IT Helpdesk Manager

Description

Who You Are

At Panorama Eyecare, we are not just a team; we are a community of dedicated professionals united in our quest to provide the best eyecare anywhere. Our unflinching commitment to excellence and our core values are what make us an Employer of Choice. Join us in shaping the future of eyecare as we thrive together!

The Role

Panorama Eyecare is building its information technology function in-house. The IT Help Desk Manager is the operational leader of that function's front line — the person accountable for making sure every clinic, surgery center, and administrative office across our Colorado and Wyoming locations has technology that works when patients are in the building.

This role owns day-to-day support operations: the ticketing system and the service standards behind it, escalation and incident handling, hardware and software inventory across all sites, and the direct supervision and development of the support technician team. It is a hands-on management position. The right person is comfortable leading a queue in the morning, resolving an escalated clinical system issue at lunch, and presenting support metrics to leadership in the afternoon.

Because Panorama is transitioning support from an external managed services provider to an internal team, this role carries an unusual opportunity: the person in this seat will help design how support works here rather than inherit someone else's process.

Essential Duties and Responsibilities:

Service desk operations

• •Own the ticketing system end to end — intake, categorization, prioritization, assignment, routing, resolution, and closure.
• •Establish, publish, and enforce service level targets for response and resolution, with priority tiers that reflect clinical impact rather than technical severity.
• •Monitor queue health daily; identify aging tickets, bottlenecks, and recurring issues, and drive them to permanent resolution rather than repeat fixes.
• •Configure and continuously improve the ITSM platform, including workflows, request forms, automation, routing rules, and reporting.
• •Build and maintain a knowledge base and self-service resources for clinical and administrative staff.
• •Produce regular reporting on ticket volume, resolution times, first-contact resolution, recurring issue trends, and site-level performance for the Director of IT.

Team leadership

• •Directly supervise the IT support technician team — scheduling, workload balancing, coaching, performance management, and professional development.
• •Set clear expectations for customer service quality, ticket documentation, and follow-through.
• •Conduct regular one-on-ones and performance reviews; identify training needs and growth paths.
• •Participate in hiring, onboarding, and training as the support team expands.
• •Model the service culture expected of the department: responsive, respectful of clinical workflow, and accountable for outcomes.

Escalation and incident management

• •Serve as the primary escalation point for complex, high-impact, or unresolved support issues.
• •Lead response coordination for outages and service disruptions affecting patient care, including communication to affected sites and leadership.
• •Determine when to escalate to the Director of IT, to a vendor, or to an external partner, and manage that escalation to closure.
• •Conduct post-incident reviews on significant disruptions and drive the resulting corrective actions.
• •Participate in an on-call rotation for after-hours and weekend coverage.

Asset and inventory management

• •Own the complete IT asset inventory across all locations — workstations, laptops, mobile devices, peripherals, printers, scanners, network hardware, and clinical-adjacent equipment.
• •Maintain accurate lifecycle records: procurement, deployment, assignment, warranty status, refresh eligibility, and secure disposal.
• •Track software licensing and subscription assignments; flag unused, duplicated, or expiring licenses for review.
• •Manage spare and standby equipment stock so that a failed device at a clinic does not become a cancelled appointment.
• •Coordinate hardware purchasing recommendations and standardization across sites in partnership with the Director of IT.
• •Ensure secure data destruction and documented chain of custody for all retired equipment containing protected health information.

Multi-site support and office oversight

• •Provide support oversight for all clinic, surgery center, optical, and administrative locations; serve as the IT point of contact for site leadership.
• •Travel regularly to sites for onsite support, equipment deployment, site assessments, and relationship building with clinic staff.
• •Drive consistency of technology standards, configurations, and user experience across locations.
• •Support the technology onboarding of newly acquired or newly opened locations, including equipment, accounts, network readiness, and staff orientation.
• •Coordinate user account lifecycle across sites — onboarding provisioning and, critically, same-day access removal at termination.

Clinical and business systems support

• •Provide front-line and escalated support for the electronic health record and practice management platform in partnership with the vendor.
• •Support connectivity and integration issues involving diagnostic and imaging equipment, ensuring devices reliably reach the clinical record.
• •Support telephony, scheduling, patient communication, contact center, and referral systems used in daily operations.
• •Maintain clear working boundaries with software vendors on what they support versus what the internal team owns, and prevent issues from stalling between the two.

Security, compliance, and documentation

• •Enforce IT security policies and standards at the endpoint and user level, including access control, multi-factor authentication, endpoint protection, patching compliance, and device encryption.
• •Handle all protected health information in accordance with HIPAA and organizational policy; report suspected security incidents immediately and support investigation and response.
• •Support user security awareness training and phishing readiness efforts.
• •Maintain accurate, current documentation of systems, configurations, procedures, and site-specific details so that knowledge lives with the organization rather than with individuals.
• •Support audit, insurance, and compliance evidence requests with accurate records and reporting.

Vendor and transition support

• •Coordinate with external vendors and service providers on support issues, warranties, and escalations.
• •Support the transition of services from the outgoing managed services provider, including knowledge transfer, documentation capture, credential and license ownership, and inventory validation.
• •Assist the Director of IT with project work, departmental initiatives, and other duties as assigned.

Requirements

Who You Are

Performance/Skills Requirements:

• •Five or more years in IT support, with at least two years supervising, leading, or acting as team lead for a support team.
• •Demonstrated ownership of a ticketing or ITSM platform, including workflow configuration and reporting.
• •Strong working knowledge of Windows desktop environments, Microsoft 365, identity and access management, endpoint management, and standard business applications.
• •Working knowledge of networking fundamentals sufficient to troubleshoot connectivity at a site level — switching, wireless, VPN, printing, and basic diagnostics.
• •Experience managing IT asset inventory and hardware lifecycle across multiple physical locations.
• •Proven ability to communicate clearly with non-technical staff, including clinical professionals under time pressure.
• •Reliable transportation, and ability to travel regularly between locations in Colorado and Wyoming.

Preferred Qualifications

• •Experience supporting healthcare, multi-site medical practice, or ambulatory surgery center environments.
• •Working knowledge of