IT Service Desk Supervisor

GENERAL SUMMARY:

Responsible for all operational activities assigned to the IT Service Desk. Ensures the timely resolution of Bryan Health IT issues. Coordinates, schedules and supervises the activities of Computer Support Specialists and Analysts. Serves as liaison between clients, service desk staff and departmental management, assists in the development and monitoring of quality improvement plans for increasing targets for response time and problem resolution and creates and maintains the IT Service Desk training manual. Assists in managing the Service Desk support structure ensuring that the Service Desk team follows established processes and procedures. Assists the IT Technical Manager in the hiring and management of Service Desk staff.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Initiates and leads departmental programs to promote and deliver exceptional customer service.

3. *Schedules, trains, evaluates and coordinates a staff of highly skilled information systems professionals; plans and manages the scope and attainment of training and educational programs for IT Service Desk personnel.

4. *Acts as Service Desk agent as needed during high volume periods or inability to fill a shift due to unplanned absences.

5. Ensures successful onboarding on all new team members.

6. *Creates and maintains a work environment conducive to productive output, successful staff advancement and rewarding work experience; communicates with all staff levels to provide understanding and ownership of departmental goals and objectives.

7. *Coordinates all activities associated with the IT Service Desk including computer operations, data control, data entry, report distribution and operations support.

8. *Supports system administrator duties for the IT Service Desk software including software maintenance (upgrades, access rights), employee/client database updates, diagnosis and analysis of help desk problems and contact with vendor as needed.

9. *Serves as the departmental expert resource for IT Service Desk processes, activities and service.

10. *Ensures the standards of operations of the IT Service Desk are in compliance with regulatory agencies including Joint Commission, state and federal protocols and regulations.

11. *Develops and administers an effective customer service program which includes provisions to accept, record, prioritize, assign, track, resolve and report on customer service problems and issues.

12. Develops and monitors quality initiatives for IT Service Desk staff with increasing targets for response time and problem resolution.

13. Identifies recurring problems and makes recommendations to reduce repetitive customer issues.

14. Participates and provides input to IT teams regarding computer-related standards, problem resolution processes and documentation protocols.

15. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

16. Participates in meetings, committees and department projects as assigned.

17. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*").

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Strong knowledge of computer hardware equipment and software applications relevant to work functions.

2. Strong knowledge of computer security procedures including Joint Commission and HIPAA guidelines for privacy and security.

3. Strong knowledge of information systems technology and help desk functions, methods and processes.

4. Knowledge of customer service philosophies pertaining to the role of information management.

5. Knowledge of quality improvement, budgetary and financial methods and practices.

6. Intermediate to advanced skill in the operation of personal computers and peripheral equipment in a network environment.

7. Skill in conducting advanced problem analysis and troubleshooting.

8. Ability to perform problem analyses and identify needs and priorities.

9. Ability to lead teams toward a mutual goal and service level.

10. Ability to schedule, train and evaluate employee work and performance.

11. Ability to balance and prioritize work demands within a fast-paced and changing technological environment.

12. Ability to effectively interact with clients having a broad range of computer knowledge and ability.

13. Ability to communicate effectively both verbally and in writing.

14. Ability to perform crucial conversations with desired outcomes.

15. Ability to establish and maintain effective working relationships with all levels of personnel and medical staff.

16. Ability to problem solve and engage independent critical thinking skills.

17. Ability to maintain confidentiality relevant to sensitive information.

18. Ability to prioritize work demands and work with minimal supervision.

19. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

Associate's Degree in computer science, business or related technical field of study preferred. Minimum of five (5) years' experience in help desk and/or data center activities required. Prior supervisory or management experience required. Current ServiceNow & ITIL Foundations certifications and experience preferred.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT)-Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.