IT Service Desk Supervisor

Facility: VIRTUAL-GA

Job Summary

The IS Service Desk Supervisor is responsible for the day-to-day operations of the WellStar Service Desk. Ensuring consistent delivery of excellent technical support, staff motivation, and enforcing or improving to operational processes are key success factors of this role. This position has frequent contact with Service Desk Agents and other IS support staff to ensure customer needs are met in a timely manner. This person must understand call center staffing, and possess experience as a strong technical analyst. This job requires flexible scheduling including evening or weekend rotation on an 'as needed' basis to ensure proper management of staff.

Core Responsibilities And Essential Functions

Supervise Service Desk Staff

• Provide ongoing leadership and motivation to ensure staff are focused, committed, and capable of producing expected results.
• Assess, identify, and develop team skills (based on business need) by facilitating and providing feedback to team members on customer service, and communication skills, in order to enhance the quality of support and customer satisfaction.
• Manage Severity 1 situations, issues, and communications as required and facilitate coordination of activities and timely status, sometimes under stressful conditions.
• Prepare staffing plans providing for appropriate coverage, rotation of staff, training, and project work.
• Monitor staff work and calls for quality assurance.
• Participate in ACD queue to address complex calls or difficult customer issues, or to relieve staff during high volume call periods.
  
  

Lead projects focusing on improving service.

• Lead the implementation of the customer service plan which promotes and emphasizes the commitment to exceptional customer service standards by interacting with local and regional management to develop an understanding of their business and Information Technology needs and priorities.
• Develop and/or update support plans for new product releases. Prepare team for product releases, and monitor product related issues.
• Maintain knowledge on current industry-wide trends and potential impact on the support business.
• Support the Service Desk Manager in determining skills requirements for hiring. Conduct interviews and recommend candidates to be hired.
• Identify equipment and facility requirements to allow Service Desk team members to adequately service customers.
• Provide input to annual operating expense and capital budget for department and support the Service Desk Manager in monitoring departmental expenditures.
  
  

Achieve Service Desk SLAs and foster positive relationships with IT staff and end users

• Monitor and report on team quality objectives, milestones, benchmarks and SLAs.
• Develop and enhance cooperative interdepartmental (IT) relationships and communications throughout the organization and with individuals/vendors external to the company.
• Work with Quality Assurance analyst to review reports and identify opportunities for improvement in key performance indicators.
• Document and regularly report on all plans, priorities, schedules, staff assignments, programs and the current status of projects and routine assignments.
• Meet with key user groups proactively (by location, department, user group, or service line) to respond to issues, and discuss service improvement opportunities.
  
  

Actively support IT policies, procedures and business management

• Establish and enforce department policies, procedures and standards. Provide input to Manager for staff terminations as appropriate.
• Attend regular departmental and Town Hall meetings, and promote/exemplify excellent customer service as aligned with Wellstars Standards of Gold.
• Exhibit tact, professionalism, good personal grooming and create a favorable impression to the public and all health system staff at all times.
• Participate on committees and attends meetings as needed.
• Assign process improvement activities to Senior Service Analysts and Service Analysts in incident management, problem management, change management, configuration management, etc.
  
  

Enhance professional growth and development

• Support the professional and technical development of Service Desk staff by establishing technical and performance related goals aimed at consistent delivery of quality support.
• Plan and manage the development and delivery of training and educational programs for Service Desk Agents.
• Participate in workshops or other educational opportunities that may be presented.
• Pursue training and certification supporting knowledge of healthcare, Information Technology, applications, help desk tools, project management, help desk, ITIL, or other service methodologies, tools and techniques
• Participate in industry associations like HIMSS, and Help Desk Institute (HDI)
  
  

Performs additional duties as assigned.

Performs other duties as assigned

Complies with all WellStar Health System policies, standards of work, and code of conduct.

Required Minimum Education

Bachelor's Degree Required or

equivalent Required and

Five years of equivalent work experience in lieu of education will be considered.

Required

Required Minimum License(s) and Certification(s):

Additional License(s) And Certification(s)

All certifications are required upon hire unless otherwise stated.

Required Minimum Experience

Minimum 5 years of information technology experience, preferably in the healthcare industry, with increasing responsibility. Required and

This experience should include a minimum two years as an escalation point to Service Desk Agents and serving in a supervisory capacity responsible for leading a team of five or more staff. Required and

Experience should also include leading projects and motivating/mentoring others. Required

Required Minimum Skills

Ability to manage and motivate a team of 10 15 professionals

Desire to achieve excellence in customer satisfaction

Excellent oral and written communication as well as organizational habits

Strong problem solving skills

Thorough knowledge of support policies and procedures, in addition to personnel management procedures (e.g. written reviews, providing positive and critical feedback, etc.)

Awareness of industry best practices such as the Information Technology Infrastructure Library, Help Desk Institute, and/or Project Management Institute.

Exhibit tact, professionalism, good personal grooming and create a favorable impression to the public and all health system staff through professional dress and good customer service skills.