Girling Health Care of New York

Required to be onsite in Brooklyn, NY

Overview:
The IT Service Desk Manager is responsible for overseeing the daily operations of Valence Care’s IT Service Desk, ensuring efficient and professional support for all staff across multiple home health agency offices and field operations. This role manages a team of 5–6 Service Desk Technicians and serves as the primary point of escalation for all end-user technology issues, including laptops, mobile devices, and core business applications used in patient care delivery.

Key Responsibilities:

• Daily Operations & Oversight:

Manage the day-to-day performance of the IT Service Desk, ensuring coverage, responsiveness, and consistent support for both office and field-based users.

• Ticket Management:

Oversee the intake, prioritization, and resolution of all service requests and incidents using the company’s ticketing platform (e.g., Freshservice). Monitor queue health, enforce SLA adherence, and ensure timely communication with requestors.

• Escalation & Incident Management:

Serve as the escalation point for complex or high-priority issues, coordinating with network, systems, and application support teams to ensure rapid resolution and minimal business disruption.

• Device & Asset Management:

Oversee the configuration, deployment, and lifecycle management of all laptops, mobile devices, and peripherals. Maintain accurate IT asset inventory across all locations. Manage MDM platforms and ensure compliance with security standards.

• Team Leadership & Development:

Supervise, coach, and develop a team of Service Desk Technicians. Conduct regular 1:1s and performance reviews, set measurable goals, and foster a culture of accountability, service excellence, and continuous improvement.

• Compliance & Security:

Ensure all IT support processes align with HIPAA, cybersecurity, and internal data protection standards. Reinforce best practices in handling PHI and system access management.

• Reporting & Metrics:

Track and report on key metrics such as ticket volumes, SLA compliance, resolution times, and first-call resolution. Provide trend analysis to identify recurring issues and recommend process or system improvements.

• Collaboration:

Partner closely with Clinical, Operations, and HR teams to support onboarding, device provisioning, and access requests across Valence Care’s agencies and locations.

Qualifications:

• 5+ years of IT support experience, including at least 2 years managing a Service Desk or Help Desk team.
• Strong working knowledge of ITIL practices, ticketing and asset management systems, and MDM solutions.
• Experience supporting healthcare or HIPAA-regulated environments preferred.
• Excellent communication, leadership, and problem-solving skills.
• Ability to thrive in a multi-site, high-volume support environment.

NOTE, this is a Full Time On-Site position based in Brooklyn with occasional trips to our Staten Island and Long Island offices.

Salary: 115K - 120K