The Director, Desktop Administration & Helpdesk Support is responsible for leading and optimizing enterprise end-user computing and frontline IT support services. This role oversees desktop administration across multiple platforms (Windows, macOS, iPads), Microsoft Office 365 services, endpoint management platforms, Aruba networking environments, and a high-quality Helpdesk operation. The Director ensures reliable, secure, and responsive technology services while delivering an excellent end-user experience.
This position requires strong leadership, exceptional communication skills, and proven experience managing enterprise-scale desktop and Helpdesk environments. Experience in healthcare and call-center-based IT support organizations is highly valued.
Key Responsibilities:
Leadership & Strategy
- Lead and mentor Desktop Administration and Helpdesk Support teams, including managers, engineers, analysts, and technicians.
- Define and execute strategy for end-user computing, endpoint management, and IT support services.Establish service standards, SLAs, KPIs, and reporting to ensure consistent, high-quality service delivery.
- Partner with IT and business leaders to align desktop and Helpdesk services with organizational objectives.
Desktop & Endpoint Administration
- Oversee administration and support of Windows, macOS, and iPad environments.
- Manage the setup, deployment, ongoing management, and secure destruction/decommissioning of endpoint devices.Ensure standardized desktop builds, patching, configuration, encryption, and lifecycle management.
- Lead implementation and optimization of endpoint management tools (e.g., MDM, endpoint security, remote support).
- Ensure compliance with security, regulatory, and organizational policies.
Microsoft Office 365
- Provide leadership oversight for Microsoft Office 365 services, including Outlook, Teams, SharePoint, OneDrive, and collaboration workloads.
- Drive adoption, usability, and training initiatives to improve end-user productivity.
- Partner with security and identity teams to ensure secure and reliable access.
Cloud & AWS Experience
- Provide leadership and oversight for end-user-related services and integrations hosted on or supported by AWS.
- Collaborate with cloud and infrastructure teams to ensure secure, scalable, and reliable endpoint and support services in cloud environments.
- Support troubleshooting, monitoring, and service optimization related to AWS-hosted workloads impacting end users.
- Collaborate closely with network teams supporting Aruba wired and wireless networking environments.
- Ensure seamless connectivity between endpoint devices and enterprise network infrastructure.
- Participate in incident response and root-cause analysis impacting desktop or Helpdesk services.
Helpdesk & Call Center Operations
- Direct day-to-day Helpdesk operations, ensuring efficient ticket intake, prioritization, resolution, and escalation.
- Apply call-center best practices to improve customer experience, service quality, and operational efficiency.
- Oversee Helpdesk tools, workflows, and knowledge management.
- Drive continuous improvement initiatives to increase first-contact resolution and self-service adoption.
Communication & Stakeholder Engagement
- Serve as a senior escalation point for complex end-user support and service issues.
- Communicate clearly and effectively with executives, clinicians, operational leaders, and technical teams.
- Develop timely, clear end-user communications related to outages, upgrades, and service changes.
Key Responsibilities
- Lead and mentor Desktop Administration and Helpdesk Support teams, including managers, engineers, analysts, and technicians.
- Define and execute strategy for end-user computing, endpoint management, and IT support services.Establish service standards, SLAs, KPIs, and reporting to ensure consistent, high-quality service delivery.
- Partner with IT and business leaders to align desktop and Helpdesk services with organizational objectives.
- Oversee administration and support of Windows, macOS, and iPad environments.
- Manage the setup, deployment, ongoing management, and secure destruction/decommissioning of endpoint devices.Ensure standardized desktop builds, patching, configuration, encryption, and lifecycle management.
- Lead implementation and optimization of endpoint management tools (e.g., MDM, endpoint security, remote support).
- Ensure compliance with security, regulatory, and organizational policies.
- Provide leadership oversight for Microsoft Office 365 services, including Outlook, Teams, SharePoint, OneDrive, and collaboration workloads.
- Drive adoption, usability, and training initiatives to improve end-user productivity.
- Partner with security and identity teams to ensure secure and reliable access.
- Provide leadership and oversight for end-user-related services and integrations hosted on or supported by AWS.
- Collaborate with cloud and infrastructure teams to ensure secure, scalable, and reliable endpoint and support services in cloud environments.
- Support troubleshooting, monitoring, and service optimization related to AWS-hosted workloads impacting end users.
- Collaborate closely with network teams supporting Aruba wired and wireless networking environments.
- Ensure seamless connectivity between endpoint devices and enterprise network infrastructure.
- Participate in incident response and root-cause analysis impacting desktop or Helpdesk services.
- Direct day-to-day Helpdesk operations, ensuring efficient ticket intake, prioritization, resolution, and escalation.
- Apply call-center best practices to improve customer experience, service quality, and operational efficiency.
- Oversee Helpdesk tools, workflows, and knowledge management.
- Drive continuous improvement initiatives to increase first-contact resolution and self-service adoption.
- Serve as a senior escalation point for complex end-user support and service issues.
- Communicate clearly and effectively with executives, clinicians, operational leaders, and technical teams.
- Develop timely, clear end-user communications related to outages, upgrades, and service changes.
Leadership & Strategy
Desktop & Endpoint Administration
Microsoft Office 365
Cloud & AWS Experience
Helpdesk & Call Center Operations
Communication & Stakeholder Engagement
On-site Position
- This is 100% on-site position, at the Call Center/Office in Pompano Beach, FL
- Monday - Friday and weekends as business needs require
Skills Required
- Proven experience managing enterprise-scale desktop and Helpdesk environments.
- Experience in healthcare and call-center-based IT support organizations.
What We Do
We combine the power of analytics with the power of care. Porter is a leading healthcare IT and services platform for care and coverage coordination that optimizes outcomes and member experience. We deliver understanding, compassion, information, and peace of mind for your members. Driven by robust AI analytics, Porter’s Care Guide team helps the member navigate the healthcare delivery system, secures the right support for each member’s specific needs, and directs Porter’s team of expert clinicians to perform comprehensive in-home assessments, complete with lab and diagnostic testing. By coordinating the complexities of each unique care journey, Porter helps close the gaps with the largest impact on quality measures, total cost of care, risk adjustment, and member experience.
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