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Responsible for the leadership, performance, and continuous improvement of the IT Service Desk at UMC Health System. Oversees daily Service Desk operations and staff to ensure timely and effective support for users through the ITSM portal, phone, email, and other approved support channels. Monitors service level performance, supports implementation of IT service management processes, promotes ITIL best practices, and collaborates with IT leadership and support teams to improve service quality, operational efficiency, and customer satisfaction.
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 locations throughout the hospital. Travel to affiliated clinics and remote locations may be required. The position may require participation in an on-call rotation and after-hours work in response to emergencies or operational needs.
Direct Reports
IT Service Desk personnel as assigned.
UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
*Request for accommodations in the hire process should be directed to UMC Human Resources.*
