IT Support Manager
IT Support Manager
Posted on :
11-07-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
11-07-2025
Job Description
Job Description
We are seeking an IT Support Manager to join the HealthTexas Medical Group Information Systems team. The IT Support Manager handles daily support tickets requests and incidents. The candidate must ensure that expectations are met regarding overall end-user satisfaction. This includes troubleshooting but is not limited to configuring and installing computer and network equipment while providing technical Tier 1 and Tier 2 customer support to all HealthTexas employees to resolve most issues on the first call. The person in this role is responsible for ensuring the team meets specific metrics and follows standardized processes to deliver effective customer service and meet requirements.
Culture and Values Expectations
At HealthTexas we believe that our workplace culture is the cornerstone of our success. We are committed to fostering an inclusive collaborative and innovative environment where every Associate feels valued empowered and motivated to reach their full potential. Our culture is the driving force behind our mission to deliver quality and compassionate care with outstanding service every patient every time. As an IT Support Manager at HealthTexas we expect you to embody and promote our Values and defined behavioral expectations.
- Integrity: Do the right thing the right way every time.
- Be honest and uphold commitments and responsibilities earn the trust and respect of the team and those we serve and maintain privacy and confidentiality.
- Compassion: Treat everyone with respect and dignity.
- Foster an environment of inclusivity and well-being practice patience and empathy and assume positive intent.
- Synergy: Collaborate to improve outcomes.
- Invite and explore new opportunities promote effective communication and teamwork take pride in yourself your work and HealthTexas.
- Stewardship: Use resources responsibly and efficiently.
- Implement effective strategies to attain goals achieve maximum productivity and results and seek continuous knowledge and improvement.
Essential Job Duties & Responsibilities
- Creates service level agreements (SLAs) to set problem resolution expectations and timeframes including a ticket escalation process.
- Analyze the performance of Service Desk activities and documented resolutions identify problem areas and develop and implement solutions to improve service quality and prevent future issues.
- Ability to manage multiple technicians and end users expectations.
- Train coach and mentor the support team.
- Take ownership of end-users issues reported to team members and ensure that problems are resolved.
- Ensure that statistics status reports and graphical reporting are provided to meet the needs of the department
- Updating clients regularly on ongoing open tickets/service requests
- Maintain strict confidentiality of sensitive information
- Assist in establishing staff goals and objectives.
- Manages team within budget guidelines.
- Document all work related to customer incidents through the ticketing system.
- Ability to manage projects and meet deadlines.
- Performs other duties as assigned or required.
- Contributes to the continual process improvement of department processes/tools.
- Participate in after-hours support.
Experience
- ITIL experience is strongly preferred
- Prior experience working with Microsoft products including Office 365 Windows and Server Operating Systems Active Directory DNS and DHCP.
- Experience working in a Healthcare or clinical environment preferred
- Ability to utilize metrics and data to improve service quality and team performance
- Ability to work effectively in a fast-paced and rapidly changing environment
- Supervisory or managerial experience in an IT environment
- Effective communication skills (oral & written) and strong leadership qualities
- Strong leadership quality
- Maintain a high level of technical expertise
- Experience with Service Desk Plus and other ManageEngine applications is a plus
- Virtual environment experience with VMware Center Citrix XenApp and XenDesktop technologies is a plus
- Ability to work after hours as needed.
Education
- A 4-year technical degree with 4 years applicable experience or 8 years of direct work experience could be substituted instead of a degree.
Work Hours Travel Requirements
- Monday Friday 8:00 a.m. 5:00 p.m. and as needed to complete projects.
- Travel to medical offices may be necessary for the purpose of providing benefit education.
Working Conditions & Physical Requirements
- This job operates in an office setting. This role routinely uses standard office equipment such as computers phones photocopiers scanners filing cabinets and fax machines.
- Must be able to perform under stress when confronted with emergency critical or unusual situations. Must be capable of managing periodic cyclical workload pressures and levels of responsibility. Required to make independent judgments without supervision but notify supervisors of issues and concerns. Must be able to make generalizations evaluations or decisions based on sensory or judgmental criteria. Must have the adaptability to perform a variety of duties often switching from one task to another of a different nature without loss of efficiency or composure. Requires the ability to work with people beyond giving and receiving instructions. Ability to carry or lift 60 lbs.
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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