What are the responsibilities and job description for the IT Service Desk Supervisor position at South Shore Health System?
Job Description Summary
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The IT Service Desk Supervisor (SDS) is responsible for delivering standardized daily operations of a team tasked with providing remote desktop support and over-the-phone support to the health system. This individual must develop, implement, maintain, and support help desk activities while providing 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 providing direction to other Service Desk colleagues on ticket resolution, problem escalation, and management, as well as project-related activities. The SDS will work with their Leads and Analysts to identify trends in issue reporting and develop recommendations for preventative solutions to mitigate chronic or ongoing issues. They will keep the IT Support Services Manager informed of any daily issues or escalations and collaborate on staff scheduling issues.
Job Responsibilities :
- Staff Scheduling
- Ensure the end-to-end customer experience and provide a single point-of-contact for the customer.
- Follow up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete.
- Receive, prioritize, and respond to incoming service requests, calls, and / or emails regarding any and all IT-related incidents or problems according to customer service standards and SLAs.
- Act as an escalation point for remote support of mobile device and application support issues.
- Analyze and resolve chronic incidents and recurring requests regarding the use of application software or hardware, and develop recommendations to mitigate top chronic issues reported to the service desk.
- Work with the Manager to design and determine department workflow and project assignments.
- Accurately document and maintain issue / problem resolution, root cause information, and knowledge base / support articles.
- Monitor all department tickets and tasks and provide service direction or escalation as necessary.
- Provide support for escalated service desk tickets following established protocols.
- Develop and implement enhancements to the service desk ticketing software system.
- Provide stats for the daily Service Desk huddle and service management reviews.
- Publish support documentation to assist staff with requests for information and provide staff training, if required.
- Adhere to departmental policies for reporting and managing requests and change control.
- Keep abreast of existing and developing support standards through evaluation of various service tools and models.
- Maintain strong collaboration and partnership with key interdepartmental leaders.
- Provide technical support, including troubleshooting via phone, administering software repairs, and opening tickets with third-party OEMs.
- Develop and / or provide documentation on applicable processes and procedures to junior staff.
- Update or produce technical training materials and training protocols, and deliver ad hoc training to team members.
- Analyze business process needs and technical requirements for new projects, from assessment through delivery, including system migrations, implementations, and enterprise-wide initiatives.
Participate in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization. Embrace technological advances that allow effective and efficient communication of information based on role.
Knowledge, Skills & Abilities :
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