Supervisor Service Desk

Providessupport for moderate to the most complex incidents and requests reported to the service desk. Responsibilities include completion of a detailed assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. Leads root cause analysis on incidents. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources fromother departments, teamsand vendors, as necessary.This position is also responsible for mentoring and training service desk analysts and sr. service desk analysts, implementing approved service desk improvements, and acting as a back-upfor any service desk position.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Serves as the Supervisor of the IT Service Desk supervising and supporting the work activities of technical personnel.
• Coordinates consistent support of technical services and implementation activity within the organization.
• Demonstrates subject matter knowledge across technical, clinical applications and hardware.
• Stays abreast of latest software developments to ensure service levels proactively meet or exceed company requirements and service level agreements.
• Assists in resolving highly complex issues regarding system outages and escalations.
• Assists in implementing strategies for training and identifying tools for improved support of end user devices.
• Champions standardization, utilization, optimization, and use of ITIL best practices.
• Participates in resource planning and allocates resources to meet goals and SLAs for the Service Desk team, IT goals and business priorities.
• Participates in personnel management, performance reviews, and competency development.
• Builds relationships with key partners throughout the company by meeting with facility-level leadership teams, as needed, to support strategy, services, and coordinate implementation activities.
• Available to the Service Desk team after hours for escalation, outages and technical assistance.
• Supervisor is responsible for Quality Checks for each staff member under their supervision (calls and ticketing system).

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

Education Requirements: Associate's degree required.

Experience Requirements:

• 1-3 years of progressive leadership experience required.
• 3 or more years of Service Desk Support experience required.

License/Certification/Registration Requirements:

• HDI Support Center Team Lead (HDI-SCTL) required within 12 months of hire.
• ITIL Foundation certification required within 12 months of hire.

Knowledge/Skills/Abilities Required:

• Experience with direct customer interaction
• Experience facilitating diverse groups of people ina problem-solving environment
• Experience conferring with technical and functional experts at all levels of the enterprise ina problem-solving environment
• Possesses broadest knowledge oforganization-specific applications, technology and terminology
• Demonstratesability to work without supervision
• Extensive analytical skillsand ability to solve problems
• Demonstratesrelationship management skills
• Ability to succinctly communicate verbally and in a variety of media
• Competency in MS Office Suite, call center tracking tools
• Demonstratesproficiency in use of call center tracking toolssuch as ServiceNow
• Strong understanding ofcompany security-related procedures
• Prior experience supporting application software with customers
• Customer service training
• Software support strategy development and implementation
• Root cause and trend analysis experience
• Competency in call management tools