Global Service Desk Administrator
Summary:  
Description:  

Who We Are


Mercy Ships is a global faith-based charity that uses hospital ships to bring life-changing surgeries and transformational medical training to people in some of the most challenging contexts along the African coast. For over 40 years, Mercy Ships has been delivering lasting hope and healing through safe surgical care, while working alongside partners and stakeholders to strengthen local healthcare systems in more than 55 countries. Since the inception of this dream by founders Don and Deyon Stephens in 1978, Mercy Ships has served more than 2.7 million direct beneficiaries without regard for race, gender, or religion.

 

The Opportunity

 

Do you have a heart for the hurting and a desire to invest your talents and experiences into a mission with eternal significance? For every transformative surgery that takes place onboard one of our Mercy Ships, there are dozens of men and women being used of the Lord to prepare the way through their vocational gifts and talents!

 

This is a FULL TIME, ON-SITE opportunity in Lindale, Texas.

 

Mercy Ships is seeking a Global Service Desk Administrator to manage and optimize the organization’s IT service desk operations across multiple locations. This role ensures efficient resolution of user issues, coordination of support activities, and the continuous improvement of service delivery. The Global Service Desk Administrator will maintain a customer-focused approach while collaborating with IT teams to align service desk functions with organizational goals.

 

How You’ll Contribute

 

Service Desk Management

  • Oversee the daily operations of the global service desk to ensure timely issue resolution.
  • Manage ticketing systems, prioritize support requests, and allocate resources effectively.
  • Monitor service desk performance metrics and generate reports to identify trends and areas for improvement.

    User Support

  • Provide first-line and escalated support for IT-related issues, ensuring prompt and professional service.
  • Troubleshoot hardware, software, and network issues, escalating to specialized teams as necessary.
  • Act as a point of contact for complex or high-priority issues.

    Process Optimization

  • Develop and maintain service desk procedures and workflows to enhance efficiency.
  • Ensure adherence to ITIL-based practices and promote best practices across the service desk team.
  • Conduct regular reviews of service desk operations and recommend improvements.

    Training and Documentation

  • Create and maintain user guides, FAQs, and knowledge base articles to enhance self-service capabilities.
  • Train service desk staff on processes, tools, and customer service skills.
  • Provide training and support to end-users on IT tools and platforms.

    Collaboration and Communication

  • Coordinate with IT teams and vendors to address systemic issues and implement solutions.
  • Communicate updates and resolutions to stakeholders and end-users effectively.
  • Facilitate the onboarding of new employees by ensuring they receive appropriate IT resources and training.

    Additional Responsibilities

  • Stay informed about emerging technologies and recommend tools or practices to improve service delivery.
  • Travel up to 25% domestically and internationally to Mercy Ships locations as required.
  • Perform other duties as assigned by the Senior Global IT Manager.

    The Ideal Candidate

  • Excellent communication and interpersonal skills with a customer-centric mindset.
  • Strong problem-solving skills with the ability to manage multiple priorities effectively.
  • Proficiency in IT service management tools and ticketing systems.
  • Knowledge of ITIL processes and best practices.
  • Ability to document and implement service desk processes and procedures.
  • Supportive of Mercy Ships' mission, vision, and core values.
  • Willingness to travel internationally for up to three weeks or more per trip.
  • Compliance with Mercy Ships vaccination and health policies.
  • Understand and apply servant leadership, work collaboratively with integrity and demonstrate accountability

Education & Experience

  • Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • ITIL Foundation certification or equivalent preferred.
  • Minimum 2-3 years of experience in IT service desk administration or a related role.
  • Familiarity with Microsoft 365, Active Directory, and common IT support tools.
  • Experience in a global or multi-site organization is an advantage.
  • Successful completion of Mercy Ships Entry Training within the first year of employment.

Pour your God-given talents into a mission with eternal return on investment -- join the Mercy Ships Crew, today!

This is a paid position. To explore our many Mercy Ships volunteer opportunities, please visit us at: https://www.mercyships.org/get-involved/volunteer/