Service Desk Supervisor: Sal, FT Days

Firelands Health•Sandusky, OH

3h•Onsite

About The Position

This position highlights employee-centric benefits, stability serving Erie and surrounding counties since 1876, and the opportunity to enjoy living and working in Sandusky, a "Best Coastal Small Town in America" along Lake Erie. The role offers work-life support to help manage personal life while building a career.

Requirements

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

The ability to build relationships and empower people is essential.

Responsibilities

Supervises Service Desk members, providing guidance and assistance with service delivery, incident, and problem management.
Evaluates and recommends training programs for new and existing employees.
Serves as the highest point of escalation for incidents and problems from Service Desk team members.
Provides clear leadership by example and mentors all Service Desk team members.
Plans, directs, and evaluates functions associated with Service Desk and Desktop support, acting as an additional resource to contribute to team productivity.
Provides advanced instruction and advice to staff members from external departments, including Management and Administrative teams.
Provides Level-4 Service Desk support to Service Desk staff and system users.
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 to increase customer satisfaction.
Motivates the Service Desk team to implement "best practices" in all Service Desk initiatives.
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.