Job Listing

POSTED: July 3, 2019

Help Desk Manager

Michael Racine | | 508-856-5260
UMass Medical School
Shrewsbury, MA
Full time
Customer Support
Grade 75

Under the general direction of the Associate Chief Information Officer for Customer Service or designee, the Enterprise Support Manager is responsible for all aspects of Information Services Enterprise Support, including all staffing and projects. As a key member of the IT management team, the Enterprise Support Manager will actively participate in the development and implementation of the IT strategic plan and help facilitate the development of a highly functional team through professional development, management and mentoring.

The Enterprise Support Manager is a critical role in UMASS Medical School’s efforts to build a world class Information Technology organization. This position is an outstanding opportunity. We are seeking an innovative and critical thinker who thrives in an environment where their ideas and actions have an immediate and positive impact. You will be joining our Customer Services Team, helping to align efficient and customer focused solutions with cutting edge information services tools. You will work closely with key stakeholders within the medical school and implement the strategic plan to ensure enterprise wide best in class customer service.

•Strong operational and functional knowledge of IT ticketing system •Strong organizational, planning and prioritizing skills •Strong analytical and problem solving skills •Excellent written, oral, and interpersonal skills with a focus on listening and questioning skills •Experience with team building, mentoring, and career path development •Team oriented and skilled in working within a collaborative environment •Ability to prioritize and execute tasks in a high pressure environment •Must be flexible and able to adapt to quickly change priorities •Ability to travel to off-site locations •Demonstrated experience with ServiceNow
Bachelor’s degree in Computer Science, Information Systems Management, or equivalent experience •5 years of experience in an Information Technology, preferably in an Enterprise Support area •3 years of progressive experience in the management of a technical support team
Your life’s work is more than a career. It’s an expression of your intellect, skill and drive – and at the University of Massachusetts Medical School, you’ll find the challenges and opportunities that can turn your next career step into the experience of a lifetime. As an academic health sciences leader, our national reputation for groundbreaking education, research and health care, provides intellectual and professional challenges that can advance your life’s work to new heights. At UMass Medical School, Commonwealth Medicine and MassBiologics, our commitment to excellence, diversity, competitive benefits, and work-life integration will allow you to build a professionally rewarding career as we work together to positively impact the health of people around the globe. Explore your possibilities and advance with us. Take the first step forward with the University of Massachusetts Medical School.