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Job Detail

Job Title:

Desktop Support Manager

Department:

Info Services Operations

Full/Part Time:

Full

Req Number:

UHS-36090

Position Summary:

The Desktop Support Manager is responsible for leading UT Medical team member customer support services in a healthcare environment, ensuring secure, reliable, and compliant access to clinical and business systems. This role oversees desktop support operations, with a strong focus on modern endpoint management, endpoint security, and healthcare regulatory compliance (HIPAA). The manager drives service excellence, ensures minimal downtime for clinical staff, and supports modern device management across the enterprise.

Team Leadership & Management

Lead, mentor, and develop a team of desktop support technicians supporting clinical and administrative users

Manage staffing, on-call support, and escalation processes to ensure coverage for critical healthcare operations

Foster a service-oriented culture focused on patient care impact and user satisfaction

Provide coaching on healthcare-specific systems and compliance requirements

Service Delivery & Healthcare Operations

Oversee support for clinical applications (EHR/EMR systems), workstations on wheels (WOWs), and endpoint devices used in patient care

Ensure timely resolution of incidents impacting patient care and clinical workflows

Manage service desk KPIs, prioritizing uptime and responsiveness for critical healthcare systems

Align support processes with ITIL and healthcare service continuity requirements

Clinical Device Support

Oversee support and maintenance of clinical endpoint devices, including workstations on wheels (WOWs), bedside workstations, tablets, barcode scanners, label printers, and other point-of-care technologies

Ensure high availability and rapid response for devices used in direct patient care environments

Coordinate troubleshooting and resolution of hardware and connectivity issues affecting clinical workflows

Partner with clinical engineering/biomedical teams to support integrated medical devices and ensure proper delineation of responsibilities

Maintain compatibility between clinical devices, EHR systems, and supporting applications

Develop and enforce standard configurations for clinical devices to ensure consistency, reliability, and compliance

Support device sanitation and infection control protocols in alignment with healthcare requirements

Manage deployment and support of peripheral devices such as printers, scanners, badge readers, and carts used in medication administration and patient identification

Ensure minimal disruption during device upgrades, replacements, and maintenance in patient care settings

Provide training and guidance to clinical staff on proper use of supported devices

Vendor & Asset Management

Manage strategic partnership for healthcare-grade hardware (laptops, desktops, tablets, medical carts, printers, label writers, hand scanners, document scanners, and other peripherals)

Serve as primary escalation point for services for critical hardware issues

Oversee lifecycle management of devices, including Intune-based provisioning, deployment, refresh cycles, and secure disposal

Coordinate rapid hardware replacement for clinical environments to minimize patient care disruption

Standardize device models to ensure compatibility with healthcare applications and Intune policies

Monitor vendor SLAs, warranty performance, and response times-especially for mission-critical clinical equipment

Collaborate with procurement and finance to forecast and manage budgets for endpoint devices

Maintain accurate asset inventory, including device tracking, warranty status, and compliance records

Security, Compliance & Risk Management

Ensure all endpoint management practices comply with HIPAA and healthcare data protection regulations

Enforce encryption, device compliance policies, and secure access controls through Intune

Partner with cybersecurity team to implement Zero Trust security models

Support audits, risk assessments, and incident response related to endpoint security

Ensure secure handling of Protected Health Information (PHI) on all devices

Process Improvement & Strategy

Implement automation and self-service capabilities to reduce service desk volume

Develop and maintain documentation for healthcare-specific IT procedures

Lead endpoint-related projects such as device standardization, OS upgrades, and modern device management migrations

?Work Environment

Healthcare setting (hospital, clinic, or medical office environment)

May require after-hours support for critical systems and on call

Direct collaboration with clinical staff, IT leadership, partners at UT Medical, and vendors

Position Qualification:

Education & Experience

Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)

5-8+ years of IT support experience, including leadership in a healthcare environment

Experience supporting clinical systems and healthcare team members preferred

ITIL certification

Experience with healthcare compliance frameworks

Technical Skills

Experience with Azure Active Directory (Entra ID), Conditional Access, and identity management

Proficiency in Windows environments and healthcare endpoint infrastructure

Experience with technology enterprise hardware and lifecycle management

Familiarity with EHR/EMR systems and clinical device environments

Soft Skills

Strong leadership and team development capabilities

Excellent communication skills, especially with clinical and non-technical team members

Ability to prioritize issues impacting patient care

High attention to detail in regulated environments