Service Desk Manager

Why Ut Southwestern

With over 75 years of excellence in Dallas-Fort Worth Texas UT Southwestern is committed to excellence innovation teamwork and compassion. As a world-renowned medical and research center we strive to provide the best possible care resources and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare PTO and paid holidays on-site childcare wage merit increases and so much more. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork professionalism and a rewarding career!

Job Summary

The Information Resources (IR) Service Desk Supervisor will be responsible for leading a team of service desk agents managing day-to-day operations and ensuring that all IT support requests are handled promptly and effectively. This role will also involve collaborating with other departments to maintain and improve IT service delivery. This role ensures that customers receive timely and effective technical support and customer experience leadership and expertise to the Service Desk technicians. Monitors service desk analytics and reporting and manages a team of 10+ Representatives manages day-to-day activities of the Information Resources Service Desk monitors call volumes functions as escalation point for analysts develops knowledge articles for knowledge base manages timecards provides coaching and functions as escalation point for customers.

Benefits

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing and include: PPO medical plan available day one at no cost for full-time employee-only coverage 100 coverage for preventive healthcare-no copay Paid Time Off available day one Retirement Programs through the Teacher Retirement System of Texas (TRS) Paid Parental Leave Benefit Wellness programs Tuition Reimbursement Public Service Loan Forgiveness (PSLF) Qualified Employer Learn more about these and other UTSW employee benefits!

Experience And Education

Required Education: High School Diploma or GED equivalent. Experience: 9 years in computer environment including at least six (6) years experience providing technical computer support to customers.

Job Duties

Performs and supervises routine and complex preventive maintenance testing and repair with respect to computer hardware and software problems networking audiovisual and/or telecommunications. Provides direct supervision to technical support specialists computer trainers and help desk representatives trains new employees handles day-to-day and complex questions from direct reports. Resolves complex systems or computer related problems including coordination between users and components of local area network. Installs software audiovisual personal computers printers and other peripherals as directed or requested by users. Prepares recommendations for modifications or additions to personal computer systems hardware components and software applications researches costs market options and trends available to meet user needs keeps abreast of new and modifies hardware and software. Troubleshoots routine and complex technical problems and supports university Help Desk as required. Functions as liaison between Information Resources and designated departments for ongoing and special projects including ensuring users are adequately supported developing documentation recommending improvements implementing new releases and features and attending committee meetings. Evaluates and resolves system configuration and ensures effective use of hardware resources. Creates maintains and submits various reports such as equipment failure reports repair records and data sheets relative to each user request need. Designs web page text and visual content navigational links and page layout consults with users to determine web needs and recommends solutions. Writes code using HTML Dynamic HTML Java JavaScript Visual Basic Perl or Common Gateway Interface (CGI). Performs other duties as assigned.

Security And EEO Statement

Security: This position is security-sensitive and subject to Texas Education Code 51.215 which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research work on or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position. EEO: UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer UT Southwestern prohibits unlawful discrimination including discrimination on the basis of race color religion national origin sex sexual orientation gender identity gender expression age disability genetic information citizenship status or veteran status.