Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Help Desk Manager is a key leader within the Upward Health Technology Department, responsible for ensuring high quality of work for the Upward Health Helpdesk and associated personnel.

This role combines people leadership, operational management, and technical expertise to ensure a seamless technology experience for Upward Health’s clinical and corporate teams across the United States.

Skills Required:

• Strong expertise in Microsoft and Android platforms.
• Experience supporting and managing Microsoft environments (Office 365, Exchange, SharePoint, Teams).
• Proven experience managing helpdesk or IT support teams.
• Knowledge of ticketing systems (e.g., Jira, ServiceNow, Zendesk) and SLAs.
• Ability to analyze support metrics and improve service delivery.
• Efficient troubleshooting skills across hardware, software, and networks.
• Strong communication and leadership skills.
• Demonstrated proficiency in inventory control, tracking, and logistics operations
• Ability to lift, move, and set up technical equipment weighing up to 50 pounds.
• Ability to frequently lift and transport equipment ranging from 5 to 30 pounds.
• Equipment exceeding 50 pounds must not be lifted alone and should be handled with assistance or proper lifting equipment.

Key Behaviors:

• Leadership and Team Development
• Lead, mentor, and coach Technology Support Specialists, fostering a culture of accountability, collaboration, and continuous improvement.
• Service Excellence
• Ensure consistent, high-quality customer support by establishing clear service standards and monitoring performance against SLAs.
• Operational Oversight
• Manage end‑to‑end daily helpdesk operations to ensure efficient cross‑team ticket triage, balanced Helpdesk workloads, and prompt escalation resolution.
• Strategic Problem Solving
• Identify trends in support requests and implement proactive solutions to reduce recurring issues and improve system reliability.
• Collaboration
• Partner cross-functionally with clinical teams, business services, and leadership to align technology support with organizational needs.
• Adaptability
• Navigate evolving technologies, tools, and organizational priorities while maintaining uninterrupted support services.
• Customer-Focused
• Champion a user-first mindset, ensuring timely, effective, and empathetic support for all end users.
• Continuous Improvement
• Regularly refine support processes, documentation, and knowledgebases to enhance efficiency and user experience.
• Time Management
• Effectively prioritize competing demands, ensuring timely resolution of issues and delivery of key initiatives.
• Logistics and Inventory Management
• Oversees and guides Technology Support Specialists to ensure accurate inventory tracking, asset control, and logistics execution across all support operations.

Competencies:

• Helpdesk Operations Management
• Ability to oversee and optimize helpdesk workflows, ticket queues, and support performance metrics.
• People Management and Coaching
• Experience leading teams, conducting performance reviews, and supporting professional development.
• Advanced Technical Troubleshooting
• Strong ability to guide resolution of complex technical issues across systems, applications, and devices.
• SLA and KPI Management
• Experience defining, tracking, and improving service level agreements and key performance indicators.
• System Administration Awareness
• Working knowledge of enterprise IT systems and services to effectively support and guide the team.
• Security Best Practices
• Understanding and enforcement of security protocols to protect organizational data and systems.
• Documentation and Knowledge Management
• Ensures accurate and comprehensive documentation of support processes and solutions.
• User Support Strategy and Training
• Ability to implement support strategies and training programs that improve end-user adoption and efficiency.
• Escalation and Process Improvement
• Expertise in defining escalation paths and continuously improving service delivery processes.
• Vendor and Stakeholder Management
• Ability to manage vendor relationships and collaborate with internal stakeholders to resolve issues and improve services.

Upward Health is proud to be an equal opportunity employer. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.