We are building a World Class Service Center and invite you to join a team of people who are committed to a core objective of supporting life changing service and providing professional expertise to the operations and leaders we support.

About the Company

Pennant Services is one of the most dynamic and progressive companies in the rapidly expanding senior living, home health, hospice, and home care industries. Affiliates of Pennant Services now operate 111 senior living, home health, hospice, and home care operations across 14 states and we are growing! These operations have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the “Service Center,” a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual agencies.

Something else that sets us apart from other companies is the quality of our most valuable resources – our people! We are dedicated to living out our culture as defined by our core values,

“CAPLICO”:

Customer Second

Accountability

Passion for Learning

Love One Another

Intelligent Risk Taking

Celebrate

Ownership

By incorporating these principles at all levels of our organization, our employees feel valued and excited about their impact on our service center team members and operational partners. Our culture fosters excellence both personally and professionally and promotes development that leads to continued success.

Job Summary

The Help Desk Manager is responsible for overseeing the day-to-day operations of the IT help desk team. This includes managing the resolution of IT service requests, ensuring the team's efficient performance, and delivering excellent customer service to end-users. The role requires strong leadership, communication, and technical skills.

Key Responsibilities

• Team Leadership : Manage and mentor a team of help desk technicians, providing direction, support, and training.

• Service Management : Oversee the day-to-day activities of the help desk to ensure timely resolution of service requests, incidents, and problems in alignment with SLAs (Service Level Agreements).

• Escalation Management : Handle escalated technical issues and ensure they are resolved efficiently and effectively, collaborating with other IT teams when needed.

• Performance Monitoring : Monitor and analyze team performance, including ticket response times, resolution times, and customer satisfaction, providing regular reports to senior management.

• Process Improvement : Continuously assess and improve help desk workflows, procedures, and systems to optimize performance and service delivery.

• Manage Training and Development : Oversee d evelop ment of training materials and sessions to enhance the team's technical skills and customer service capabilities.

• Incident & Problem Management : Identify recurring issues and work with appropriate teams to find long-term solutions, ensuring minimal disruption to end-users.

• Documentation : Ensure accurate and thorough documentation of all support activities, including ticket resolutions, knowledge base entries, and technical procedures.

• Collaboration : Work closely with other departments (e.g., Systems, Network, Security) to address broader IT infrastructure issues and align help desk efforts with organizational goals.

• Technology Evaluation : Evaluate new help desk tools, software, and technologies to improve service delivery and enhance team productivity.

Qualifications

Education :

• Bachelor’s degree in Information Technology , Computer Science, or related field (or equivalent work experience).

Experience :

• At least 3-5 years of experience in IT support or help desk roles.

• At least 2 years of experience in a supervisory or management position.

• Strong understanding of help desk processes, ITIL (Information Technology Infrastructure Library) frameworks, and IT service management best practices.

Skills & Competencies :

• Technical Skills : Proficiency in IT troubleshooting, Windows and macOS operating systems, network connectivity issues, and common business software .

• Customer Service : Excellent communication skills and the ability to handle customer inquiries with professionalism and patience.

• Leadership : Strong leadership skills, with the ability to motivate and manage a team, fostering a collaborative environment.

• Problem Solving : Strong analytical and problem-solving skills, with the ability to resolve technical issues efficiently.

• Time Management : Ability to prioritize and manage multiple tasks in a fast-paced environment.

• Adaptability : Comfortable working in a dynamic environment with changing priorities and deadlines.

The employer for this position is stated in the job posting. The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets. More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.