Desktop Support Manager

Howard University Hospital – Washington, DC

Role Summary

Howard University Hospital is seeking an experienced Desktop Support Manager to lead and oversee the daily operations of our Desktop Support team. This role is responsible for ensuring reliable and responsive technical support services that enable hospital operations, clinical care, and administrative functions.

The Desktop Support Manager provides leadership, operational oversight, and advanced technical expertise while managing a team responsible for supporting enterprise desktop systems, mobile devices, and end-user technology across the hospital. The position works closely with Service Delivery, Endpoint Management, and other IT teams to ensure timely incident resolution, service quality, and continuous improvement of desktop support services.

This is a leadership role in a fast-paced healthcare environment where dependable technology support is critical to operational continuity and patient care.

What You’ll Do

• Lead and manage the daily operations of the Desktop Support team supporting hospital staff, faculty, and administrators
• Supervise technical staff and team leads, including hiring, coaching, performance management, and workload distribution
• Monitor ticket queues, prioritize incidents, and ensure timely resolution in accordance with service expectations
• Partner with Service Delivery and other IT teams to coordinate escalations and cross-team issue resolution
• Analyze desktop support trends and metrics to improve service delivery and operational efficiency
• Lead desktop support initiatives and projects in collaboration with IT leadership
• Assist in developing departmental operating and capital budgets
• Implement and maintain service management practices aligned with ITSM/ITIL frameworks
• Coordinate with Endpoint Management teams on imaging, patching, and endpoint security
• Provide advanced troubleshooting support for complex technical issues affecting desktop systems and applications
• Maintain working knowledge of enterprise hospital applications, networks, and services

Required Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or a related field, or an equivalent combination of education and experience
• Demonstrated leadership and supervisory experience managing technical support teams
• Experience supporting Windows and macOS desktop operating systems
• Experience with mobile device platforms and enterprise endpoint environments
• Strong troubleshooting and problem-solving skills in enterprise technology environments
• Excellent communication and interpersonal skills with the ability to support both technical and non-technical users
• Experience managing complex workloads and competing priorities
• Demonstrated ability to foster a collaborative and customer-focused team environment
• Experience with ITSM or ITIL service management practices
• Experience supporting IT services in a hospital, healthcare, or higher education environment preferred

About Howard University Hospital

Howard University Hospital is a leading academic medical center located in Washington, DC. As the nation’s only teaching hospital on the campus of a historically Black university, the hospital has a long tradition of excellence in patient care, medical education, and community service.

Our employees are dedicated to advancing health equity, improving patient outcomes, and supporting a collaborative healthcare environment that values innovation, integrity, and service.

What We Offer

• Competitive and comprehensive benefits package
• Medical, dental, and vision insurance
• Retirement savings plans
• Paid time off and holidays
• Professional development and career growth opportunities
• A collaborative mission-driven healthcare environment

Pay + Schedule

Location: Howard University Hospital – Washington, DC
Department: IT Technology Services
Reports To: Infrastructure Manager
Status: Full-Time
FLSA Status: Exempt

Salary will be determined by the Compensation Department based on experience, education, internal equity, and other relevant factors.

Compliance Statements

Culture of Care

Howard University Hospital supports a Just Culture that promotes accountability, learning, and patient safety.

Equal Opportunity Employer

Howard University Hospital is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other status protected by applicable law.

Reasonable Accommodation

Howard University Hospital is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. If you require an accommodation during the application or interview process, please contact the Human Resources Department at HUHLA@huhosp.org.

Pay Transparency

Salary ranges listed in job postings reflect the expected compensation range for the position and are provided in accordance with applicable pay transparency laws. Final compensation is determined based on experience, education, internal equity, and other relevant factors.

Disclaimer

The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.