Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network. Summary Responsible for overseeing and managing the daily operations of desktop support services within the organization. Acts as the central point of coordination, ensuring that end-user computing environments are stable, secure, and efficient. Prioritizes and assigns tickets and helps to ensure service-level agreements (SLAs) are met. Collaborates with IT leadership to plan upgrades, manage asset inventories, and implement best practices for desktop management. Plays a critical role in aligning desktop support services with business needs, ensuring employees have reliable access to the technology they require to perform effectively Job Duties • Coordinate and oversee daily desktop support operations, ensuring timely resolution of incidents and requests. • Assign, track, and monitor helpdesk tickets to assist with maintaining SLA compliance. • Provide reporting on desktop support performance, trends, and improvement opportunities. • Serve as an escalation point for desktop-related issues. • Ensure timely resolution by liaising with support teams and vendors. Minimum Qualifications • High School Diploma/GED • 3 years related work experience • Familiarity with ITIL principles and workflows for incident and problem management • Understanding of desktop hardware and operating systems (Windows/macOS) • Ability to manage desktop deployments, upgrades, and testing schedules across teams • Strong written and verbal communication skills for liaising between IT teams, end-users, and positions in leadership • Work effectively with cross-functional teams, including network, security, and application support Physical Demands Lift and carry 7 lbs., continuous sitting >67%, frequent keyboard use/repetitive motion, frequent fine motor activity/wrist position deviation. Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require. Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities. https://youtu.be/GD67a9hIXUY Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes. Work Shift: Day Shift Address: 1200 S Cedar Crest Blvd Primary Location: Lehigh Valley Hospital- Cedar Crest Position Type: Onsite Union: Not Applicable Work Schedule: Monday-Friday; 8:00a-4:30p Department: 1004-13042 CSS-Av & Media Services