Manager, Information Resources Service Desk at UT Southwestern Medical Center

Dallas, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jan, 26

Salary

0.0

Posted On

08 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Service Desk Management, Customer Service, Policy Development, Project Coordination, Technical Assessment, Team Supervision, Training, Mentoring, Communication Skills, Continuous Improvement, Service Excellence, Management Skills, Quality Assurance, Problem Solving, Program Development

Industry

Higher Education

Description

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 We are seeking a highly motivated and experienced IT Service Desk Manager to lead our Service Desk operations. This role is responsible for ensuring the delivery of high-quality IT support services, driving continuous improvement, and fostering a culture of service excellence. The IT Service Desk Manager will oversee the Service Desk Supervisor and Quality Assurance Analyst while also playing a critical role in the mentoring, training, and onboarding of Service Desk agents to ensure consistent and professional service delivery. 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%25 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 equivalent or Bachelor's Degree with major coursework in computer science, math, information systems, or other related field Experience 8 years progressively responsible and applicable information technology experience with High School Diploma including 2 years in supervisory or managerial role or 6 years progressively responsible information technology experience with Bachelor's Degree including 2 years in supervisory or managerial role JOB DUTIES Manages Information Resources section, such as Network Services, Software Systems Programming, Computer Training, etc. following university policies and procedures and using effective management, communication, and customer service skills to develop and ensure effective program. Develops, revises, recommends, and interprets policies and procedures for section to ensure all applicable laws and governmental guidelines are followed and that employees are treated in equitable manner. Coordinates various projects and programs for section ensuring all tasks are completed by established deadlines and to ensure that quality customer service is provided for faculty and staff. Assists campus departments in assessing technical requirements that meet needs of their operation. Completes work specific to assigned section using appropriate technologies and communication skills. Supervises group of professional and/or administrative support employees. 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.

Responsibilities

The IT Service Desk Manager is responsible for leading Service Desk operations and ensuring high-quality IT support services. This role includes overseeing staff, driving continuous improvement, and fostering a culture of service excellence.