Health Care Manager, It Service Desk

MAKE A DIFFERENCE AT OCHIN

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, providing the clinical insights and tailored technologies needed to expand patient access, grow and connect care teams, and improve the health of rural and underserved communities.

We are hiring a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees’ entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day.

OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

The IT Service Desk Manager provides strategic leadership and operational oversight for the IT Service Desk team, ensuring high-quality end-user support across the organization. This role is responsible for directing the team in resolving incidents and fulfilling service requests, monitoring performance metrics, and driving continuous improvement in service delivery. The Manager oversees technical standards for end-user devices, manages procurement and lifecycle refresh activities, and ensures alignment of Service Desk practices with organizational goals.

This role partners closely with the Chief Technology Officer (CTO) and other leaders within the organization to develop support strategies, optimize processes, and enhance the end‑user experience. This role reports to the CTO.

• Provide leadership, direction, and management to the IT Service Desk team, including hiring, coaching, performance evaluation, and workforce planning.
• Assist in the development, planning, and management of the IT Service Desk budget, including forecasting costs for internal IT resources, technology needs, licensing, hardware lifecycle refresh, and operational expenditures.
• Establish and oversee daily operations of the Service Desk, ensuring timely resolution of incidents, requests, and escalations.
• Lead the design, rollout, and continuous improvement of procedures for triage, prioritization, and resolution of help desk requests.
• Partner with IT leadership to develop training programs and resources that improve end‑user self‑sufficiency and enhance service quality.
• Review, approve, and contribute to technical documentation, standard operating procedures, and knowledge‑base content.
• Analyze team performance metrics; identify trends, implement process improvements, and ensure efficient use of resources.
• Oversee advanced troubleshooting and escalation management, collaborating with specialized IT teams when needed.
• Direct the procurement, deployment, lifecycle management, and inventory tracking for all end‑user devices across the organization.
• Provide oversight for identity, network, email, and system access provisioning, including account creation, auditing, and deactivation processes.
• Ensure proper administration of directory services, authentication systems, and security groups.
• Manage the deployment, testing, and rollout of firmware and software patches across supported devices.
• Collaborate across IT teams and other departments to evaluate and improve service‑related business processes.
• Perform other duties as assigned by IT leadership.