IT Service Desk Manager
1 week ago
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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