Manager, IT Help Desk

Rocky Hill, CT, United States

About Our Company

We're a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Job Description

About Starling Physicians:

Starling Physicians is a leading medical practice serving the community with exceptional healthcare services. Our commitment to excellence extends to our IT infrastructure, which plays a critical role in supporting our physicians and staff in delivering high-quality patient care.

Job Overview:

We are seeking an experienced IT Support Manager to oversee our IT support team and ensure the smooth operation of our technology systems. The IT Support Manager will be responsible for managing the day-to-day operations of the IT support function, providing technical expertise and guidance to the team, and maintaining a high level of customer satisfaction.

Key Responsibilities:

Team Leadership: Lead and manage a team of IT support specialists, providing mentorship, guidance, and support to ensure the team meets its goals and objectives.

Technical Support: Serve as the primary point of contact for escalated technical issues, providing hands-on support and troubleshooting expertise to resolve complex IT issues in a timely manner.

IT Infrastructure Management: Oversee the maintenance and optimization of our IT infrastructure, including network systems, servers, hardware, and software applications, to ensure maximum uptime and reliability.

User Support: Develop and implement processes for providing user support and training to staff on IT systems and applications, ensuring that all employees have the knowledge and resources needed to effectively utilize technology in their roles.

Vendor Management: Manage relationships with external vendors and service providers, including negotiating contracts, overseeing service level agreements, and ensuring that vendors meet our standards for quality and performance.

Security and Compliance: Ensure that IT systems and data are secure and compliant with relevant regulations and industry standards, implementing best practices for data security, privacy, and risk management.

Documentation and Reporting: Maintain accurate documentation of IT systems, processes, and procedures, and generate regular reports on IT support metrics, including ticket volumes, resolution times, and customer satisfaction levels.

Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field.

At least 5 years of experience in IT support roles, with 2 years of experience in a supervisory or managerial capacity.

Strong technical expertise in IT systems and infrastructure, including proficiency with networking, hardware, software, and security technologies.

Excellent leadership and communication skills, with the ability to effectively manage a team and collaborate with stakeholders at all levels of the organization.

Proven track record of delivering high-quality IT support services and driving continuous improvement initiatives.

Relevant certifications (e.g., CompTIA A+, Microsoft Certified Systems Engineer) preferred.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.