IT Help Desk Lead & Service Excellence Manager

University of South Alabama Health System; Mobile (AL); Vor Ort; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

University of South Alabama Health System is seeking an IT Help Desk supervisor to lead a team, coordinate daily operations, and ensure high-quality user support. You will recruit, train, and mentor staff, maintain service standards, and drive improvements across incident handling and documentation.

The role requires a Bachelor’s degree in IT or related field, 3 years IT experience with at least 1 year in supervision, and ITIL familiarity. Experience with SharePoint and ITSM platforms is a plus.

Qualifikationen

• Bachelor's degree in IT/health IT or related field with 3 years IT experience, including 1 year in supervision
• ITIL certification preferred
• Substitution of education with experience may apply

Aufgaben

• Embed yourself as a member of the IT Help Desk team and support the team
• Ensure customer service is timely and accurate, aiming for first call resolution
• Recruit and train new IT Help Desk team members
• Set and uphold customer service standards
• Develop daily, weekly and monthly productivity reports

Kenntnisse

Customer service

Supervisory

Team leadership

Communication

Reporting

Ausbildung

Bachelor's degree in IT / related field

ITIL certification (preferred)

Tools

SharePoint

ITSM

Identity management

Jobbeschreibung

University of South Alabama Health System is seeking an IT Help Desk supervisor to lead a team, coordinate daily operations, and ensure high-quality user support. You will recruit, train, and mentor staff, maintain service standards, and drive improvements across incident handling and documentation.

The role requires a Bachelor’s degree in IT or related field, 3 years IT experience with at least 1 year in supervision, and ITIL familiarity. Experience with SharePoint and ITSM platforms is a plus.