Help Desk Manager

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it.  We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry.  Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As a Helpdesk Manager at Hummingbird, you will lead the service desk team in delivering exceptional, proactive technical support while defining and continuously improving the strategy, processes, policies, and standards around service desk operations. This role ensures the efficient and effective operation of the helpdesk by overseeing daily functions, managing escalations, and fostering a culture of accountability, responsiveness, and problem-solving. The Helpdesk Leader will also drive initiatives to enhance user experience and support efficiency by implementing data-driven process improvements and leveraging technology solutions.

Responsibilities

Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.

FLSA Status: Exempt

Compensation: Starting at $104,000 per year

Work Location: This position is remote. You must work from a location within the United States with consistent internet service.

Travel: 2-3 times per year for client visits, training, and company events

Benefits Eligible: Yes

People Manager: Yes

Helpdesk Oversight and Strategy

• Develop, implement, and refine a comprehensive IT helpdesk strategy that ensures timely and effective resolution of technical issues, prioritizing operational efficiency and user satisfaction.
• Establish, document, and enforce helpdesk policies, procedures, and best practices to maintain consistency and quality in service delivery.
• Monitor key performance indicators (KPIs) and service-level agreements (SLAs), leveraging data to identify trends, address bottlenecks, and implement continuous improvements.
• Build scalable support structures to align with business growth, ensuring that resources and processes are proactively adjusted to meet evolving user needs.

Technical Support Delivery

• Oversee the delivery of tier 1 and tier 2 technical support, ensuring a structured approach to troubleshooting complex issues and coordinating with vendors when necessary.
• Develop and maintain an extensive knowledge base and documentation repository for troubleshooting procedures, system configurations, and process workflows, empowering team members to resolve issues efficiently.
• Collaborate closely with IT teams to escalate and resolve recurring technical issues at the root cause, reducing long-term support needs.
• Implement mechanisms to gather feedback from end users and utilize insights to drive enhancements in service desk performance and overall IT support effectiveness.

Cloud-Based Ticketing System Oversight

• Administer and optimize the FreshService ticketing system, ensuring seamless operation, accurate tracking, and alignment with organizational needs.
• Evaluate and implement new system features to improve automation, reduce manual tasks, and enhance helpdesk team efficiency.
• Ensure full integration of the ticketing system with other IT platforms and workflows, enabling comprehensive service tracking and reporting.
• Provide training and continuous education for helpdesk staff on system usage, best practices, and new feature adoption to maintain a high level of proficiency.

Strategic Planning

• Define and implement an enterprise-level helpdesk strategy that establishes and enforces service desk SLAs.
• Proactively scale staffing and resources to meet user demand and maintain service quality.
• Integrate technology solutions to enhance efficiency, automation, and service delivery.
• Develop long-term plans to align IT support functions with overall business objectives and operational growth.

Team Leadership

• Lead your team to meet department and organizational goals.
• Engage your team through 1-1s, team meetings, feedback, recognition, and clear communication.
• Provide guidance and coaching to help team members embrace growth, develop new skills, and meet their personal and professional goals.
• Perform management tasks including resource allocation, performance reviews, conflict resolution, and personnel management.

Required & Desired Skills

Required Skills and Experience

• 5+ years of experience in IT service desk operations, with at least 2 years in a leadership role overseeing a team.
• Strong understanding of IT service management (ITSM) frameworks, including ITIL, with a proven track record of implementing service desk best practices.
• Hands-on experience managing and optimizing a cloud-based ticketing system (e.g., FreshService), including automation and system integrations.
• Excellent problem-solving skills, with the ability to assess complex technical issues, coordinate across teams, and implement sustainable solutions.
• Strong leadership, communication, and change management skills, with the ability to inspire and develop a high-performing team.
• Experience setting KPIs and using data analytics to track performance metrics and drive service desk optimizations and efficiency improvements

Desired Skills and Experience

• Familiarity with IT security compliance and risk management, as it relates to service desk operations.
• Exposure to enterprise IT environments, including cloud computing and SaaS solutions.
• Ability to evaluate and implement emerging technology solutions that improve helpdesk efficiency and user experience.
• Familiarity and/or certification in ITIL or related service management frameworks

#LI-AP1

The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:

• Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
• Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
• Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce. 

Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them.  Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.
 

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