IT Service Desk Manager

1 week ago


Columbia, Maryland, United States University of Maryland Medical System Full time
Job Description

As the IT Service Desk Manager at the University of Maryland Medical System, you will be responsible for leading a team of analysts in providing Tier 2 support for business applications. Your primary goal will be to ensure that the Service Desk operates efficiently and effectively, providing a single point of contact for end-users to report incidents and request IT services.

Key Responsibilities:

  • Develop and coordinate the implementation of effective customer and service desk support strategies.
  • Participate in the development and execution of Service Level Targets.
  • Recommend and implement new best-practice processes to ensure better service for IT users, executives, and project staff.
  • Build and maintain a strong team culture of inclusion and recognition of positive achievements.
  • Meet with end-user community to provide updates, address IT support concerns, and find solutions to issues.
  • Provide oversight or collaboration of Major System Incidents and participate in the follow-on Risk, Problem, and Change Management processes.
  • Maintain close alignment and coordination with peers to provide world-class support across multiple disciplines.
  • Use the UMMS ITSM tool to identify trend issues, analyze issues of concern, and recurring trends, and identifying and implementing solutions where applicable.
  • Determine staffing requirements and supervise, build, and maintain a high-performance team that assures adequate and highly effective staffing.

Requirements:

  • Bachelor's Degree in Information Technology or Computer Science, or equivalent education, experience, and certifications.
  • Five years of full-range ITSM support experience, to include three years of experience leading and/or supervising employees in a full-range ITSM company or department.
  • ITIL v3 or v4 training, or ability to complete training within 6 months of employment. Certification preferred.

Working Conditions:

  • Weekend, shift work, holiday, on-call, and may be required to work beyond normal duty hours to complete projects, meet deadlines, or respond to emergencies.
  • Work is performed in various environments within UMMS, including standard office environments, Data Center/closets environments, or Healthcare environments.
  • Periodic traveling out of town with overnight stays to obtain required training, education, or certification may be required.


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