Supervisor, IS Service Desk

About the position

As the Supervisor of IT Service Desk, this role will assist the Manager, IS Service Management with daily tasks related to supporting HHS staff. They will also assist in the coordination and implementation of IT peripherals on system implementation projects. In addition, they will serve as a knowledgeable resource for the service desk team and provide support as needed.

Responsibilities

• Supervise the service desk team to provide high-quality customer service and support
• Follow all policies and procedures for escalation
• Deliver prompt and expert technical support to resolve IT service tickets efficiently
• Oversee the coordination of IT hardware rollouts and system implementations
• Assist with obtaining service metrics that will be the basis of process improvement initiatives
• Provide technical troubleshooting and repair of IT systems

Requirements

• High School Diploma or Equivalent
• 3 years of IT Customer Service Support & Management experience

Nice-to-haves

• Bachelor's Degree in Computer Science or Healthcare Information Management
• 3 years of ITIL Certified experience
• Proven track record of success in system maintenance and supervising a team
• Excellent troubleshooting and problem-solving skills
• Strong understanding of customer service principles and best practices