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Tier 1 IT Service Desk Manager Job Opening In Eagle – Now Hiring Pennant Group


Job description

We are seeking a compassionate and experienced leader to join our team as a responsible for overseeing our frontline IT support operations with a strong emphasis on service excellence, healthcare compliance, and team development.

This role manages the daily functions of the Service Desk Tier 1 team, supporting clinicians, caregivers, and administrative staff while ensuring the stability and responsiveness of our IT services.

It offers the opportunity to make a tangible impact on patient care by enabling seamless technical support in a fast-paced, highly regulated environment.

What You’ll Do

  • Lead a team of Tier 1 IT Support Resources, providing mentorship, daily guidance, and performance feedback to foster a supportive and service-focused team culture.

  • Oversee the daily operation of the Service desk including ticket prioritization, queue management, coverage planning, and escalation routing.

  • Monitor KPIs such as SLA adherence, first-contact resolution rates, and customer satisfaction (CSAT), and implement improvement strategies when necessary.

  • Collaborate with clinical and operational leaders to ensure support aligns with clinical and/or operational workflows and minimizes impact on patient care.

  • Act as an escalation point for high-priority incidents and ensure timely, empathetic resolution in alignment with healthcare urgency and safety.

  • Facilitate onboarding and ongoing training for Tier 1 staff, with a focus on customer service, healthcare system knowledge, and technical competency.

  • Oversee the creation and maintenance of documentation, knowledge base articles, and process guides, ensuring relevance, accuracy, and clarity.

  • Support and coordinate with Tier 2/3 teams and cross-functional IT projects, helping manage change control, communication, and incident postmortems.

  • Ensure Service desk operations are in full compliance with HIPAA and internal security policies regarding protected health information (PHI).

  • Participate in the evaluation and implementation of support tools including ticketing systems, chat support, and AI-based solutions.

  • Provide backup support during peak hours or critical outages, maintaining visibility and accountability across all active support channels.

  • Participate in an on-call rotation, supporting after-hours escalations as needed.

  • What We’re Looking For

  • A service-minded leader passionate about enabling healthcare through technology.

  • 3+ years of IT support experience, including 1+ year in a supervisory or managerial role.

  • Familiarity with healthcare IT environments and common systems like EHRs (e.g., Epic, Cerner).

  • Experience with ticketing platforms such as Zendesk, ServiceNow, or Freshservice.

  • Understanding of ITSM and compliance requirements in healthcare (HIPAA, HITECH).

  • Strong communication and conflict resolution skills, with an empathetic leadership style.

  • Ability to think operationally and strategically in a fast-moving, high-stakes environment.

  • BS in Information Systems, Computer Science, or equivalent experience preferred.

  • Compensation

    $75,000 – $85,000 DOE

    Location: Nashville, TN

    On-call responsibilities required

    #Hybrid

    Required Skill Profession

    Computer Occupations


    • Job Details

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    Unlock Your Tier 1 Potential: Insight & Career Growth Guide


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    The Work Culture

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    1. Independence

    2. Loyalty

    3. Impartiapty

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    5. Accountabipty

    6. Respect for human rights

    7. Obeying United States laws and regulations

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    Pennant Group interview tips for Tier 1 IT Service Desk Manager

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