Manager, IT Help Desk - SSO Information Technology - USA Health Shared Services

USA Health • Mobile, AL

8d

About The Position

The Manager, IT Help Desk is responsible for participating in and overseeing the IT Help Desk team’s support operations, including taking calls, supervising calls, and supporting team members. The role focuses on providing timely and accurate customer service, seeking first-call resolution, establishing service standards, and improving end-user support.

The manager recruits and trains Help Desk staff, documents and teaches support best practices, maintains clear and current Help Desk documentation, and follows up with end users to confirm resolution and identify improvement opportunities. The position also monitors team productivity and call quality, shares customer feedback with relevant IT teams, and manages the department’s IT service management, system-status communications, and identity-management applications.

The position requires a bachelor’s degree in a related field and three years of IT experience, including one year in a supervisory capacity. Related IT experience may substitute for education on a year-for-year basis, and a comparable combination of education and experience may also meet the requirements. ITIL certification is preferred. The role must meet applicable department, educational, hospital, infection-control, and safety requirements, maintain regular and prompt attendance, and work the defined schedule and overtime as required.

Requirements

• Bachelor’s degree in information technology, healthcare administration, computer science, or a related field from an accredited institution.
• Three years of IT experience, including one year in a supervisory capacity.
• Related IT experience may substitute for required education on a year-for-year basis.
• A comparable combination of education and experience may substitute for the stated requirements.
• Ability to work the defined schedule and overtime as required.
• Regular and prompt attendance.
• Adherence to current infection-control and safety standards and completion of mandatory department, educational, and hospital requirements.

Nice To Haves

• Information Technology Infrastructure Library (ITIL) certification.

Responsibilities

• Take Help Desk calls, supervise calls, and provide support to team members.
• Ensure timely and accurate customer service and strive for first-call resolution.
• Recruit and train new IT Help Desk team members.
• Set and uphold customer service standards.
• Respond to queries and handle complaints to improve customer service and end-user support.
• Establish, document, and train staff on best practices throughout the technical support process.
• Keep Help Desk support documentation clear, concise, current, and published to the SharePoint Knowledge Base or another designated application.
• Follow up with end users to confirm issue resolution and identify areas for improvement.
• Develop daily, weekly, and monthly reports on Help Desk team productivity.
• Provide customer feedback to appropriate IT teams.
• Conduct quality assurance reviews of Help Desk team members’ call recordings.
• Manage the IT department’s ITSM platform and ensure ITIL standards.
• Manage applications used to communicate system issues and status.
• Manage identity-management applications.
• Complete mandatory department, educational, and hospital requirements and adhere to current infection-control and safety standards.
• Maintain regular and prompt attendance, work the defined schedule and overtime as required, and perform related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager