Supervisor I.T. Helpdesk

8 - 10 years experience  • 

Salary depends on experience
Posted on 03/21/18
8 - 10 years experience
Salary depends on experience
Posted on 03/21/18

JOB SUMMARY

The I.T. Supervisor Helpdesk will support the four Engines of Success that include: Internal (to increase level of service performed by employee) – Customer Service (to increase patient, physician, and customer satisfaction) – People (to increase employee satisfaction and lower employee turnover) – Financial (to increase net revenue and to reduce costs).

ESSENTIAL DUTIES AND RESPONSIBILITIES – Other duties may be assigned.

  • Supervisor, Helpdesk

    • Supervises the day to day operations of the helpdesk call center.

    • Responsible for team supporting the departmental ticketing system for all incoming incidents and service requests.

    • Creates process and procedures to support IT services requests.

    • Responsible for problem management process within the IT department.

    • Continually advances the tier 1 support structure by working with departmental management on recurring issues.

  • Department Standards

    • Management activities of direct reports inclusive but not limited to; performance appraisals, assisting with professional growth and coaching, daily operational activities to support business operations, and disciplinary actions.

    • Prepare detailed presentations of systems and applications designs, pricing, and analysis for day to day operations as well as projects and expansion.

    • Participates in ongoing support and maintenance of existing systems and applications. Perform after-hours maintenance as required.

    • Creates and maintain detailed project plans, scope of work, and technical documentation in regards to enterprise systems and applications.

    • Provide research, assessment, and implementation of new technologies, hardware, and software to advance the applications and services rendered by the organization.

    • Develop and recommend strategies for growth, security and functional enhancements.

    • Work with various IT groups for corrective action and compliance to security standards.

    • Participates in design and strategy meetings for assigned projects for the enterprise and provide timely project updates to customers and management.

    • Recommend and draft procedures and guidelines for areas of responsibility.

    • Mentor and coach peers and other department on operations processes and technologies as needed. Performs employee evaluations.

    • Serves as the first line of escalation for all identified issues within assigned area.

    • Work closely with management team to ensure appropriate coverage and documentation for go-lives and other projects.

    • Reviews documentation on a routine basis to ensure accuracy. Reviews and approves recommended documentation changes.

    • Monitors ticket queues to ensure efficiency, issue resolution, and end user satisfaction.

    • Participate in Disaster Recovery planning, implementation, and testing.  

EDUCATION, EXPERIENCE AND QUALIFICATIONS

  • Minimum of an Associate's Degree in Business, Information Technology, or related field.

  • Minimum of 8 years of field experience required.

  • Experience in a healthcare environment is desired.

  • ITIL knowledge or Certification preferred.

  • Experience in a call center environment.

  • Experience with ServiceNow Platform.

  • Excellent verbal and written communication skills are required.

  • Ability to solve complex problems in a timely manner.

  • Accurate with good attention to detail.

  • Ability to work under own initiative / self-motivated.

  • Experience working in a large cross-functional team environment.

  • Supervisory skills – Demonstrated ability to lead people and produce results through others.

  • Experience with information technology optimization.

  • Must have a working knowledge of the industry. This includes but is not limed to configuration management principles and practices, software development lifecycle, and network/application security practices.

  • Previous supervisory experience is required.

  • Experience improving end user satisfaction while upholding departmental policies and procedures.

  • Ability to triage issues and prioritize work for the team.

  • Ability to identify tools and technologies that would elevate the end user experience.

  • Must have the ability to travel between locations.

  • Proficient in the Microsoft Office Suite (Word, Excel, PowerPoint, OneNote, Outlook, Visio).

  • Certifications: None required.

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