IT Help Desk Supervisor

About the position

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that's served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It's our passion. Primary Purpose 1. Responsible for supervising Help Desk Support staff in a 24x7x365 call center, including activities associated with the identification, prioritization, support and resolution of reported Incidents and service requests, ensuring our end users are receiving the appropriate technical assistance in an effective and timely manner. The Help Desk Supervisor will help develop, lead and motivate a high-performance team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction. The Help Desk Supervisor continuously evaluates the service desk team programs, processes, and procedures, adjusting them to manage known and emerging issues.

Responsibilities

• Provide leadership, supervision, workforce management, and daily guidance to Service Desk staff.
• Manage a team of agents to perform systems troubleshooting and setup processes requiring multiple detailed processes and procedures.
• Select, train, schedule, motivate, develop, and supervise IT Help Desk Agents.
• Create and maintain a service-oriented Service Desk culture.
• Develop a performance measurements framework based on service desk best practices and facilitate a feedback system to team members.
• Develop and manage the Service Desk team schedule.
• Evaluate, prioritize, and schedule Agents to ensure uninterrupted support to End-Users.
• Actively monitor daily call center activity and direct staff activities in relation to real-time call volume demand.
• Perform daily, weekly, and monthly reviews of the Service Desk's performance metrics.
• Provide daily, weekly, and monthly reporting as defined by leadership.
• Identify gaps in knowledge of supervised employees and work to further develop their knowledge.
• Review and apply coaching methods to improve agent inbound call interaction and troubleshooting skills.
• Evaluate employee performance and make recommendations for disciplinary actions.
• Identify and analyze the design of jobs, work processes, workflows, etc. for the service desk.
• Develop the IT Service Management Tool (ServiceNow) to complement Agent workflows.
• Collaborate with other departments in cross-functional activities.
• Act as escalation point for critical issues and major incidents.
• Participate in the Service Desk leader on-call rotation for after hours and weekend coverage.
• Perform other related duties as assigned.

Requirements

• Must have a bachelor's degree in Computer Science, Information Systems, Management Information Systems, or a related field.
• Must have six years of cumulative experience consisting of help desk, desktop support, and/or technical engineering experience.
• Prefer 10+ years of relevant information technology support experience.
• Must have at least 2 years of experience with workforce management of a 24/7 IT Help Desk call center of 20 or more Agents.
• Healthcare IT or a related environment preferred.
• Must have 2 years of supervisory experience in an IT Help Desk environment.
• Prefer experience with ServiceNow IT Service Management Tool.
• Must have at least 2 years of experience of incident management, systems management, and technical customer support.
• At least 1 year of experience with remote access software, Office Automation Software Suites, modern Operating Systems, and Networking principles.

Nice-to-haves

• Prefer CompTIA A+ certification.
• Prefer ITIL Foundations certification.