Help Desk Supervisor
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Job Location:
Memphis, TN - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
*** This position is fully on-site. ***
Job Summary
The IT Helpdesk Supervisor oversees the day-to-day operations of the Universitys IT Helpdesk ensuring high-quality technical support and exceptional customer service for all students faculty staff and administrative offices. This role supervises a team of helpdesk technicians manages support processes tracks performance metrics and collaborates with other IT units to maintain a secure reliable and responsive support environment.
Job Responsibilities
Leadership & Team Management
Service Desk Operations
Process & Quality Improvement
Technical & Functional Support
Stakeholder Engagement & Reporting
Compliance & Security
Asset & Resource Management
Minimum Qualifications
- Bachelors degree in Information Technology Computer Science or related field; or equivalent professional experience.
- 35 years of IT support experience including at least 2 years in a supervisory or leadership role.
- Strong knowledge of desktop operating systems (Windows macOS) Microsoft 365 networking basics and endpoint management tools.
- Proven ability to manage helpdesk workflows and ticketing systems (e.g. ServiceNow Zendesk or equivalent).
Desired Qualifications
- ITIL Foundation certification HDI Support Center Manager or equivalent.
- Experience supporting technology in higher education and/or healthcare environments.
- Familiarity with compliance standards such as HIPAA FERPA and NIST.
- Experience managing A/V and classroom technology support.
Physical Requirements:
Work requires the physical demands of frequent walking standing bending lifting stooping or performing other work requiring light up to 30 pounds physical exertion on frequent up to 50% basis; and/or heavy over 50 lbs. physical exertion on intermittent not routine part of job basis.
Environmental Conditions:
Primarily office-based with occasional visits to classrooms labs and administrative offices. May require evening or weekend support during system outages upgrades or start-of-term activities. Some physical effort required to move IT equipment (up to 40 lbs).
Required Experience:
Manager
Key Skills
About Company
Baptist Memorial Hospitals provide compassionate, close-to-home care for patients in the Mid-South. Learn about our medical clinics and health care services.
