Director, Desktop Administration & Helpdesk Support
Join the Porter team as an impactful member in the Technology Department! ### Your Impact at Porter
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. Networking & Infrastructure Collaboration
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. Will be required to travel to the office in Pompano Beach, FL from time to time.
