IT Help Desk Manager (Healthcare)

TL;DR

IT Help Desk Manager (Healthcare): Leading and managing day-to-day operations of a 24/7 hospital IT help desk with an accent on clinical systems support and service delivery. Focus on ensuring minimal disruption to patient care, optimizing ITSM processes, and leading a team of support technicians in a HIPAA-compliant environment.

Location: On Site - Mobile, AL

Salary: $80,000–$93,000

Company

hirify.global provides managed IT services for healthcare facilities through Altera Digital Health.

What you will do

• Lead and manage 24/7 hospital IT help desk operations, ensuring timely resolution of Tier 1 and 2 incidents.
• Oversee support for critical acute care applications (EHR/EMR like Epic, Cerner) and maintain system downtime procedures.
• Hire, train, and supervise help desk analysts, focusing on healthcare workflows and HIPAA compliance.
• Implement ITIL-based processes for incident, problem, and change management.
• Act as the primary escalation point for hospital staff, clinicians, and leadership.
• Analyze help desk metrics and drive continuous improvement in IT service delivery.

Requirements

• Proven experience in IT help desk management and team leadership.
• Location: Must be based in or able to work onsite in Mobile, AL.
• Strong knowledge of ITSM tools and ITIL frameworks.
• Ability to manage support in a high-pressure, 24/7 clinical environment.
• Expertise in ensuring adherence to healthcare regulations, including HIPAA and HITECH.

Nice to have

• Experience in healthcare IT or acute care hospital environments.
• Knowledge of EHR systems such as Epic, Cerner, or Meditech.
• ITIL certification.
• Understanding of clinical workflows and hospital operations.

Culture & Benefits

• Leadership role within a critical healthcare infrastructure.
• Opportunity to lead digital transformation initiatives in an acute care setting.
• Commitment to a customer-focused, patient-centered service culture.
• Full-time employment with a focus on stability and operational excellence.