About this role
Job Requirements Under general supervision of the Service Desk Manager, responsible for effective overall training of Service Desk staff. This position has regular interactions with the Service Desk Specialists, and will lead the onboarding of new team members. This position helps develop their skills, knowledge, and customer service standards that are used to provide a high level of customer satisfaction with IT Support and promote efficiency. Handles the most complicated service request questions and/or helps facilitate difficult customer service issues. This position may require shift work, augmented schedule as assigned, and may participate in the on-call rotation. The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified. 1. Mentors and coaches the Service Desk team to meet or exceed customer expectations for IT service. Coaches help desk specialists and provides training recommendations to Manager. Provides guidance and direction for difficult problems, situations, and customers. Assists with prioritizing work assignments. 2. Makes recommendations to improve technical and procedural support processes. Helps identify gaps in learning and schedules training with staff to address those gaps. 3. Ensures that major incidents and problems are escalated and that communication to end-users regarding planned and unplanned outages are sent appropriately. 4. Responsible for Service Desk Knowledge Base. Reviews published articles for relevance, and updates them as necessary. Reports deficiencies in the documentation and recommends standards and guidelines. 6. Provides performance recommendations for Help Desk Specialists that will be used in Service Desk Specialist performance reviews.
Work Experience Education and Experience 1. Bachelor’s Degree or equivalent education and experience in computer science, information systems, business management, education or a related field is required. Additional certifications may be required. 2. Five years of progressively responsible experience in a Helpdesk environment encompassing ITIL processes and procedures in an Enterprise organization, including 1 year as a Team Lead or similar lead role in an enterprise level Service Desk environment with at least 10 members and multiple shifts, preferably in a distributed model. Knowledge, Skills and Abilities 1. Demonstrated knowledge of support techniques, problem solving skills and IT support models, and a proven track record in service delivery. 2. Experience in use of an ITSM system such as Cherwell, Service Now, Remedy or other enterprise-level tool. 3. Possess excellent customer service skills and the ability to communicate and work with stakeholders at all levels within the organization to implement new programs, products and services. 4. Broad technical experience to include knowledge of vertical market software, Microsoft Windows and Office, desktops, laptops, printers, mobile devices and networking in an Active Directory and Exchange environment. 5. Ability to independently resolve complex problems using current job knowledge, research and internal and external resources. 6. Ability to adapt in a fast-paced environment, as well as work under pressure to meet deadlines. 7. Ability to maintain professional growth and business affiliations to keep abreast of new technology. 8. Demonstrates effectiveness in coaching, supporting, evaluating, training, inspiring and motivating staff. 9. Ability to understand and adhere to systems security and control procedures in accordance with all departmental and vendor standards and regulatory bodies.
Benefits All your information will be kept confidential according to EEO guidelines. Compensation:
• Pay Range: $35.08 - $52.64 • Other Compensation (if applicable): • Review the 2025-2026 UMMS Benefits Guide