IT Service Desk Manager

Company Overview

DOCS Dermatology (DOCS) is one of the largest and most established dermatology practices in the nation. With more than 186 providers within 100+ locations in 10 states, we have been serving patients for over 40 years. At DOCS, we strive to put the patient first with an emphasis on medical, surgical, and cosmetic dermatology. We provide easy access to high quality dermatologic care in an environment that is consistently friendly, convenient, courteous, and caring. Summary The IT Service Desk Manager is responsible for leading and managing service desk operations to deliver efficient technical support, maintain high levels of user satisfaction, and drive strong team performance. This role emphasizes team leadership, effective user communication, and the ability to prioritize and delegate tasks in support of strategies and initiatives established by executive leadership.

Job Responsibilities

• Oversee daily operations of the IT Service Desk to ensure efficient workflows and timely resolution of technical issues.
• Enhance the performance and productivity of the service desk team by providing guidance, leadership, mentorship, training, and support.
• Ensure that customer service standards are met by addressing user needs and effectively resolving issues.
• Track and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer feedback to improve service quality.
• Collaborate with leadership and department managers to roll out new IT initiatives and coordinate system updates or maintenance.
• Optimize and effectively allocate resources to meet DOCS technology needs.
• Travel to company locations as needed to support project evaluation and implementation.
  
  
  

Minimum Qualifications

• 10+ years of enterprise IT service desk experience.
• 3+ years of experience in a supervisory role.
• 3+ years of experience in healthcare. (Highly Preferred)
• Associates or Bachelor's degree in Information Technology or a related field. (Preferred)
• Demonstrated IT problem-solving skills with ability to build rapport and project a calm, patient demeanor in stressful situations.
• Ability to work independently, manage priorities, and document technical issues.
• Ability to travel to on-site locations on a limited basis.
• Certifications in the following: (Preferred)
• Microsoft IT Support Specialist Professional
• Azure Administrator Associate
• Microsoft 365
• Current working job knowledge/proficiency in:
• Advanced knowledge of endpoint management strategies
• Microsoft Office Suites
• Windows Operating Systems
• Remote desktop solutions
• Knowledge of Active directory, Entra ID
• Windows networked environment (LAN/WAN)
• Basic working knowledge of VOIP phones (VM password resets, basic troubleshooting)
• MacOS, iOS, MDM, and Azure experience is a plus
  

Benefits

• Our benefits package includes medical, dental, and vision insurance, 401k matching, company paid life insurance, employee assistance program, and paid time off.
  
  
  

Physical Demands

• Ability to travel to on-site locations as needed.
• Ability to stand for extended periods, kneel, lift, and move up to 50 pounds.
• Employees may be regularly required to sit, talk, hear, and use hands and fingers to operate a computer, telephone, and keyboard while performing the duties of this job.