work for you-from salary to production-based models.

As a IT Helpdesk Manager at Sagent Behavioral Health, you will oversee the daily operations of the IT helpdesk team, ensuring timely, high-quality technical support for all end users. This role is responsible for team leadership, process improvement, service delivery, and coordination with other IT departments. The manager ensures that support operations run efficiently, service levels are met, and the helpdesk team provides excellent customer experience.

Full Time Benefits:

• Healthcare, Dental, Vision
• 401k, Long Term Disability, Short Term Disability and Life Insurance
• PTO and Paid Holidays

Responsibilities:

• Lead, mentor, and develop a multi-level helpdesk team (L1-L3).
• Manage daily helpdesk operations, including ticket flow and workload distribution.
• Ensure adherence to SLAs and service performance standards.
• Establish and maintain helpdesk policies, procedures, and best practices..
• Track and analyze key metrics (ticket volume, response/resolution times, customer satisfaction)
• Act as the primary escalation point for complex or high-priority issues.
• Collaborate with IT teams (infrastructure, network, security) to resolve issues and improve services.
• Conduct team meetings, performance reviews, and ongoing training.
• Maintain and enhance IT documentation and knowledge base resources.
• Support IT projects, system upgrades, and technology deployments.
• Manage vendor relationships and coordinate third-party support.
• Identify and implement process improvements, automation, and user experience enhancements.
• Ensure compliance with security standards, policies, and audit requirements.
• Oversee budgeting, resource planning, and financial (P&L) alignment.
• Demonstrate strong technical knowledge, leadership, communication, and problem-solving skills in a fast-paced environment.

Requirements:

• Proven experience directly managing multi-tier, distributed helpdesk teams
• Strong hands-on administration of ITSM platforms (not just end-user experience).
• Background in regulated environments (healthcare/HIPAA preferred; behavioral health a plus).
• 3-10 years of progressive IT support experience with demonstrated people management depth.
• Experience overseeing helpdesk budgeting, including planning, P&L management, and cost control.
• Skilled in vendor and contract management, including negotiations and renewals..
• Ability to perform resource and capacity planning across multiple locations and scale operations.
• Strong business acumen with experience building and defending investment cases (tools, automation, upgrades).
• Self-driven leader with a continuous improvement mindset and awareness of emerging technologies.
• Working knowledge of AI in IT support (automation, chatbots, ticket triage) with emphasis on efficiency and compliance in secure environments.

Compensation:

Salary: $110,000-$125,000

* Actual compensation may be determined by various factors such as education, experience, skillset, internal equity, schedule and/or location.

* Employees in these positions are W2.

Sagent Behavioral Health is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.