Manager IT Service Desk (Onsite)

umchealthsystem; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

UMC Health System is seeking a senior IT Service Desk Leader to oversee daily operations, ensuring high-quality support for hospital users. The role reports to the Director IT Service Delivery and focuses on staffing, coaching, and performance management.

You will monitor SLA performance, drive process improvements, and implement ITSM best practices across the service desk and related teams. A strong leadership presence and ITIL proficiency are essential to success.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, Healthcare Informatics, or related field preferred.
• Equivalent combination of education and experience may be considered.
• Minimum of five (5) years of progressively responsible experience in IT support, Service Desk operations, or IT service management.
• Minimum of two (2) years of supervisory or leadership experience required.
• Experience managing service level performance, support operations, and customer service teams preferred.

Responsibilities

• Provides leadership and oversight for daily IT Service Desk operations, ensuring high-quality technical support.
• Supervises Service Desk personnel including staffing, onboarding, coaching, and performance management.
• Ensures incidents, service requests, and inquiries are documented, prioritized, assigned, resolved, or escalated per procedures.
• Monitors workload, queue health, ticket aging, and SLA performance to identify risks.
• Develops, maintains, and distributes reports and dashboards related to Service Desk performance.
• Serves as escalation point and coordinates with technical teams for timely resolution.
• Supports IT service management processes and ITIL best practices.
• Coordinates CAB and other operational meetings as assigned.

Skills

ITSM Principles

Incident Management

Change Management

Knowledge Management

Service Level Management

Leadership

Communication

Analytics

Reporting Dashboards

ITSM Platforms

Education

Bachelor's degree in Information Technology, Business Administration, Healthcare Informatics, or related field

Job description

We've learned that what is best for patients is also best for employees. Learn more about why we are one of the Best Companies to Work for in Texas®.

Reports to

Director IT Service Delivery

Job Specific Responsibilities

• Provides leadership and oversight for daily IT Service Desk operations, ensuring delivery of high-quality technical support services to UMC Health System users.
• Supervises Service Desk personnel, including staffing, scheduling, onboarding, coaching, performance management, and professional development.
• Ensures incidents, service requests, and inquiries submitted through approved support channels are documented, prioritized, assigned, resolved, or escalated in accordance with established procedures.
• Monitors Service Desk workload, queue health, ticket aging, and service level performance to identify risks and implement corrective actions as needed.
• Utilizes operational metrics and real-time data to proactively identify trends, mitigate SLA risks, and improve Service Desk performance.
• Develops, maintains, and distributes reports, dashboards, and performance metrics related to Service Desk operations and service level attainment.
• Serves as an escalation point for Service Desk staff and coordinates with technical teams to facilitate timely issue resolution.
• Supports the implementation and adoption of IT service management processes, standards, and procedures established by IT leadership.
• Promotes and applies ITIL principles and best practices within Service Desk operations and service delivery activities.
• Coordinates and facilitates Change Advisory Board (CAB), Incident Review, Problem Review, Service Review, and other operational meetings as assigned.
• Reviews customer satisfaction survey results, performs follow-up on service concerns, and identifies opportunities for improvement.
• Collaborates with IT leadership and support teams to implement service improvements and enhance the overall customer experience.
• Ensures Service Desk knowledge articles, documentation, training materials, and procedures remain accurate and current.
• Develops and delivers training related to Service Desk tools, processes, customer service standards, and operational procedures.
• Supports governance activities by ensuring approved workflow, process, and service management changes are communicated and implemented consistently.
• Maintains required certifications and professional knowledge related to IT service management and Service Desk operations.
• Performs other duties and responsibilities as assigned.

Education and Experience

• Bachelor's degree in Information Technology, Business Administration, Healthcare Informatics, or related field preferred.
• Equivalent combination of education and experience may be considered.
• Minimum of five (5) years of progressively responsible experience in IT support, Service Desk operations, or IT service management.
• Minimum of two (2) years of supervisory or leadership experience required.
• Experience managing service level performance, support operations, and customer service teams preferred.

Required Licensures/Certifications/Registrations

• ITIL Foundation certification required within twelve (12) months of hire.
• HDI, CompTIA, Microsoft, or other relevant IT certifications preferred.

Knowledge, Skills and Abilities

• Knowledge of IT Service Management (ITSM) principles and frameworks.
• Understanding of Incident, Request, Problem, Change, Knowledge, and Service Level Management practices.
• Strong leadership, employee development, and team-building skills.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical, organizational, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced healthcare environment.
• Proficiency with ITSM platforms, reporting tools, and performance dashboards.

Interaction with Other Departments and Other Relationships

Employee must be able to successfully handle stressful and high-volume situations involving UMC employees. All interactions with users and coworkers must be professional and consistent with UMC standards and expectations.

Physical Capabilities

Ability to lift equipment not exceeding 50 pounds. Ability to walk to all areas of the hospital and TTUHSC areas and drive to remote locations as required.

Environmental/Working Conditions

Work may be performed in confined areas, construction areas, and location