Manger, Information Services (Service Desk)
- Requisition #: 172247
- Location: Houston, TX
- Posted Date: 1/7/2025
The primary purpose of the Service Desk Manager position is to provide direction and operational support for the institutional technology service desk.
Service Desk Supervision
Provide daily and long-term resource and operational management of members of the Service Desk team. Manage priorities, deadlines, and time critical situations. Design, implement, and coordinate 24x7x365 coverage based on demand. Design, implement and monitor procedures related to measuring workload and performance. Manage escalations.
***This position requires being on call***
Enhance service design and transition to operations.
Provide guidance to enhance service design, analyze expected performance data, and assist with the development of the enhanced service performance metrics and transition to operations.
Provide excellent service desk experience to customers.
Serve as a representative of UT MDACC and Information Services, displaying courtesy, tact, consideration, and careful judgment in all interactions with other members of the UT MDACC community and with the public. Work with other IT directors, managers and staff to responsively develop and enhance the service desk processes and procedures to better meet identified needs. Assist physicians, patients, faculty, students, guests and staff in utilizing existing service desk system. Affect the development and modification of other infrastructure systems by blending close working relationships with the end-users a comprehensive understanding of technology. Assist with the development and improvement of policies and procedures to help customers better understand the services offered and how to use these services
Self-education/technology assessment
Maintain skills as technology and best practices evolve, review literature including trade press, contact vendors to obtain detailed information and/or presentations, review experiences of users with similar or related applications.
Other duties as assigned
Education Required: Bachelor's degree.
Preferred Education: Master's Level Degree
Experience Required: Seven years of experience in information technology services, to include two years supervisory/management experience. May substitute required education degree with additional years of equivalent experience on a one to one basis.
Successful completion of the LEADing Self Accelerate and/or LEADing Self Discover programs may substitute for one year of required supervisory or management experience. Completion of both programs can be substituted for a maximum of two years of supervisory or management experience.
Preferred Certification: Information Technology Infrastructure Library (ITIL) v.4 Foundations.
Must pass pre-employment skills test as required and administered by Human Resources.
This position requires being on call
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
Additional Information
#LI-Hybrid
Service Desk Supervision
Provide daily and long-term resource and operational management of members of the Service Desk team. Manage priorities, deadlines, and time critical situations. Design, implement, and coordinate 24x7x365 coverage based on demand. Design, implement and monitor procedures related to measuring workload and performance. Manage escalations.
***This position requires being on call***
Enhance service design and transition to operations.
Provide guidance to enhance service design, analyze expected performance data, and assist with the development of the enhanced service performance metrics and transition to operations.
Provide excellent service desk experience to customers.
Serve as a representative of UT MDACC and Information Services, displaying courtesy, tact, consideration, and careful judgment in all interactions with other members of the UT MDACC community and with the public. Work with other IT directors, managers and staff to responsively develop and enhance the service desk processes and procedures to better meet identified needs. Assist physicians, patients, faculty, students, guests and staff in utilizing existing service desk system. Affect the development and modification of other infrastructure systems by blending close working relationships with the end-users a comprehensive understanding of technology. Assist with the development and improvement of policies and procedures to help customers better understand the services offered and how to use these services
Self-education/technology assessment
Maintain skills as technology and best practices evolve, review literature including trade press, contact vendors to obtain detailed information and/or presentations, review experiences of users with similar or related applications.
Other duties as assigned
Education Required: Bachelor's degree.
Preferred Education: Master's Level Degree
Experience Required: Seven years of experience in information technology services, to include two years supervisory/management experience. May substitute required education degree with additional years of equivalent experience on a one to one basis.
Successful completion of the LEADing Self Accelerate and/or LEADing Self Discover programs may substitute for one year of required supervisory or management experience. Completion of both programs can be substituted for a maximum of two years of supervisory or management experience.
Preferred Certification: Information Technology Infrastructure Library (ITIL) v.4 Foundations.
Must pass pre-employment skills test as required and administered by Human Resources.
This position requires being on call
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
Additional Information
- Requisition ID: 172247
- Employment Status: Full-Time
- Employee Status: Regular
- Work Week: Days
- Minimum Salary: US Dollar (USD) 125,500
- Midpoint Salary: US Dollar (USD) 157,000
- Maximum Salary : US Dollar (USD) 188,500
- FLSA: exempt and not eligible for overtime pay
- Fund Type: Hard
- Work Location: Hybrid Onsite/Remote
- Pivotal Position: No
- Referral Bonus Available?: No
- Relocation Assistance Available?: No
- Science Jobs: No
#LI-Hybrid
