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Mgr IT Support, Desktop Support

Primary Location Greensboro, North Carolina Employee Status: Regular Worker Location: Onsite Schedule Full-time Scheduled Weekly Hours: 40 Shift Day
Job Number 1363736 Date Posted 05/12/2026
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Job Summary:

In addition to the responsibilities listed below, this position is responsible for helping develop operating budgets, monthly reviews of spending, and overseeing resources to ensure recharge commitments are met for the service area. This position may also require before/after hours support.

Essential Responsibilities:

  • Manages individuals and/or teams in designated work unit by translating business plans into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.
  • Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; supporting execution of performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
  • Manages recurring and escalated problems.
  • Manages troubleshooting efforts to identify and rectify problems.
  • Manages efforts to analyze and prioritize incoming requests and alerts.
  • Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems issues.
  • Follows and manages the development of standard operating procedures.
  • Reviews and approves resolution proposal to prevent issue recurrence.
  • Defines and manages key performance indicators (e.g., performance, availability, capacity)
  • Promotes and ensures compliance in the use of a knowledge repository for technical support.
  • Defines and manages procedures for incident escalation.
  • Manages execution of disaster recovery, and business continuity processes and events.
  • Manages after hours on call support.
  • Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.
  • Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
  • Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.
Knowledge, Skills and Abilities: (Core)
  • Ambiguity/Uncertainty Management
  • Attention to Detail
  • Business Knowledge
  • Communication
  • Constructive Feedback
  • Critical Thinking
  • Cross-Group Collaboration
  • Decision Making
  • Dependability
  • Diversity, Equity, and Inclusion Support
  • Drives Results
  • Facilitation Skills
  • Health Care Industry
  • Influencing Others
  • Integrity
  • Leadership
  • Learning Agility
  • Organizational Savvy
  • Problem Solving
  • Short- and Long-term Learning & Recall
  • Strategic Thinking
  • Team Building
  • Teamwork
  • Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)
  • Directory Administration
  • Acts with Compassion
  • Business Planning
  • Crisis Incident Management
  • Customer Support Operations
  • Demonstrating Personal Flexibility
  • Getting Work Done Through Others
  • Innovative Mindset
  • Key Performance Indicators
  • Managing Diverse Relationships
  • Mentoring and Coaching
  • Organizational Skills
  • Prioritization
  • Relationship Building
  • Technical Communication

Minimum Qualifications:

  • Minimum four (4) years experience providing end-user desktop support.
  • Minimum three (3) years in a leadership role working with IT or operational teams.
  • Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Preferred Qualifications:
  • * Four (4) years experience in hardware configuration and/or troubleshooting
  • * Four (4) years experience in end-user software configuration and/or troubleshooting
Primary Location: North Carolina,Greensboro,Greensboro Administration Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon-Fri Working Hours Start: 08:00 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Worker Location: Onsite Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee Job Level: Manager with Direct Reports Department: KPIT ADMIN - ITO EUS ECS NCAL 2 - 9601 Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location. Travel: Yes, 15 % of the Time Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.
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