Manager, IT Help Desk - SSO Information Technology - USA Health Shared Services

University of South Alabama Health System; Park Forest (AL); On-site; USD 60,000 - 85,000; Full time

Job summary

USA Health in Mobile, AL is hiring an IT Help Desk Supervisor to lead daily support operations, monitor performance, and mentor team members. You will ensure timely, accurate responses, maintain ITIL-aligned processes, and manage the ITSM platform and SharePoint knowledge base.

The role requires a Bachelor's degree in IT or related field with at least 3 years IT experience, including supervisory experience. ITIL certification is preferred.

Qualifications

• Bachelor's Degree in information technology, healthcare administration, computer science, or a related field, and 3 years IT experience, including at least 1 year in a supervisory role.
• Related IT experience may substitute on a year-for-year basis for the required education.
• Information Technology Infrastructure Library (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 - including taking calls, supervising calls, and providing support to the team members.
• Ensure customer service is timely and accurate, striving for first call resolution, in all interactions.
• Recruit and train new IT Help Desk team members.
• Set and uphold customer service standards.
• Contribute to improving customer service and end user support by actively responding to queries and handling complaints.
• Establish, document and train on best practices through the entire technical support process.
• Ensure all documentation used to support the functions and personnel of the IT Help Desk is clear, concise, up-to-date, and published to the Help Desk Knowledge Base on Sharepoint, or other designated application.
• Provide follow-up with end users to ensure their issue(s) were resolved and identify areas of improvement.
• Develop daily, weekly and monthly reports on help desk team’s productivity. Provide customer feedback to the appropriate IT teams.
• Conduct quality assurance reviews on Help Desk team member’s call recordings.
• Manage the ITSM platform for the IT department, ensuring ITIL standards.
• Manage applications related to communicating system issues and status.
• Manage applications related to identity management.
• Completes all mandatory department, educational and hospital requirements
• Adheres to current Infection Control and Safety Standards
• Regular and prompt attendance
• Ability to work schedule as defined and overtime as required
• Related duties as assigned

Skills

Supervisory experience

Customer service

Team leadership

Education

Bachelor's Degree in information technology, healthcare administration, computer science, or a related field

Tools

SharePoint

ITSM platform

Job description

Overview

USA Health is Transforming Medicine along the Gulf Coast to care for the unique needs of our community.USA Health is changing how medical care, education, and research impact the health of people who live in Mobile and the surrounding area. Our team of doctors, advanced care providers, nurses, therapists, and researchers provides the region's most advanced medicine at multiple facilities, campuses, clinics, and classrooms. We offer patients convenient access to innovative treatments and advancements that improve the health and overall well-being of our community.

Responsibilities

• Embed yourself as a member of the IT Help Desk team - including taking calls, supervising calls, and providing support to the team members.
• Ensure customer service is timely and accurate, striving for first call resolution, in all interactions.
• Recruit and train new IT Help Desk team members.
• Set and uphold customer service standards.
• Contribute to improving customer service and end user support by actively responding to queries and handling complaints.
• Establish, document and train on best practices through the entire technical support process.
• Ensure all documentation used to support the functions and personnel of the IT Help Desk is clear, concise, up-to-date, and published to the Help Desk Knowledge Base on Sharepoint, or other designated application.
• Provide follow-up with end users to ensure their issue(s) were resolved and identify areas of improvement.
• Develop daily, weekly and monthly reports on help desk team’s productivity. Provide customer feedback to the appropriate IT teams.
• Conduct quality assurance reviews on Help Desk team member’s call recordings.
• Manage the ITSM platform for the IT department, ensuring ITIL standards.
• Manage applications related to communicating system issues and status.
• Manage applications related to identity management.
• Completes all mandatory department, educational and hospital requirements
• Adheres to current Infection Control and Safety Standards
• Regular and prompt attendance
• Ability to work schedule as defined and overtime as required
• Related duties as assigned

Additional Information

Employees must be in a regular position, working 20 hours or more per week (.50 FTE or greater) to qualify for benefits.

Qualifications

• Bachelor's Degree in information technology, healthcare administration, computer science, or a related field from an accredited institution and 3 years of IT experience, one year of which was in a supervisory capacity. Required
• Related IT experience may substitute on a year-for-year basis for the required education Preferred
• Information Technology Infrastructure Library (ITIL) certification Preferred
• Comparable combination of education and experience may substitute for the above requirements.

Equal Employment Opportunity/Affirmative Action Employer

The University of South Alabama is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, religion, age, genetic information, disability, protected veteran status or any other applicable legally protected basis. EO Employer – minorities/females/veterans/disabilities/sexual orientation/gender identity.