Infrastructure And Service Desk Manager

Lighthouse Behavioral Health Solutions (LBHS) provides individual, outpatient, intensive outpatient, partial hospitalization, residential, psychiatric services, and medication assisted treatment for mental health and substance abuse treatment needs. We are a treatment facility that prides itself in a welcoming and compassionate approach to substance use and mental health treatment. We believe our clients can achieve recovery and be valued community members through positive engagement and meaningful participation in treatment. 

Our Goal: 

Our comprehensive approach to addictions treatment provides a continuum of care that begins with asking for help and continues through to ongoing peer support. In addition to our state-of-the-art treatment facilities and peer support centers across Central Ohio, we work to remove barriers and promote access to care through our integrative approach and evidence-based clinical treatment. 

Join our exciting and fast-growing company in which you will have an impact on improving people’s lives! Lighthouse Behavioral Health Solutions (LBHS) is looking for quality candidates who are pursuing professional growth in a supportive environment and can thrive in a collaborative team-focused culture.

• 9 Paid Holidays

• Paid Time Off

• Sick Time Off

• Paid continuing education opportunities

• Paid parental leave

• Medical/Dental/Vision

• 401(k)

• Life Insurance

Position: Infrastructure & Service Desk Manager

(This is a full time in office position at our Corporate Office in Columbus, OH)

Job Summary: The Infrastructure & Service Desk Manager is responsible for managing daily operations of the service desk and infrastructure. Ensure that the service desk is effectively managing users’ needs, communication between users and the IT Team, and constantly improving the services. The Infrastructure & Service Desk Manager is responsible for managing the Infrastructure and Service Desk SLAs, budget, performance metrics, and responding to users’ satisfaction metrics. This position reports to the VP of Information Technology.

Duties and Responsibilities:

Duties include, but are not limited to:

• Meet targets and expectations for users’ service and support performance by overseeing the day-to-day effectiveness of service provision.

• Coordinate tasks, escalations, and communication with, and manage, all relevant stakeholders that are involved in service desk operations.

• Serve as escalation point of contact for end users to handle issues and act as a subject matter expert and translate users’ needs and expectations to the team.

• Champion a customer-first approach, monitor and report on SLAs and MSPs overall performance.

• Set up and manage end to end Service Desk processes and ensure are thoroughly documented.

• Oversee the end-to-end incident management process, ensuring timely resolution, minimal impact on business operations, and ensuring compliance with the applicable laws and regulations.

• Enhance infrastructure and service desk aligning processes with Information Technology Infrastructure Library (ITIL) standards and driving continuous improvement.

• Establish and maintain network performance and availability management processes and is the liaison with vendors or third parties.

• Test, evaluate, and install network enhancements to regularly update the network. Test data exchange and communication between network devices and components.

• Fine-tune the network and upgrade network components to enhance the availability, performance, and security, monitor server capacity and performance to keep up with demand in online traffic.

• Manage and support Unified Communications (UC) platforms and phone systems, escalate issues to UCaaS provider.

• Analyze, troubleshoot, and fix network problems. Keep accurate network documentation and records. Ensure secure and stable server connectivity and testing network protocols.

• Effectively perform capacity planning and manage workloads efficiently.

• Effectively leverage allocated budget resources to sustain the needs of the unit.

• Provide basic incident evaluation, fault isolation, analysis, and troubleshooting; resolve issues if possible, or escalate to the appropriate tier and support team, including vendors.

• Notify users of network services status, planned outages, and/or other communications.

• Support the day-to-day functions as needed by providing on-site support, training, and maintaining devices and software applications.

• Ensure and enforce adherence to security policies and procedures, and applicable laws and regulations.

• Manage the procurement and inventory of IT equipment and software.

• Document and maintain records of IT assets, configurations, and support activities.

• Collaborate with other departments and stakeholders to implement and maintain IT projects and initiatives.

Required Experience/Certifications:

• Bachelor’s degree in computer science, computer engineering, or related field.

• Minimum of 5 years of experience as Infrastructure Manager or Service Desk Manager or equivalent.

• Valid State of Ohio Driver's License and insurance

• Must pass BCI check, all Corporate Compliance checks, and employment drug screen.

Desired Experience/Certifications:

• Certifications such as ITIL Foundation, ITIL Service Management, CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST).
• Ability to build a cohesive team and to manage people effectively.
• Ability to set the long-term direction while balance and plan the short-term actions of the team.
• Working knowledge of network, database, infrastructure, security, and privacy.
• A high level of experience in incident management, service requests, and knowledge management.
• Strong knowledge and experience of MS Windows operating systems and MS365 applications.
• Experience with hardware configuration, troubleshooting and repair.
• Outstanding problem-solving, communication, attention to detail, and customer service skills.
• Excellent interpersonal skills, with the ability to explain technical concepts to non-technical users.

Lighthouse is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, sexual orientation, disability status, genetics, gender identity and/or expression, protected veteran status, or any other characteristic protected by federal, state, or local law.

LBHS adheres to Title VII of the Civil Rights Act as amended, Ohio Civil Rights Act, and all applicable rules and regulations. LBHS is an equal opportunity employer.