Help Desk & Support Applications - Manager _ Division of Information Systems

ummc; Missouri; On-site; USD 85,000 - 110,000; Full time

Job summary

UMMC is seeking a Manager of Help Desk & Support Applications to oversee daily IT Help Desk operations and ensure timely resolution of user issues. You will guide service delivery to support organizational technology needs and enhance end-user experience.

Responsibilities include supervising staff, managing ticketing systems, coordinating with IT management, and driving improvements in user satisfaction. A degree and four years of supervisory IT Help Desk experience are required.

Qualifications

• Degree (Associate's or Bachelor's) and four (4) years of experience managing or supervising an IT Help Desk, Service Desk, or Technical Support team.
• Knowledge of computer hardware and help desk software.
• Analytical, organizational, and problem resolution skills.
• Verbal and written communication skills.
• Ability to plan, prioritize, and schedule help desk activities.

Responsibilities

• Collaborates with IT management to configure ticketing software to align with workflow and reporting needs.
• Integrates databases and monitoring software to create an all-in-one service management solution.
• Manages and directs the use of help desk software and ensures it meets internal needs.
• Plans, prioritizes, and schedules help desk activities to ensure continuity of service.
• Leads and develops help desk staff to deliver competent and timely service.

Skills

Hardware knowledge

Help desk software

Analytical skills

Communication skills

Interpersonal skills

Planning and scheduling

Supervisory ability

Education

Bachelor's or Associate's degree

Tools

Ticketing software

Databases monitoring software

Job description

Job Requisition ID:

R00050557

Job Category:

Professional and Technical

Organization:

SER-DIS-Service Delivery

Location/s:

Main Campus Jackson

Job Title:

Help Desk & Support Applications - Manager _ Division of Information Systems

Job Summary:

Manager-Help Desk & Support Applications manages the daily operations of the IT Help Desk to ensure user issues and service requests are identified, prioritized, researched, resolved, and followed up on in a timely and effective manner. Oversees help desk systems, processes, staff, and service delivery to support organizational technology needs and enhance the end-user experience.

Education & Experience

Education and Experience Required:

Degree (Associate's or Bachelor's) and four (4) years of experience managing or supervising an IT Help Desk, Service Desk, or Technical Support team.

Certifications, Licenses or Registration Required: N/A

Knowledge, Skills & Abilities

Knowledge, Skills, and Abilities:

Knowledge of computer hardware and help desk software. Knowledge of current technological trends in the information technology service management area. Analytical, organizational, and problem resolution skills. Skill in the use of personal computers and related software applications. Verbal and written communication skills. Interpersonal skills to interact with a wide range of constituencies. Ability to identify. Ability to plan, priorities, and schedule help desk activates. Ability to organize and manage resources. Ability to build and sustain professional coalitions and relationships. Ability to supervise, evaluates and develop help desk staff.

Responsibilities:

• Collaborates with information technology management in the configuration of ticketing software to align with information system workflow and reporting needs and to enhance the end user experience.
• Collaborates with information technology management and other stakeholders in the integration of databases and information technology equipment monitoring software to create and maintain an all-in-one solution of service management.
• Manages and directs the use of help desk services software. Ensures products and services meet the needs of internal customers. Communicates ongoing ITSM plans and priorities to other technology services groups/units and management.
• Plans, prioritizes, and schedules help desk activates to ensure continuity of service.
• Leads, directs, evaluates and develops help desk staff to endure users receive compete tent and timely service. Recommends personnel actions such as hiring, terminating, and promotions.
• Provides application support for help desk software. Directs the transition planning for new applications required for information technology service management.
• Keeps current on and evaluates new or emerging technologies in the information technology service management arena. Recommends new technologies for deployment. Assembles annual capital and operating budget requests.
• The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive. Management retains the right to add or change duties at any time.

Physical and Environmental Demands:

Requires occasional working hours significantly beyond regularly scheduled hours, occasional travelling to offsite locations, occasional activities subject to significant volume changes of a seasonal/clinical nature, occasional bending, occasional driving, occasional kneeling, occasional reaching, frequent sitting, frequent standing, occasional twisting, and frequent walking. (occasional-up to 20%, frequent-from 21% to 50%, constant-51% or more)

Time Type:

Full time

FLSA Designation/Job Exempt:

Yes

Pay Class:

Salary

FTE %:

100

Work Shift:

Day

Job Posting Date:

09/22/2026