Job Description Summary
The IT Service Desk Supervisor (SDS) is tasked with delivering standardized daily operations of a team providing remote desktop and over-the-phone support to the health system. This individual must be able to develop, implement, maintain/support help desk activities and provide expertise on defined service delivery reporting statistics. The SDS will coordinate daily help desk activities including scheduling (24/7 coverage, PTO, etc.), operational huddles, and provide direction to Service Desk colleagues on ticket resolution, problem escalation, and management, as well as project-related activities. This individual will work with Leads and Analysts to identify trends in issue reporting and develop recommendations for preventative solutions to mitigate chronic or ongoing issues. The SDS will keep the IT Support Services Manager informed of any daily issues or escalations and collaborate on staff scheduling related issues.
Job Responsibilities:
1. Staff Scheduling
2. Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
3. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete.
4. Receives, prioritizes, responds to incoming service requests, calls, and/or emails regarding any I.T. related incidents or problems according to customer service standards and SLAs.
5. Acts as escalation point for remote support of mobile device and application support issues.
6. Analyzes and resolves chronic incidents and recurring requests regarding application software or hardware, and develops recommendations to mitigate top chronic issues reported to the service desk.
7. Works with Manager to design and determine department workflow and project assignments.
8. Accurately documents and maintains issue/problem resolution, root cause information, and knowledge base/support articles.
9. Monitors all department tickets and tasks and provides service direction or escalation as necessary.
10. Provides support for escalated service desk tickets following established protocols.
11. Develops and implements enhancements to service desk ticketing software system.
12. Provides stats for the daily Service Desk huddle and service management reviews.
13. Publishes support documentation to assist staff with requests for information & provides staff training, if required.
14. Adheres to departmental policies for reporting and managing requests and change control.
15. Keeps abreast of existing and developing support standards through evaluation of various service tools and models.
16. Maintains strong collaboration and partnership with key interdepartmental leaders.
17. Provides technical support, including troubleshooting via phone, administering software repairs, and opening tickets with third party OEMs.
18. Develops and/or provides documentation on applicable processes and procedures to junior staff.
19. Updates or produces technical training materials and training protocols, and delivers ad hoc training to team members.
20. Analyzes business process needs and technical requirements for new projects, from assessment through delivery, including system migrations, implementations, and enterprise wide initiatives.
Participates in continued learning and possesses a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization. Embraces technological advances that allow for effective and efficient communication based on the role.
Knowledge, Skills & Abilities:
* Strong communication skills, including the ability to build relationships and effectively communicate with project teams and key clinical stakeholders, including business services, nurses, and physicians.
* Flexible team player with strong project management and organizational skills, with the ability to establish and achieve goals and maintain timelines.
* Strong knowledge in Windows desktop operating systems, virtual desktop infrastructure (VDI), and Microsoft Office tools, including Word, Excel, PowerPoint, Access, Project, and Visio.
* Personal transportation for local travel between SSHS sites.
* Willingness to participate in varying schedules as assigned.
* Willingness to participate in emergency and on-call coverage as assigned.
* On-call requirement involving 24/7 coverage on a rotating schedule.
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