What are the responsibilities and job description for the Supervisor IT Service Desk position at Valleywise Health System?
Under the general direction of the IT Service Center Manager, this position provides operational direction and supervision of IT Service Desk staff. This position ensures that customer issues and requests are addressed, meeting service delivery goals and customer satisfaction levels. In addition, this position will be responsible to monitor the quality and timeliness of work being done by the Service Desk; meet with other departmental managers and supervisors to understand and support their special needs, issues, and review process improvements; and review support plans with IT technical and applications support staff to ensure updated information is available to the IT Service Desk to address user issues. The position assists in the development of service delivery metrics and implements the processes necessary to meet those goals and leads and directs the work of others, incorporating supervisory skills required to support Valleywise Health’s vision, mission, values and strategic plan with a fiscally sound focus. The position must have effective communication skills, relationship building, and leadership skills shall be practiced throughout the organizational structure.
Salary Pay Rate: $63,169.60 - $93,184.00
Qualifications
Education:
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Requires an Associate’s Degree in Computer Science or related field; or an equivalent combination of training and progressively responsible experience that will result in the required specialized knowledge and abilities to perform the assigned work.
Experience:
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Requires at least five (5) years prior experience in an IT Service Desk / Help Desk / Desktop Support operation supporting mid-range and server systems either in an educational environment or work related, preferably in a health care environment.
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Must be able to effectively supervise employees and have a minimum of 3 years previous IT Service Desk / Help Desk / Desktop Support supervisory or management experience.
Certification/licensure:
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ITIL certification preferred
Knowledge, Skills, and Abilities:
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Must be able to perform root cause analysis of user incidents with various IT-related systems including PC Hardware/Software, Telecommunications Systems, server, and mid-range systems and their software applications.
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Must be able to work collaboratively within the other technical teams and IT project teams to achieve team goals and outcomes.
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Must demonstrate the ability to handle multiple user requests with different priorities and deadlines. Must be able to perform duties and follow procedures for tracking, resolving and reporting problems through automated tracking system within Valleywise Health missions and values.
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Must have at least five (5) years of technical or customer support experience in a high volume call center or experience working with customer support/call center ticketing systems, preferably in a health care environment.
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Must have knowledge of and experience with IT Service Desk / Help Desk ticketing software.
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Must be able to communicate clearly, both orally and in writing with user community, teammates and technical personnel. Must have strong interpersonal skills including: leadership, initiative; detail oriented; decisive decision-making skills.
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Must have experience and skills in the management and supervision of employees. Requires the ability to read, write and speak effectively in English.
Salary : $63,170 - $93,184
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