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.
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.
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.