IT Help Desk & Applications Manager — Lead Service Excellence

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

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.