IT Desktop Support Manager

Job Number
Banner Health (Corporate)
Banner Health (Corporate) - IT Account Mgmt-Corp
Position Type
FT: Full-Time
Street Address
1501 N. Campbell Ave.
City & State
Posting Category
Leadership - Non-Clinical


Banner Health is looking for a customer service driven IT Customer Relations Senior Manager to join their team at Banner University Medical Center in Tucson, AZ.  The ideal candidate will have experience managing a team during large scale projects, broad knowledge of IT functions, including infrastructure, databases and systems, and be able to solve problems independently.


About Banner Health Corporate
Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.



About Banner Health
Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.


Job Summary

This position manages workflow of assigned customer service activities and is a member of the I/T customer support leadership team. This position is responsible for providing user level support for I/T activities, clinical informatics or nonclinical applications depending on designated area, across multiple locations, as assigned. This position is responsible for managing the workflow of the assigned team, ensuring timely customer interactions. The functional areas that this position provides I/T user support for may include desktop support, telecommunications, facility infrastructure, cabling, clinical informatics, and facility-based processes related to clinical documentation in the EMR.

Essential Functions

  • Identifies, prioritizes, directs and schedules customer requests and routine assignments. Ensures that appropriate resources are deployed to meet customer business, clinical and technical needs. Follow-ups on customer requests to assure the final product has been delivered to meet expectations. Utilizes problem solving techniques to independently triage problems as they relate to business or clinical applications. This may with network infrastructure, business/clinical or product line specific applications.

  • Establishes departmental objectives and develop effective tools to measure and report performance against these objectives. Plans and develops detailed specifications for I/T assignments, assess the quality of delivered services and implement quality improvement action plans.

  • Hires, trains, conducts performance evaluations, and directs the workflow for the staff. This position is also accountable for participating in the development and implementation of goals and objectives. Ensures all goals and objectives are met timely and effectively.

  • Assists I/T leadership in developing annual operational budgets. Assists leadership in ensuring budgetary goals are met on an annual basis.

  • Participates and may lead in task forces and councils. This includes participating in the development and implementation of processes, procedures, and programs to increase facility/business entity operations efficiency and effectiveness, as well as ensure the delivery of quality customer service and support.

  • Minimum Qualifications

    Must possess strong knowledge of business and technology as is normally obtained through the completion of a bachelors degree in related.

    Certain assignments require a Registered Nurse (R.N.) with licensure in practicing state.

    Individual must also have progressive experience in a healthcare environment, or equivalent combination of relevant education, technical, business and healthcare experience typically achieved in 4+ years.

    Requires demonstrated leadership experience in project planning, reporting, and/or budgeting. Requires exceptional communication, presentation, and negotiation skills to engage technical and non-technical audiences. Requires leadership skills with ability to lead, communicate, and interact across facilities and at various levels. Successful candidate will have skills and experience to recruit, mentor, motivate, evaluate, and retain staff. As is typical in this industry, a pager may be required.

    Preferred Qualifications

    Additional related education and/or experience preferred.