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Panorama

IT Helpdesk Manager

Panorama

. Own the ticketing system end to end, including intake, categorization, prioritization, assignment, routing, resolution, and closure .

Posted 10/20/2026full-timeUnited StatesMid-LevelSenior💰 $95,000 - $120,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support management, including ticketing system ownership, IT asset inventory management, and compliance with HIPAA regulations. Proven ability to lead support teams, configure ITSM platforms, and communicate effectively with clinical professionals.

Highest-signal resume keywords
IT Support ManagementTicketing System OwnershipHIPAA ComplianceTeam LeadershipIT Asset Inventory Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
ITSM Platform ConfigurationWindows Desktop EnvironmentsMicrosoft 365Identity and Access ManagementEndpoint ManagementNetworking FundamentalsHardware Lifecycle ManagementElectronic Health Record SupportDiagnostic Imaging Device ConnectivityClinical Device Integration
Soft Skills
Clear CommunicationCoachingPerformance ManagementProblem-SolvingRelationship Building
Tools & Technologies
Ticketing SystemITSM PlatformModMedPractice Management PlatformTelephony Systems
Certifications & Qualifications
CompTIA A+Network+Security+ITIL FoundationMicrosoft Role-Based Certifications
Industry Keywords
Healthcare IT SupportMulti-Site Medical PracticeAmbulatory Surgery CenterProtected Health InformationService-Level Targets

Tech Stack

Tools & technologies
ITSMSwitching

About the role

Key responsibilities & impact
  • Own the ticketing system end to end, including intake, categorization, prioritization, assignment, routing, resolution, and closure
  • Establish, publish, and enforce service-level targets and priority tiers based on clinical impact
  • Monitor queue health, identify aging tickets and recurring issues, and drive permanent resolution
  • Configure and improve the ITSM platform, workflows, request forms, automation, routing rules, and reporting
  • Build and maintain a knowledge base and self-service resources
  • Produce reporting on ticket volume, resolution times, first-contact resolution, recurring issues, and site-level performance for the Director of IT
  • Supervise the IT support technician team, including scheduling, workload balancing, coaching, performance management, and professional development
  • Conduct one-on-ones and performance reviews; identify training needs and growth paths
  • Participate in hiring, onboarding, and training
  • Serve as the primary escalation point for complex, high-impact, or unresolved support issues
  • Coordinate response to outages and service disruptions affecting patient care
  • Manage escalations to the Director of IT, vendors, or external partners through closure
  • Conduct post-incident reviews and drive corrective actions
  • Participate in an on-call rotation for after-hours and weekend coverage
  • Own IT asset inventory across all clinic, surgery center, optical, and administrative locations
  • Maintain asset lifecycle records and track software licensing and subscriptions
  • Manage spare and standby equipment stock
  • Coordinate hardware purchasing recommendations and standardization
  • Ensure secure data destruction and documented chain of custody for retired equipment containing protected health information
  • Provide support oversight and serve as the IT point of contact for site leadership
  • Travel regularly to sites for onsite support, equipment deployment, site assessments, and relationship building
  • Support technology onboarding for newly acquired or newly opened locations
  • Coordinate user account onboarding provisioning and same-day access removal at termination
  • Support electronic health record, practice management, diagnostic imaging, telephony, scheduling, patient communication, contact center, and referral systems
  • Enforce endpoint and user-level security policies, including access control, MFA, endpoint protection, patching, and device encryption
  • Handle protected health information in accordance with HIPAA and organizational policy
  • Support security awareness training, phishing readiness, audits, insurance, and compliance evidence requests
  • Maintain documentation of systems, configurations, procedures, and site-specific details
  • Coordinate with vendors and service providers on support issues, warranties, and escalations
  • Support transition from the outgoing managed services provider, including knowledge transfer, documentation, credential and license ownership, and inventory validation
  • Assist the Director of IT with projects and departmental initiatives

Requirements

What you’ll need
  • Five or more years in IT support
  • At least two years supervising, leading, or acting as team lead for a support team
  • Demonstrated ownership of a ticketing or ITSM platform, including workflow configuration and reporting
  • Strong working knowledge of Windows desktop environments, Microsoft 365, identity and access management, endpoint management, and standard business applications
  • Working knowledge of networking fundamentals, including switching, wireless, VPN, printing, and basic diagnostics
  • Experience managing IT asset inventory and hardware lifecycle across multiple physical locations
  • Ability to communicate clearly with non-technical staff, including clinical professionals under time pressure
  • Reliable transportation and ability to travel regularly between locations in Colorado and Wyoming
  • Preferred: experience supporting healthcare, multi-site medical practice, or ambulatory surgery center environments
  • Preferred: working knowledge of HIPAA as it applies to IT operations and endpoint handling of protected health information
  • Preferred: experience supporting an electronic health record or practice management platform
  • Experience with ModMed, ophthalmology, and optometry systems is a strong plus
  • Preferred: familiarity with diagnostic imaging device connectivity and clinical device integration
  • Preferred: experience transitioning IT services from an outsourced provider to an internal team or standing up a new support function
  • Preferred: experience supporting technology integration for acquired practices or newly opened locations
  • Relevant certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or Microsoft role-based certifications are preferred
  • Ability to lift and move equipment weighing up to 50 pounds with or without reasonable accommodation
  • Ability to perform frequent sitting, standing, bending, kneeling, and reaching
  • Ability to use computer equipment and screens for extended periods
  • Availability for occasional after-hours, early morning, or weekend work
  • No educational credential is explicitly required

Benefits

Comp & perks
  • PTO accruals start at 3 weeks
  • Comprehensive medical and dental insurance
  • Company-paid optical allowance
  • Company-paid routine eye care
  • Short-term and long-term disability insurance
  • Educational allowance
  • Generous paid holiday program
  • 401(k) with company match
  • Career growth plans and professional development opportunities
  • Internal career opportunities and coaching