Help Desk Lead

The University of Iowa Health Care Information Systems has an outstanding opportunity to join our team as a Help Desk Lead. In this role, you will be the direct supervisor for the Health Care IT Help Desk, which supports a large and complex network of IT Services across multiple facilities. The Help Desk team includes 16 professional staff, covering both daytime and overnight operations, as well as 1-2 temporary staff.  

This position is eligible for hybrid work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location. 

Position Responsibilities: 

• Develop and maintain phone, email, and service portal support procedures for all of UI Health Care support areas.
• Direct staff that perform both troubleshooting and documented software installs for users via remote tools.
• Test and validate new procedures for team processes.
• Provide broad support for a variety of complex hardware and software issues.
• Identify and document customer-impacting service outages and coordination of downtime communication internally and externally.
• Track team performance and customer interaction metrics to identify trends and provide monthly analytics to leadership with action plans. 
• Lead Training delivery, create course content, and manage onboarding for new and current staff on the team. 
• Initiate emergency communication.

• Assist with the development and maintenance of service-level documentation. 

• Assist in creating and maintaining user guides and managing knowledgebase content to support end users and HCIS staff. 
• Maintain contact lists for service outages.
• May manage small projects or one or more phases of larger projects
• Assist with the implementation of approved projects, providing project support and services.
• Serve as the functional lead for the Help Desk by monitoring the day to day support of the UI Health Care customers. 
• Provide direction/supervision of the front line Help Desk staff.
• Serve as mentor and subject matter expert for team.
• Lead performance review process and professional development process for team.

• Participate in the planning process for developing operating procedures, guidelines, and policies

• Responsible for hiring process, i.e., evaluating applicants, conducting interviews.

Health Care Information Systems (HCIS): Provides and supports information and communication systems and technology that facilitate quality patient care, progressive medical education, and innovative research.

HCIS services University of Iowa Health Care by providing comprehensive, high-level support for patient care delivery, internal and external communication, technology innovation, medical education, and research. Creating and maintaining a positive, productive, and rewarding environment for information technology and communication staff

Additional Information: 

• Pay Grade: 

• Salary: $68,678 to commensurate – Paygrade 5B

• The University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at

• Percent of Time:  100%25

• Location: 3281 Ridgeway Drive, Coralville, IA

• Staff Type: Professional & Scientific

• Type of Position: Regular

Education Requirements: 

• Bachelor's degree in MIS or Computer Science or an equivalent combination of education and experience.  

Experience Requirements: 

• Experience, typically 4-7 years, in application and/or technology support in managed workstation environment with Windows 10 and Office 365.
• Experience working collaboratively in a team-based environment.
• Ability to communicate effectively, both orally and in writing, with technical and non-technical staff.  
• Experience working with an electronic ticketing system.
• Excellent organizational skills.
• Ability to work independently with a strong focus on customer service.
• Professional experience working effectively with individuals from a variety of backgrounds and perspectives. 

Desired Qualifications: 

• Experience providing IT support in a health care environment.
• Experience providing outage and service change communication to end-users.
• Experience collecting metrics for IT service desk operations. 
• Experience managing the life cycle of technical process documentation.
• Experience recruiting and onboarding new staff. 
• Experience as an administrative manager of technical staff, providing leadership and mentoring.

• Experience planning support needs for new service rollouts.

To be considered, applicants must upload a resume (under submission relevant materials) that clearly addresses how they meet the listed required and desired qualifications of this position. A cover letter is desired as part of the application process. Job openings are posted for a minimum of 7 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.

This position is not eligible for University sponsorship for employment authorization.

For additional questions contact Lilian Kimani - lilian-