What are the responsibilities and job description for the IT Technical Support Manager position at Phelps Health?
Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri.
No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family.
Summary
No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family.
Summary
- The IT Technical Support Manager oversees the daily operations of the IT Help Desk and Technical Support teams, ensuring the delivery of high-quality technical assistance to internal customers within a healthcare environment with an emphasis on delivering exceptional customer service.
- Manage and mentor staff to provide exceptional customer service and technical support, ensuring timely issue resolution.
- Oversee daily operations including deploying new or replacement equipment, triaging and resolving reported problems while establishing and enforcing best practices and standard operating procedures (SOPs).
- Analyze ticket data to identify recurring issues, trends, and potential service disruptions, and implement proactive solutions to enhance end user experience and minimize downtime.
- Promote a culture of service excellence by prioritizing responsiveness, quality support, documentation, end user communication, and collaboration, serving as the primary escalation point for complex technical issues.
- Monitor team performance using metrics and feedback, delivering coaching, training, and development to enhance skills and customer satisfaction.
- Maintain and manage hardware, software, and IT asset inventories, contributing to budget planning and procurement aligned with organizational needs.
- Recruit, train, and develop technical staff, fostering teamwork, continuous improvement, and actionable feedback for growth.
- Actively respond to customer queries and complaints, ensuring consistent, high-quality support and driving process improvements across end-user services.
- Four-year degree or the equivalent in education, training and experience. Bachelor’s Degree in Information Technology or Computer Science preferred.
- Minimum of 5 years of IT experience, with at least 2 years in a supervisory or management role.
- Proven experience managing Help Desk and desktop support operations, preferably in a healthcare setting.
- Strong knowledge of desktop operating systems, hardware troubleshooting, and common software applications.
- Familiarity with IT service management (ITSM) tools (e.g., ServiceNow) and ticketing systems.
- Excellent leadership, communication, and interpersonal skills, with the ability to manage a diverse team and interact with stakeholders at all levels.
- Understanding of healthcare IT systems (e.g., EHR/EMR platforms like Epic) is a plus.
- Ability to work under pressure, prioritize tasks, and adapt to the dynamic needs of a hospital environment.
- Relevant certifications (e.g., ITIL, CompTIA A ) are highly desirable.
- (May be met with appropriate accommodations if deemed necessary): Must be able to manage multiple tasks simultaneously, and to generate technical reports and documents. May occasionally be expected to work unusual hours while resolving end user issues. Standing, walking, and sitting are required. Moderate lifting up to 15 lbs.
- Standard office conditions.
