Service Desk Manager

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

This position is responsible for the overall design, implementation, and governance of the Incident and Major Management practices. Responsible for designing effective standards, processes, policies, and documenting workflows, procedures, and guidelines. Responsible for coordinating with various technical teams, communicating with stakeholders, and ensuring timely resolution of critical incidents to minimize impact on business operations. Further, this role will also coordinate with technical functional leaders to ensure business continuity and disaster recovery activities are documented, implemented, and tested.

This position is eligible for a hybrid work schedule. Candidates must be in the Dallas/Ft. Worth metroplex or be willing to relocate.

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% 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: Bachelor's Degree in Computer Science, IT, Business, or related field or relevant experience

Required Experience: 5 years proven experience as an Incident and/or Major Incident Manager, Process Owner, or in a similar role within a SaaS or technology-driven environment

Job Duties

• Optimized process design to meet the desired results by establishing the procedures, creating process flow, and determining the metrics to measure the performance
• Works with the ITSM Center of Excellence (COE) to align Incident and Major Incident Management practices with business goals and ITIL best practices and ensure adherence to governance and compliance standards and policies
• Works with IR Organization Change Management and Training Teams to develop and deliver awareness and training to stakeholders
• Defines and identifies key performance indicators (KPIs). Creates and enforces policies and procedures. Measures the effectiveness and performance of the Incident and Major Incident Management practices
• Creates and updates reporting and reporting standards, communicates to various stakeholders and levels of leadership. Holds weekly and/or monthly review meetings with appropriate stakeholders and business units
• Acts as the Single Point of Contact for all Major Incidents across UTSW for the stakeholders
• Collaborates and works with other ITIL/ITSM practices, Process Owners, Service Owners, and Service Managers to ensure resolutions, integrated communications, and best practices
• Maintains high levels of service quality and minimizes the impact of Incidents and Major Incidents on business operations
• Focuses on strategic planning and leads continuous improvement efforts of the Incident and Major Incident Management practices. Reviews existing and proposed plans for recoverability effectiveness and identifies opportunities for improvement
• Provides strategic direction and guidance for the process team
• Coordinates and works as a team with Problem Management Process Owner for Root Cause Analysis (RCA) by conducting a review meeting with relevant stakeholders to identify the triggers for the Major Incidents, what caused them, and how to prevent them from happening in the future
• Educates and trains IT members in practices of technology risk, disaster recovery planning
• 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.