IT Service Desk Supervisor- $5,000 Sign on Bonus!

CVCH•Wenatchee, WA

1d•Onsite

About The Position

The IT Service Desk Supervisor’s primary job function is to plan, organize and direct the IT Support Specialist staff in providing technical and functional support to CVCH staff and contracted resources who use IT products and services. The IT Service Desk is the primary interface between users and the IT department. The IT Service Desk’s primary function is to manage incidents and service requests. This includes IT product/service consultation and selection; software installation; asset management; access management; issue troubleshooting; testing; user education & documentation; and other common requests. The IT Service Desk Supervisor ensures the Service Desk team has the knowledge, skills, and resources to deliver excellent customer service. This includes training, coaching, and resolving escalations. The IT Service Desk Supervisor leads by example by working on the higher complexity requests and issues. This position interacts with users using remote access tools and on-location/in-person; which requires traveling to the various CVCH clinics in our service area. IT Service Desk Supervisor reports to the IT Operations Manager. This position is also part of the CVCH Leadership group, which offers leadership training, tools, and opportunities to collaborate with others in supervisory/managerial positions.

Requirements

Two-year degree in computer science or related field is required. Experience may be substituted for education.
Minimum 1-year of people management/supervisory experience.
English fluency required
Visual acuity for close and distance work

Nice To Haves

Bachelor’s degree in computer science or related field preferred.
ITIL 4.0
MS-900 Microsoft 365 Fundamentals
AZ-900 Azure Fundamentals
A+ Or Network+ preferred
Microsoft 365 Certified: Administrator Expert

Responsibilities

Defines and oversees the IT intake process for service requests and incidents. Uses data and feedback to continuously improve the process to achieve higher levels of user satisfaction and IT efficiency.
Monitors and manages the IT ticketing system, triaging, prioritizing, and ensuring timely completion of all requests.
Ensures the Service Desk is adequately staffed and administers the IT on-call schedule/process for responding to after-hours incidents and urgent requests.
Handles escalations resulting from technical complexity or customer satisfaction issues.
Facilitates the incident management process, which includes collaborating with Tier 2, third-party solution providers, and other SMEs on the troubleshooting, mitigation, and resolution of incidents and other issues.
Drives adoption and usage of IT products and services with users through hands-on training and the curation of self-help content.
Manages the IT Service Alert process that informs users of planned and unplanned system downtime.
Monitors and maintain inventory levels of IT supplies; follows purchasing/procurement standards and processes to procure equipment/supplies low in stock or needed to fulfill specific service requests.
Provides monthly activity and performance reports to IT leadership and uses the data to drive continuous improvement in Service Desk processes/procedures and standards.
Defines, implements, and continuously improves processes and procedures related to Service Desk functions and services the Service Desk team provides.
Required to be part of an on-call rotation to solve technological and operational problems outside normal clinic hours.
Required to travel to each clinic site on a routine basis to perform standard job duties and build relationships with staff.
Ensures the team is fully utilized by assigning service requests to appropriate team members based on knowledge, skills, capacity, and learning opportunities.
Leads a daily team standup/huddle to align the team on priorities, coordinate tasks, remove impediments, and build camaraderie.
On-boards and trains new IT Support Specialists.
Sets and upholds high standards for customer service and satisfaction through personal demonstration and by holding the Service Desk team accountable to the standards.
Assesses staff performance; identifies any knowledge gaps and works with IT Operations Manager to develop a performance improvement/training plan.
Ensures the Service Desk work areas and IT storage facilities are kept clean and organized to create a positive image of the IT department and ensure supplies can quickly and easily be located.
Attends training events and utilizes online learning resources to maintain and update skills/knowledge to keep current on relevant technologies and job functions
Performs other duties and tasks as assigned by supervisor
Start shift on time and meet attendance standards per the FTE assigned in HRIS system.
Follow safety policies and maintain a clean, safe work environment.
Demonstrate sound work ethics, flexibility, and cultural sensitivity
Uphold CVCH’s mission and core values in all interactions.
Comply with CVCH policies, Joint Commission standards, and HIPPA regulations.
Participate in internal committees or special projects.
Contribute to internal communications