What are the responsibilities and job description for the Service Desk Supervisor position at The Providence Community Health Centers, Inc.?
SUMMARY
The PCHC Service Desk Supervisor supervises the support personnel and day-to-day operations of the PCHC Service Desk; tracking and monitoring problems to ensure timely resolution, creates and manages escalation procedures, and ensures standard operating procedures and service levels are maintained. In addition, the PCHC Service Desk Supervisor identifies, researches, and resolves complex technical problems, suggests improvements to process, and is a knowledge resource and escalation point for other IT team members and PCHC staff alike.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1.Manage the PCHC Service Desk ticketing system and oversee support personnel.
2.Measure and Monitor IT systems and processes, reporting directly to IT management.
3.Ensure that service levels are maintained, and end user expectations are met.
4.Identify, propose and perform necessary adjustments or corrections to systems and processes when necessary.
5.Define reporting metrics for measuring the service level objectives and goals of the Service Desk.
QUALIFICATIONS - Education/Experience
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.BS in IS or 5-10 years of directly related experience required.
2.Five plus years’ experience working as support personnel in a helpdesk service desk setting.
3.Five plus years’ experience supporting Microsoft Office helpful.
4.Formal training in fundamental MIS concepts required.
5.Working knowledge of PCs, modems, printers and networks required.
6.Excellent Customer service skills required.
7.Ability to work independently under limited supervision.
8.Follow through on assigned tasks and projects.
9.Knowledge of cabling standards and ability to maintain cabling records helpful.
10.Ability to work under and respond when situations are urgent.
11.Access to reliable transportation to service Health Centers.
PCHC is EOE/M/F/D/V/SO
