Your Impact at Porter

The Director, Desktop Administration & Helpdesk Support is responsible for leading and optimizing enterprise end-user computing and frontline IT support services. This role oversees desktop administration across multiple platforms (Windows, macOS, iPads), Microsoft Office 365 services, endpoint management platforms, Aruba networking environments, and a high-quality Helpdesk operation. The Director ensures reliable, secure, and responsive technology services while delivering an excellent end-user experience.

This position requires strong leadership, exceptional communication skills, and proven experience managing enterprise-scale desktop and Helpdesk environments. Experience in healthcare and call-center-based IT support organizations is highly valued.

Key Responsibilities:
Leadership & Strategy

• Lead and mentor Desktop Administration and Helpdesk Support teams, including managers, engineers, analysts, and technicians.
• Define and execute strategy for end-user computing, endpoint management, and IT support services.Establish service standards, SLAs, KPIs, and reporting to ensure consistent, high-quality service delivery.
• Partner with IT and business leaders to align desktop and Helpdesk services with organizational objectives.

Desktop & Endpoint Administration

• Oversee administration and support of Windows, macOS, and iPad environments.
• Manage the setup, deployment, ongoing management, and secure destruction/decommissioning of endpoint devices.Ensure standardized desktop builds, patching, configuration, encryption, and lifecycle management.
• Lead implementation and optimization of endpoint management tools (e.g., MDM, endpoint security, remote support).
• Ensure compliance with security, regulatory, and organizational policies.

Microsoft Office 365

• Provide leadership oversight for Microsoft Office 365 services, including Outlook, Teams, SharePoint, OneDrive, and collaboration workloads.
• Drive adoption, usability, and training initiatives to improve end-user productivity.
• Partner with security and identity teams to ensure secure and reliable access.

Cloud & AWS Experience

• Provide leadership and oversight for end-user-related services and integrations hosted on or supported by AWS.
• Collaborate with cloud and infrastructure teams to ensure secure, scalable, and reliable endpoint and support services in cloud environments.
• Support troubleshooting, monitoring, and service optimization related to AWS-hosted workloads impacting end users.

• Collaborate closely with network teams supporting Aruba wired and wireless networking environments.
• Ensure seamless connectivity between endpoint devices and enterprise network infrastructure.
• Participate in incident response and root-cause analysis impacting desktop or Helpdesk services.

Helpdesk & Call Center Operations

• Direct day-to-day Helpdesk operations, ensuring efficient ticket intake, prioritization, resolution, and escalation.
• Apply call-center best practices to improve customer experience, service quality, and operational efficiency.
• Oversee Helpdesk tools, workflows, and knowledge management.
• Drive continuous improvement initiatives to increase first-contact resolution and self-service adoption.

Communication & Stakeholder Engagement

• Serve as a senior escalation point for complex end-user support and service issues.
• Communicate clearly and effectively with executives, clinicians, operational leaders, and technical teams.
• Develop timely, clear end-user communications related to outages, upgrades, and service changes.