Help Desk Manager

We are seeking a patient, people-oriented, and hands-on Helpdesk Manager to lead our IT support team across the Miami-Fort Lauderdale area. In this role, you will supervise a small team of Helpdesk Engineers, serving as both a supportive coach and a primary escalation point for technical issues., * Team Leadership & Coaching: Supervise, mentor, and coach a small team of Helpdesk Engineers. Foster a customer-first, patient approach to problem-solving and promote continuous learning.

• Ticket & Queue Management: Maintain an organized ticketing workflow, monitor SLAs, prioritize incoming issues, and ensure accurate record-keeping and ticket hygiene.
• Hands-on Technical Support: Assist the team with technical troubleshooting via phone, remote connection, and on-site visits. Step in directly whenever extra support is needed.
• On-Site Facility Support: Travel periodically to facility locations across the Miami-Fort Lauderdale area to resolve hardware, network, software, and user issues in person.
• System Administration & Web App Support: Manage user accounts, permissions, and basic system administration duties, with a focus on web applications and cloud software.
• Service Quality: Ensure high user satisfaction by maintaining excellent communication and rapid response times.

• Experience: Minimum 3+ years of progressive experience in an IT Helpdesk or technical support role, with demonstrated leadership, coaching, or senior support responsibilities.
• Ticketing Systems: Experience managing queues in Zoho ServiceDesk or similar ITSM platforms (e.g., ServiceNow, Zendesk, Jira Service Management).
• Microsoft Ecosystem: Strong proficiency with Microsoft 365 (Office 365) administration, core MS Office desktop applications, and Windows/Cloud hybrid environments.
• Technical Skills: Solid background in web application support, remote/phone troubleshooting, hardware diagnostics, and general system administration.
• Customer Service Focus: Proven track record in high-touch customer service roles with exceptional interpersonal and communication skills.
• Mobility: Valid driver’s license and reliable personal transportation for periodic local travel between facility locations in the South Florida region., * People-First Mindset: You genuinely enjoy interacting with people and translating complex technical jargon into user-friendly guidance.
• Patience & Empathy: Exceptional patience when working with end-users and coaching junior team members through challenging tasks.
• Adaptable & Hands-On: A “servant leadership” attitude, you lead by example and are always ready to pick up tickets, answer calls, or jump in where help is needed.
• Organization: Strong multi-tasking skills to keep tickets, escalations, and team schedules structured.

Preferred Qualifications (A Plus!)

• Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator.

Pulled from the full job description

• Loan repayment program
• Loan forgiveness
• Referral program
• 403(b) matching
• Tuition reimbursement
• 403(b)
• Health insurance, 100% Paid Health Insurance (Employee Base Plan) 100% Employer-Paid Basic Life Insurance Dental, Vision, Short-Term Disability (STD), Long-Term Disability (LTD), Secondary Health Insurance, and Other Voluntary Benefit Plans 403(b) Retirement Plan with Employer Matching Paid Time Off (PTO) Paid Holidays Tuition Reimbursement Student Loan Forgiveness Opportunities Employee Referral Bonus Program Potential HRSA Student Loan Repayment for eligible licensed positions* Opportunities for Career Growth and Professional Development

Competitive base salary based on experience

*Certain licensed positions working in qualifying outpatient settings may be eligible for the HRSA National Health Service Corps Loan Repayment Program. Eligibility is subject to HRSA requirements and position responsibilities and will be confirmed during the hiring process.

Pay: $80,000.00 - $95,000.00 per year

Banyan Community Health is an innovative, not-for-profit healthcare system dedicated to bringing integrated primary and behavioral healthcare to the South Florida community. With locations across Miami-Dade and Broward counties, our mission is to provide all people-especially the most vulnerable-with accessible, high-quality, and compassionate care.

From primary care and pediatrics to mental health treatment and substance abuse programs, our dedicated team of doctors, clinicians, and advocates work tirelessly to help individuals and families live their best lives. By joining our IT Helpdesk team, you will play a crucial behind-the-scenes role in supporting the staff and technologies that make this life-changing care possible.