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

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

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.