Help Desk & Support Applications - Manager _ Division of Information Systems
Core
Manages daily operations of the IT Help Desk to identify, prioritize, research, resolve, and follow up on user issues and service requests.
Role type
Manager, IT Help Desk & Support Applications
Builds
Service management solutions, help desk software configurations, and service delivery processes
Domain
Healthcare IT / Information Technology Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
IT Help Desk management, Service Desk supervision, Technical Support team leadership, ITSM software configuration, Database integration, Service monitoring software management, Staff supervision and development, Budget planning, ITSM technology evaluation
Preferred skills
Knowledge of current technological trends in IT service management, Analytical skills, Organizational skills, Problem resolution skills, Verbal and written communication skills, Interpersonal skills
Technologies
Ticketing software, Help desk software, Databases, Information technology equipment monitoring software
Responsibilities
Collaborate with IT management to configure ticketing software and integrate databases/monitoring software; Manage and direct help desk services software usage; Plan, prioritize, and schedule help desk activities; Lead, direct, evaluate, and develop help desk staff; Provide application support for help desk software and direct transition planning for new applications; Evaluate emerging ITSM technologies and recommend deployments; Assemble annual capital and operating budget requests.
Seniority
Manager, hands-on leadership