IT Help Desk Team Lead - ITIL & Service Delivery

USA Health; Mobile (AL); On-site; USD 60,000 - 90,000; Full time

Job summary

The University of South Alabama is seeking an IT Help Desk Supervisor to lead the support team and ensure high-quality customer service for users across hospital facilities and campuses.

Responsibilities include supervising staff, training new hires, maintaining clear documentation, and producing regular performance reports. This role requires a IT-related degree and relevant experience in healthcare IT environments.

Qualifications

• Bachelor's Degree in IT, healthcare administration, computer science, or related field with 3 years IT experience and supervisory exposure.
• One year of supervisory experience is required.
• ITIL certification is preferred; other qualifications may substitute for education/experience.

Responsibilities

• Embed yourself as a member of the IT Help Desk team, including handling calls and supervising the team.
• Ensure timely, accurate customer service with first-call resolution.
• Recruit and train new IT Help Desk staff and set service standards.
• Maintain Help Desk documentation and publish to knowledge bases.
• Develop reports on team productivity and provide feedback to IT teams.

Skills

Customer service

Supervisory experience

Technical support

Education

Bachelor's degree in IT/healthcare/CS or related field

3+ years IT experience

Tools

ITSM platform

SharePoint

ITIL knowledge

Job description

The University of South Alabama is seeking an IT Help Desk Supervisor to lead the support team and ensure high-quality customer service for users across hospital facilities and campuses.

Responsibilities include supervising staff, training new hires, maintaining clear documentation, and producing regular performance reports. This role requires a IT-related degree and relevant experience in healthcare IT environments.