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IT Help Desk Support Manager 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  


The IT Support Manager will oversee the IT Support team. The IT Support team's role is to support and maintain organizational computer systems and mobile devices. This role is responsible for the day to day IT support function for the enterprise. This role requires experience defining and implementing IT policies, processes and procedures to ensure a high level of customer service. This role requires a high capacity individual to manage internal IT resources along with outsourced vendors supporting the IT operation. The IT Support Manager will not only manage other team members but will provide an active role in problem resolutions and service requests.


  • Develop and implement standard operating procedures for IT functions.
  • Establish and manage change control policies and process.
  • Triage IT support tickets to managed service providers or internal IT.
  • Manage the Help Desk ticketing queue to ensure rapid resolution.
  • Manage IT equipment ordering, inventory, and assets.
  • Cross-trains authorized IT staff in all areas of responsibility and provides knowledgeable resources to management for decision-making regarding any computer-related issue.
  • Coordinates special projects as requested by supervisor to assure timely and successful implementation.
  • Works with IT staff and end users to develop most efficient utilization of IT software and hardware; conducts needs analysis and develops a plan of action to provide support to users.
  • Coordinates with Director of Training to provide training for end users.
  • Communicates and manages IT vendors. Conducts product research and recommends feasible updates/repairs/replacements in accordance with existing market and agency needs.
  • Maintains core competencies in relation to working with co-occurring disorders through continuing education and implementing skills into all aspects of treatment.
  • Attends staff meetings, workshops and seminars to learn agency policy, rules, regulations and procedures; participates in ongoing in-service training as well as pertinent external training.
  • Assists in the development and implementation of programmatic goals and objectives.
  • Assists in compliance with HIPAA regulations.
  • Performs other duties as assigned by supervisor.

Position Requirements


  • Bachelor’s Degree or equivalent experience.
  • 3 years help desk experience.
  • Preferred IT support team lead experience.
  • Ability to plan, organize and conceptualize training methods and needs for each user and provide computer training to users.
  • Ability to work in pressure situations to meet required deadlines; flexibility in work schedule.
  • Technical writing skills and ability to train all levels of users.
  • Must be able to manage and schedule multiple projects on ongoing basis with ability to prioritize and work independently and as a team member.
  • Knowledge of PC hardware and software, word processing systems, information and data processing systems, database management systems, personal computer networking and communication and basic programming logic and techniques.
  • Excellent verbal communication skills, including assisting and training non-technical personnel in software and hardware procedures and utilization.
  • Preferred relevant Associate or Bachelor’s degree
  • Preferred Knowledge of healthcare environment
  • Knowledge of LAN/WAN technologies and TCP/IP and basic network trouble shooting skills.
  • Commitment to the mission of Red Rock BHS


  • Must have the ability to stand or sit for long periods of time
  • Ability to travel approximately 10% of the time
  • Ability to use telephone, PC, fax machine, copy machine, and printer
Position IT Support Manager New  
Location Red Rock BHS - Oklahoma City  
About the Organization  

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