Manager, IT Help Desk

USA Health is seeking an IT Help Desk Manager to lead on-site support operations in Mobile, AL. This role oversees the IT Help Desk team and help desk processes, with a focus on timely, accurate end user support and first call resolution, while aligning service delivery to ITIL standards and required safety practices.

Key Responsibilities

• Integrate directly with the IT Help Desk team by taking calls, supervising call handling, and supporting team members.
• Maintain timely and accurate customer service across all interactions, with an emphasis on first call resolution.
• Recruit and train new IT Help Desk team members.
• Set, communicate, and uphold customer service standards.
• Improve end user support by responding to queries and handling complaints.
• Establish and document best practices across the technical support process and ensure training for relevant personnel.
• Ensure Help Desk documentation is clear, concise, current, and published to the Help Desk Knowledge Base on Sharepoint or another designated application.
• Follow up with end users to confirm issue resolution and identify opportunities for improvement.
• Develop daily, weekly, and monthly help desk productivity reports and provide customer feedback to the appropriate IT teams.
• Conduct quality assurance reviews using Help Desk team member call recordings.
• Manage the ITSM platform for the IT department and ensure alignment with ITIL standards.
• Manage applications related to communicating system issues and status.
• Manage applications related to identity management.
• Complete all mandatory department, educational, and hospital requirements.
• Adhere to current Infection Control and Safety Standards.
• Maintain regular and prompt attendance, and be able to work the defined schedule with overtime as required.
• Perform related duties as assigned.

Required Qualifications

• Bachelor's Degree in information technology, healthcare administration, computer science, or a related field from an accredited institution, plus 3 years of IT experience, including 1 year in a supervisory capacity.
• Related IT experience may substitute for the required education on a year-for-year basis.
• Comparable combinations of education and experience may also substitute for the listed requirements.

Preferred Qualifications

• Information Technology Infrastructure Library (ITIL) certification.

Technologies

• Sharepoint
• ITSM platform
• ITIL
• Help Desk Knowledge Base

Location and Schedule

Mobile, AL (onsite). The role requires regular and prompt attendance, with the ability to work the schedule as defined and overtime as required.

Benefits Eligibility

Employees must be in a regular position working 20 hours or more per week (0.50 FTE or greater) to qualify for benefits.