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

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.