IT Service Desk Supervisor

Jackson Health•Miami, FL

3d•Onsite

About The Position

The IT Service Desk Supervisor plays a crucial role in Information Technology and IT service management. It is the IT Service Desk Supervisor's responsibility to manage the performance of Level 1 and Level 2 services. It provides support to clients and ensures that service levels are achieved. The IT Service Desk Supervisor is to ensure that customer expectations are met or exceeded. They are responsible for ensuring the staffing levels are sufficient and the CSC is meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Requirements

Generally, requires 3 to 5 years of related experience.
High School diploma is required; bachelor's degree in related field is strongly preferred.
Ability to analyze, organize and prioritize work accurately while meeting multiple deadlines.
Ability to communicate effectively in both oral and written form.
Ability to handle difficult and stressful situations with professional composure.
Ability to understand and follow instructions.
Ability to exercise sound and independent judgment.
Knowledge and skill in use of job appropriate technology and software applications.
Valid license or certification is required as needed, based on the job or specialty.

Responsibilities

Oversee all of the requests, incidents and problems.
Manages and coordinates urgent and complicated support issues.
Act as escalation point for all requests and incidents.
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Determine root cause of issues and communicate appropriately to internal and external customers.
Train, coach and mentor Network Specialists (Level 1 / 2) including career development.
Oversee staff activities.
Builds/obtains (from other departments) training material for support staff.
As needed, schedule employees working times and provide backup support.
Interact with internal and external customers.
Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
Will drive Ticket Deep Dive and develop strategies for improvement.
Work to make Service Desk the single source of truth and service delivery channel for IT.
Monitor and manage phone queue (participating in escalated calls as needed).
Oversee Solutions repository and ensure top quality solutions are available to the staff.
Develops Service and Business Level Agreements to set expectations and measure performance.
Develops an effective and workable framework for managing and improving customer IT support in the organization.
Advise management on situations that may require additional client support or escalation.
Manage process for communicating outage/emergency activities to the organization.
Manage vendor relationships as it depends on daily operational needs.
PO review and approval/budgeting responsibility.
Review survey feedback to improve services, tools and support experience.
Keep confidential all applicant, client, and verification and company proprietary information.
Performs all other related job duties as assigned.