Desktop support analyst serp_jobs.h1.location_city

About us :

American Healthcare REIT, Inc. is a leading healthcare real estate investment trust with a diverse portfolio of medical office buildings, senior housing, skilled nursing facilities, and hospitals across the U.S. and abroad. We are committed to improving healthcare delivery through strategic real estate investment and operational excellence, while fostering a collaborative, growth-oriented culture. As a certified Great Place to Work® , we recognize that our employees are at the core of our success.

Job Summary :

The IT Desktop Manager will lead the Desktop Support team in delivering high-quality end-user support and device management services across American Healthcare REIT. Key duties include managing day-to-day end-user technology support within a hybrid work environment (remote workers), overseeing desktop hardware and software deployment and lifecycle, troubleshooting technical issues, and partnering with others on the IT team to ensure reliable, secure, and efficient technology operations across the company. The role will require a customer-focused leader with technical proficiency and proven experience managing desktop support environments in a public organizations.

Essential Job Duties :

• Team Leadership and Operations
• Manage and mentor the desktop support team, including hiring, training, scheduling, and performance reviews.
• Direct, develop, and implement processes to resolve operational desktop issues efficiently and consistently.
• Act as an escalation point for complex technical issues, ensuring high-quality support and customer satisfaction.
• End-User Support & Service Delivery
• Analyze help desk and service metrics to track team effectiveness, identify improvement areas, and enhance service delivery.
• Create and enforce standard operating procedures (SOPs) and service level agreements (SLAs) for desktop support.
• Coordinate cross-functional IT initiatives to improve the end-user technology experience across the organization.
• Asset & Vendor Management
• Track lifecycle management of desktop assets, including procurement, maintenance, and disposal.
• Evaluate and manage vendors supplying desktop support hardware and software, ensuring cost-effectiveness and service reliability.
• Ensure compliance with licensing terms and support agreements.
• Security & Compliance
• Implement and enforce security policies and standards for desktop systems, including user access controls.
• Support audits and compliance efforts, with a strong emphasis on Sarbanes-Oxley (SOX) requirements.
• Project Management & Improvement
• Lead and participate in IT projects such as hardware refreshes, operating system upgrades, and remote work initiatives.
• Drive continuous improvement in desktop infrastructure and related processes.

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