Supervisor, IS Service Center

Piedmont Healthcare Inc.•Atlanta, GA

About The Position

At Piedmont Healthcare, you’ll love a shared purpose, be motivated to be your best, and be recognized for your contributions. Piedmont Healthcare leaders are in your corner and invested in your success. Our wellness programs and comprehensive total benefits and rewards will meet your needs for today and help you plan for the future.

Requirements

Bachelor’s Degree in an IT related field Required or In Lieu of degree four (4) years of relevant work experience will be accepted in addition to the experience requirement Required
5 years of work experience in I.S. Field Services Required or In lieu of degree nine (9) years of work experience in I.S. Field Services Required

Nice To Haves

Healthcare IT experience Preferred
HDI - Help Desk Institute HDI Service Center Management certification Preferred

Responsibilities

Direct daily operational activities of the IS Service Center to serve as an advocate for all Piedmont IS customers while providing customer support, incident management, problem management, metrics creation and monitoring.
Supervise advanced technical duties regarding enterprise system and network monitoring and computer operations in a distributed system environment.
This includes problem recognition, research, isolation and resolution and thorough documentation.
Remediate problems while identifying and escalating complex problems to appropriate support group.
Manage the creation and maintenance of the Customer Care Knowledge database.
Provide technical support and guidance for problem resolution to team members.
Serve as liaison between IS Departments and the IS Service Center.