IT Help Desk Manager: Lead, Train & Elevate Support

USA Health Systems; Park Forest (AL); On-site; USD 45,000 - 65,000; Full time

Job summary

USA Health is seeking an IT Help Desk Supervisor to join the Gulf Coast team. The role embeds you within the IT Help Desk, focusing on timely, accurate support and escalation of end user issues across facilities and clinics.

You will recruit and train staff, set service standards, maintain documentation, and ensure ITSM processes meet ITIL standards. A Bachelor's degree in IT or related field with 3 years IT experience (1 year supervisory) is required.

Qualifications

• Bachelor's degree in information technology, healthcare administration, computer science, or a related field and 3 years of IT experience, one year in a supervisory capacity.
• ITIL certification preferred.
• Comparable combination of education and experience may substitute for the above requirements.

Responsibilities

• Embed yourself as a member of the IT Help Desk team and support the team.
• Ensure timely, accurate customer service with aims for first-call resolution.
• Recruit and train new IT Help Desk team members.
• Set and uphold customer service standards.
• Contribute to improving end user support by addressing queries and complaints.
• Document and train on best practices across the IT Help Desk process.
• Maintain Help Desk knowledge base and documentation.
• Provide post-resolution follow-up to ensure issues are resolved.
• Develop reports on the team's productivity and feedback to IT teams.
• Conduct QA reviews of call recordings.
• Manage the ITSM platform and ITIL standards.
• Oversee applications for system status and identity management.
• Complete all mandatory department and hospital requirements.
• Adhere to infection control and safety standards.
• Maintain regular attendance and flexible schedule as needed.
• Handle related duties as assigned.

Skills

Supervisory experience

IT experience

Education

Bachelor's degree in information technology or related field

ITIL certification (preferred)

Job description

USA Health is seeking an IT Help Desk Supervisor to join the Gulf Coast team. The role embeds you within the IT Help Desk, focusing on timely, accurate support and escalation of end user issues across facilities and clinics.

You will recruit and train staff, set service standards, maintain documentation, and ensure ITSM processes meet ITIL standards. A Bachelor's degree in IT or related field with 3 years IT experience (1 year supervisory) is required.