What are the responsibilities and job description for the I.T. Service Desk Manager (Technical Support) - Sarnova - Office Based position at Sarnova HC, LLC?
Overview The I.T. Service Desk Supervisor will lead and mentor Service Desk staff and manage all aspects of the I.T. Service Desk, including associates, software, policies, procedures, and vendors. Sarnova is the leading national specialty distributor of health care products in Emergency Medical Services (EMS) and Respiratory Markets and is the industry leader in Revenue Cycle Management within Emergency Medical Services (EMS). The company operates through several market-leading companies including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management. Office Based Position Responsibilities Summary : The Service Desk Supervisor will provide leadership and mentoring to the Service Desk Staff and will also provide second / third level support to the helpdesk and will assist the Systems Administrator with maintenance as needed. The Service Desk Supervisor will focus primarily on leading the Service Desk, implementing IT process improvements and projects, but also assisting with ticket resolution and overflow calls to the IT phone line as needed. Manages all aspects of the IT Service Desk, including associates, software, policies, procedures, and vendors. Essential Duties and Responsibilities : Management : Manage, mentor and support the IT Service Desk associates Reporting : Report on IT Service Desk activities and metrics as requested by leadership Creating : Create and implement policies and procedures, as well as development and training plans Analyzing : Analyze IT Service Desk activities and identify opportunities for improvements Writing : Write yearly reviews, development plans, as well as incident summaries as required Reviewing : Review performance of associates and procedures Maintaining a working knowledge of new trends and opportunities in IT Service Delivery Skills / Experience Required : 5 years of IT support operations experience in a troubleshooting or support role 1 year of informal supervisory experience in a team lead or equivalent role Completed ITIL Foundations training or equivalent, certification preferred Advanced understanding of end user devices and general understanding of networking Ability to generate reports and present data to senior leadership Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO / M / F / Veterans / Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.Summary : The Service Desk Supervisor will provide leadership and mentoring to the Service Desk Staff and will also provide second / third level support to the helpdesk and will assist the Systems Administrator with maintenance as needed. The Service Desk Supervisor will focus primarily on leading the Service Desk, implementing IT process improvements and projects, but also assisting with ticket resolution and overflow calls to the IT phone line as needed. Manages all aspects of the IT Service Desk, including associates, software, policies, procedures, and vendors. Essential Duties and Responsibilities : Management : Manage, mentor and support the IT Service Desk associates Reporting : Report on IT Service Desk activities and metrics as requested by leadership Creating : Create and implement policies and procedures, as well as development and training plans Analyzing : Analyze IT Service Desk activities and identify opportunities for improvements Writing : Write yearly reviews, development plans, as well as incident summaries as required Reviewing : Review performance of associates and procedures Maintaining a working knowledge of new trends and opportunities in IT Service Delivery Skills / Experience Required : 5 years of IT support operations experience in a troubleshooting or support role 1 year of informal supervisory experience in a team lead or equivalent role Completed ITIL Foundations training or equivalent, certification preferred Advanced understanding of end user devices and general understanding of networking Ability to generate reports and present data to senior leadership Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO / M / F / Veterans / Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.
