Help Desk Training Jobs (NOW HIRING)

Job Summary:
Moffitt Cancer Center is a National Cancer Institute-designated Comprehensive Cancer Center based in Florida, seeking a Help Desk Supervisor to oversee client support and operational activities of the Help Desk/Service Desk. The role involves providing first-level support, managing team performance, and ensuring timely resolution of technical issues related to IT systems and services.
Responsibilities:
• Oversee and coordinate the IT Service Desk (Tier 1), Enterprise Tier 2 and the Identity and Access Management (IAM) team’s day-to-day client support activities, ensuring timely and accurate resolution of client problems and concerns with respect to computer hardware and software, and new and updated access requests.
• Provide first level support and supervision for the IT Help Desk staff, Tier II Support and IAM members.
• Provide first level support for the IAM team to ensure submitted incidents pertaining to new and updated access requests are processed in a timely manner.
• Serve as the principal point of expertise for the department on all technical issues associated with IT systems, hardware, applications, systems administration and identity administration.
• Act as ITSM Administrator for the IT Customer Service division.
• Manage the Emergency Notification System oversight and management.
• Participate in procedural workflow management, enhancement, and inclusion of automated workflow with other IT support groups.
• Serve as liaison with Business Relationship Management team for continual process improvement.
• Monitor performance standards, quality controls and progress of projects.
• Assist the Manager IT Customer Service in establishing, recommending, and participation in the drafting of Information Technology and Customer Services policies and procedures to enhance operations within the organization.
• Provide daily/weekly/monthly metrics to Leadership as it pertains to team performance to ensure KPI’s are achieved, and client expectations are exceeded.
• Create and maintain departmental operation manuals, training plans and handbooks.
• Participate in interviewing and training all new personnel, as well as make recommendations for performance improvement, performance evaluation, enhanced training, and dismissal.
• Review weekly time reports for accuracy and ensure time-sheets are completed and submitted before due dates.
• Recommend, implement, and administer methods and procedures to enhance operations regarding process improvement, increased efficiency and productivity, and cost reductions.
• Act in concert with other Information Technology personnel to ensure that operational procedures and workflow are maintained.
• Attend daily Morning Stand-Up meetings with Manager IT Customer Service and conduct daily meetings with the Tier II team.
• Conduct weekly IAM team meetings to review current status of ticket queue and approaching onboarding requirements of new Moffitt staff members.
Qualifications:
Required:
• Bachelors Degree and 5 years of experience in a technology managed Help Desk/Service Desk environment.
• Or, an Associates degree may be considered with a minimum of seven (7) years in a technology managed Help Desk/Service Desk environment is required; inclusive of the other two requirements.
• Or, a High School Diploma/GED may be considered with a minimum of nine (9) years in a technology managed Help Desk/Service Desk environment is required; inclusive of the other two requirements.
• Minimum of three years experience in a Supervisory or Manager Help/Service Desk role.
• Minimum of three years experience with enterprise management systems and support including full application life cycle support.
Preferred:
• Certification of PC based hardware, installation and troubleshooting a plus.
• HDI Certification ideal.
• ITIL Foundation Certification or relevant equivalent commensurate experience preferred.
Company:
Moffitt Cancer Center are contribute to the prevention and cure of cancer. Founded in 1984, the company is headquartered in Tampa, USA, with a team of 10001+ employees. The company is currently Late Stage.