Desktop Support Manager

OverviewArdent Health is a leading provider of healthcare in communities across the country. With a focus on consumer-friendly processes and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. We are driven by our purpose of caring for people: our patients, our communities and one another. Located in Brentwood, Tennessee, Ardent has earned a reputation as one of the industry's strongest and most innovative healthcare systems. Our facilities and clinics are consistently recognized among healthcare's best employers. We recognize each hospital and clinic is as unique as the community it serves. We strive to maintain strong community ties through advisory boards, contributions, charitable care, education and outreach. Ardent includes:30 hospitals280 sites of care4,281 beds24,000+ team members8,200+ nurses1,800+ aligned providers5.8M annual provider encounters421 medical residents Ardent makes considerable investments in people, technology, facilities, and communities, producing high quality care and extraordinary results. From newly constructed facilities and expanded services, to lifesaving technology and outstanding opportunities for employees, Ardent is committed to providing its hospitals and clinics the tools needed to succeed. We believe it is this mix of corporate support and local autonomy that equips our teams for success. Pascack Valley Medical Center:Hackensack Meridian Pascack Valley Medical Center is a 128-bed acute-care community hospital offering advanced medical services focusing on personalized care. The Emergency Department delivers comprehensive care for patients of all ages, offering a wide range of emergency services tailored to the needs of pediatric, adult, and geriatric populations. Other key offerings include a state-of-the-art maternity center, women's imaging center, cardiac and pulmonary rehabilitation, joint replacement and bariatric care, and an intensive care unit for critical medical needs. Part of the Hackensack Meridian Health network, the hospital is dedicated to delivering high-quality care to enhance community health and well-being.We are proud to be certified by the Joint Commission for Stroke, Sepsis, and Ortho/Hip and Knee, and our maternity care is top-rated, with recognition as one of Americas Best Maternity Hospitals by both U.S. News and World Report and Newsweek. Additionally, we have been recognized as a Top Community Hospital by Leapfrog Group among other recognitions. Job Overview:The Desktop Support Manager oversees the day-to-day operations of the Desktop Support team, ensuring timely and efficient resolution of technical issues, continuous improvement of support processes, and a high level of customer satisfaction. This role involves supervising a team of technicians, collaborating with other IT divisions, and maintaining standards for desktop hardware, software, and related services across the organization. ResponsibilitiesRecruit, train, mentor, and evaluate Desktop Support Technicians. Assign tasks, set goals, and monitor performance metrics. Foster a collaborative environment focused on service excellence.Oversee escalation of complex technical issues, guiding technicians in problem-solving. Ensure all support tickets are properly triaged, prioritized, and resolved promptly. Develop and maintain knowledge base articles, FAQs, and self-service tools.Establish and enforce policies, procedures, and best practices for desktop computing, software deployment, and endpoint security. Monitor adherence to corporate standards for IT equipment and software.the allocation and inventory of desktop hardware, peripherals, and software licenses. Collaborate with procurement to plan and forecast equipment needs and budget.Serve as a primary liaison between end users, the Desktop Support team, and other IT functions. Provide regular status updates, metrics, and project reports to senior leadership. Engage with vendors and service providers to coordinate repairs, warranty claims, and technical updates.Identify areas for enhanced efficiency or cost savings in desktop support operations. Implement new tools, technologies, or processes to improve service delivery and end-user satisfaction. QualificationsJob Requirements:Bachelor's Degree in Computer Science, Information Technology, or a related field; or equivalent professional experience. 5+ years of hands-on desktop support or IT service desk experience. 2+ years in a supervisory or managerial role leading technical teams. Proficiency with Windows and Mac operating systems, common business applications (e.g., Microsoft 365), and endpoint management tools. Understanding of Active Directory, group policies, and basic networking concepts. Ability to communicate clearly with technical and non-technical staff. Preferred Job Requirements:Familiarity with ITIL frameworks (Service Desk, Incident Management, Problem Management) is a plus. Certifications such as A+, Network+, Microsoft MCP/MCSA, ITIL Foundation, or equivalent.