Service Desk Supervisor: Sal, FT Days

Firelands Health Careers•Sandusky, OH

10h•Onsite

About The Position

This position is responsible for the supervision of Service Desk members, providing guidance and assistance with service delivery, incident, and problem management. The role involves evaluating and recommending training programs, serving as the top point of escalation for incidents and problems, and providing clear leadership by example while mentoring all Service Desk team members. The position requires superior communication and people skills. The person in this role plans, directs, and evaluates functions associated with Service Desk and Desktop support while acting as an additional resource to contribute to team productivity. They provide advanced instruction and advice to staff members from external departments, including Management and Administrative team members, and offer Level-4 Service Desk support. Responsibilities include generating and maintaining appropriate documentation, managing the hiring and onboarding process for Service Desk members, and being subject to call by stand-by staff. The ability to build relationships and empower people is essential. The role involves reviewing Service Desk associated metrics and recommending improvements to increase customer satisfaction, motivating the team to implement "best practices," coordinating staff efforts, evaluating staffing requirements, ensuring adequate support for continuous operations, ensuring proper use of support tools, responding to and resolving problem situations, and interviewing and recommending applicants for hire. Additionally, the role includes evaluating employee performance, counseling and disciplining employees, and developing programs for continuing education and training. The supervisor uses resources efficiently, tracks and reports progress on active projects, and seeks and utilizes feedback from users to ensure customer satisfaction. They provide technical assistance, training, and ongoing support to Service Desk staff and users of FRMC systems, serve as a liaison between users and technical personnel, manage user expectations, and cultivate feedback for system enhancements. The role requires putting organizational goals ahead of personal goals, managing fluctuations in work and schedule requirements effectively, and demonstrating initiative and cooperation.

Requirements

CompTIA A+ (Plus) and one additional CompTIA+ certification (Network, Security, Project, etc.) or other comparable/equivalent Manager approved certifications are required or must be obtained within 180 days of the date of hire.
Certifications must remain valid.
Required to attend leadership or other training as requested by Director.
Demonstrates knowledge of IT Service Management frameworks and processes (Such as ITIL).
Experience working with Incident, Problem and Change Management procedures.
Demonstrates initiative and the ability to work in a stressful environment.
Demonstrates advanced ability to troubleshoot using the Scientific method.
Demonstrates expertise knowledge of health systems and the environment.
Extensive knowledge to install, support, and train others in proper use and care of various computer-related equipment, such as (but not limited to) best practices, PCs/workstations, printers, scanners, bar code readers, etc.
Demonstrates ability to grasp new concepts quickly and stay current with technology.
Demonstrates analytical abilities, creativity, and attentiveness to detail.
Ability to occasionally be available to flex hours at times other than employee’s normally scheduled shift.
Demonstrates compliance with Medical Center and departmental policies and procedures, and a working knowledge of Medical Center emergency codes.
Demonstrates willingness to work overtime and/or a non-standard work schedule.

Nice To Haves

Associate’s Degree in related field, or 4 years equivalent career experience.

Responsibilities

Supervises Service Desk members.
Provides guidance and assists with service delivery, incident and problem management.
Evaluates and recommends training programs for new and existing employees.
Serves as the top point of escalation for incidents and problems.
Provides leadership and mentors Service Desk team members.
Plans, directs, and evaluates Service Desk and Desktop support functions.
Acts as an additional resource to contribute to team productivity.
Provides advanced instruction and advice to external department staff, including Management and Administrative team members.
Provides Level-4 Service Desk support.
Generates and maintains appropriate documentation.
Responsible for the hiring and onboarding process for Service Desk members.
Subject to call by stand-by staff.
Reviews Service Desk associated metrics and recommends improvements.
Motivates the Service Desk team to implement "best practices".
Coordinates the efforts of the Service Desk staff.
Evaluates staffing requirements and ensures adequate support for continuous operations.
Ensures proper use of support tools.
Responds to, evaluates, and resolves problem situations.
Interviews and recommends applicants for hire.
Evaluates employee performance.
Counsels and disciplines employees.
Develops programs and plans for continuing education and training of Service Desk staff.
Uses resources efficiently.
Tracks and reports progress on active projects.
Seeks and utilizes feedback from users to ensure customer satisfaction.
Provides technical assistance, training, and ongoing support to Service Desk staff and users of FRMC systems.
Serves as a liaison between users and technical personnel.
Manages user expectations and cultivates feedback for system enhancements.
Puts organizational goals ahead of personal goals.
Manages fluctuations in work and schedule requirements effectively.
Demonstrates initiative and cooperation.