ABOUT THIS POSITION

We are looking for a proactive and service-driven Help Desk Manager to lead our internal IT support function. This role will oversee daily help desk operations, manage the team responsible for handling employee IT issues, and serve as the main point of contact for standard IT services—including laptop setup, account provisioning, and general troubleshooting. The ideal candidate will combine strong technical knowledge with excellent communication and team leadership skills.

WHAT YOULL DO

Lead and manage day-to-day operations of the IT Help Desk, ensuring timely and effective resolution of support tickets.
Serve as the primary point of contact for internal IT requests related to device setup, access issues, software support, and hardware troubleshooting.
Develop and maintain documentation for IT processes, standard operating procedures, and support resources.
Monitor help desk metrics, and call center monitoring functions, and service levels to identify trends, improve efficiency, and ensure a high level of user satisfaction.
Create and provide ongoing metrics to showcase the value out of the Help Desk.
Coordinate with other IT functions to escalate and resolve complex issues.
Train and mentor help desk team members to support professional development and operational excellence.
Contribute to IT projects and initiatives involving employee-facing systems and support.
Analyze call center data and prepare reports for upper management.
Evaluate staff effectiveness and performance annually or on an at-need basis.
Lead team meetings and give presentations to leadership.
Develop monthly, quarterly and annual call center goals and action plans.
Prepare work schedules to ensure sufficient coverage

WHAT YOULL NEED

Bachelor’s degree in Information Technology, Computer Science, or related field—or equivalent work experience.
3–5 years of IT support experience, with at least 1–2 years in a team lead or managerial role.
Proficient in Windows, Mac OS, Microsoft 365, and common ticketing systems (e.g., Jira, Zendesk, ServiceNow).
Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
Excellent verbal and written communication skills; customer-first mindset.
Familiarity with IT asset management and basic networking concepts.
Experience supporting a hybrid or remote workforce is a plus.
Experience in performing or participating in audits is a plus. SOX, SOC2, HITRUST, etc

ABOUT WAYSTAR

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter.

WAYSTAR PERKS

Competitive total rewards (base salary + bonus, if applicable)
Customizable benefits package (3 medical plans with Health Saving Account company match)
We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
Paid parental leave (including maternity + paternity leave)
Education assistance opportunities and free LinkedIn Learning access
Free mental health and family planning programs, including adoption assistance and fertility support
401(K) program with company match
Pet insurance
Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.