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Senior Helpdesk Manager

Trillium Professional is now seeking a Senior Helpdesk Manager for direct-hire in Glendale!

This is a remote position, applicant must be able to work EST hours. Seeking a highly experienced and proactive Senior Manager to lead the Helpdesk & Crisis Management team for a large healthcare system. This role requires an individual with a deep understanding of managing a fully remote, distributed team, providing leadership for Help Desk operations, Crisis Management, and Change Control processes. The ideal candidate will have experience in overseeing operations across multiple locations and will be responsible for ensuring 24x7x365 operations while fostering strong relationships with IT counterparts and business owners. This is a pivotal role in ensuring that IT operations run smoothly and efficiently. This position offers the opportunity to make a direct impact on the success of the healthcare system while working with a dynamic and remote team.

Key Responsibilities:
• Lead and manage a fully remote team of 25+ staff across multiple locations, ensuring seamless, high-quality service and operational effectiveness.
• Stand up and operate 24x7x365 Help Desk functions, ensuring continuous, reliable support for end-users across all departments and regions.
• Lead Crisis Management efforts, developing strategies for quick, efficient responses to critical incidents and disruptions in healthcare IT systems.
• Manage Change Control processes, ensuring all changes to configurations, infrastructure, and systems are tracked, documented, and aligned with organizational goals.
• Collaborate closely with IT counterparts, business owners, and other teams to proactively identify potential challenges and drive continuous improvements in workflows and processes.
• Leverage transformative technologies to enhance service delivery, improve metrics, and increase operational visibility across Help Desk and Crisis Management operations.
• Develop and implement best practices and processes for incident resolution, ensuring minimal downtime and optimal patient and staff satisfaction.
• Ensure detailed documentation and data-driven insights are consistently provided to leadership and relevant stakeholders.
• Manage staffing and resource allocation for the Help Desk team to ensure coverage during high-demand periods or crisis events.
• Stay current on trends and developments in Help Desk technology, Crisis Management, and IT operations to bring fresh ideas to the organization.

Annual salary is $172k/year. Apply now!

Required Qualifications:
• Bachelor’s degree in Information Technology, Healthcare Administration, or a related field.
• Crisis Management Certification required.
• Minimum of 5+ years of experience in Help Desk management, IT operations, and Crisis Management within a healthcare environment.
• Proven ability to lead a fully remote, distributed team of 25+ staff, ensuring high performance and productivity.
• Experience managing 24x7x365 operations, with the ability to adapt and respond to changing demands and priorities.
• Strong working knowledge of Change Control processes, including tracking, documenting, and aligning changes with organizational strategies.
• Detail-oriented with a data-driven mindset, able to analyze and optimize metrics to improve service delivery and operational efficiency.
• Strong communication skills, with the ability to collaborate effectively with IT teams, business owners, and C-suite leadership.
• Experience with transformative technologies and tools that improve operational performance and visibility (e.g., IT service management tools, analytics platforms, etc.).
• Proven experience in creating a culture of continuous improvement and operational excellence.

Preferred Qualifications:
• Master’s degree or advanced certifications in IT, Crisis Management, or related fields.
• Experience in healthcare IT systems, particularly in large, complex healthcare environments.
• Familiarity with ITIL (Information Technology Infrastructure Library) processes and best practices.
• Previous experience with large-scale change initiatives and the ability to lead teams through complex transformations.

 

Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals. Trillium is an Equal Opportunity Employer.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for the employers and the California Fair Chance Act.

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Trillium offers a comprehensive benefit package that includes the ability to participate in health insurance and retirement plans, paid holidays, state required leave, and vacation days, if applicable. Trillium’s offerings are dependent on the state in which the assignment is located, length of time worked, and may change depending on assignment. Benefit packages for direct hire placements vary based on the client company.

 

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Our intentions are to fill job vacancies as quickly as possible with qualified candidates. We are always accepting applications if a time sensitive job has an application deadline it is noted in the job description. Click on "Apply" to begin the apply process.