Service Desk Supervisor

General Description:

Providessupport for moderate to the most complex incidents and requests reported to the service desk. Responsibilities include completion of a detailed assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. Leads root cause analysis on incidents. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources fromother departments, teamsand vendors, as necessary.This position is also responsible for mentoring and training service desk analysts and sr. service desk analysts, implementing approved service desk improvements, and acting as a back-upfor any service desk position.

Essential Responsibilities:

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Assistswithpersonnel management, performance reviews, competency development, and coaching of facilityservice deskresources
• Addresses and resolves moderately complex to the most complex incidents and requests. Enters quality information into logs and appropriately captures data; Completes follow-up and follow-through on all calls
• Ensures that root cause analysis is completed, as required
• Ensures the end-to-end customer experience and ongoing communication with the customer
• Contributes to customer support self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures. Assists in managing the knowledge base
• Identifies, evaluates, promotes, and implements customer support best practices
• Monitors and balances the workload betweenService Deskteam members.
• Uses team resources to collapse extended, repeat or escalated service requests. Assures that issues are escalated that require management's attention.
• Provides leadership, mentoring, training, work direction and coordination to team personnel. Assesses team members training and tool requirements. Assists with schedulesand On-Call coverage.
• Makes recommendations to improve serviceor enabling toolcapabilities.
• Continually grows deep knowledge of currentcompany-specific products, increasing ability to resolvecomplex incidents and requests
• Grows network of other service resources to resolve incidents that are beyond the scope of their ability or responsibility
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Builds strong relationships within IT by working across organizational boundaries to resolve customer incidents and requests
• Identifies potential trends in incidents; performs root cause analysis on incidents and requests reported to the service desk
• Participatesin efforts to identify, promote, and implement customer support best practice processes and procedures
• Actsas an escalation point for the team, helping them make decisions about complex technical issues
• Overseesthe flow of escalations from the lower tiers ensuring that issues are being triaged and worked appropriately
• Conduct quality reviews of the team's work productand monitor customer satisfaction
• Report and discuss team metrics to appropriatemanager
• Serves as backup support to Service Desk Manager as needed
• Provides after hours andon-call support as needed
• Maintains and protects confidentiality regarding all aspects of patient care and employee information.

General Responsibilities:

• Performs other duties as assigned

Minimum Requirements:

Education: Associate's degree required. Bachelor's degree preferred.

Experience: 2 or more years of experience in IT customer service required. 1 to 3 years demonstrated leadership experience required.Healthcare operational experience preferred.

Licensure/Certifications/Registrations Required: None required.

Knowledge, Skills & Abilities:

Required:

• Experience with direct customer interaction
• Experience facilitating diverse groups of people ina problem-solving environment
• Experience conferring with technical and functional experts at all levels of the enterprise ina problem-solving environment
• Possesses broadest knowledge oforganization-specific applications, technology and terminology
• Has ability and desire learnOUHealthcustomer support processes and techniques
• Demonstratesability to work without supervision
• Extensive analytical skillsand ability to solve problems
• Demonstratesrelationship management skills
• Ability to succinctly communicate verbally and in a variety of media
• Competency in MS Office Suite, call center tracking tools

Preferred:

• Demonstratesproficiency in use of call center tracking toolssuch as ServiceNow
• Strong understanding ofcompany security-related procedures
• Prior experience supporting application software with customers
• Customer service training
• Software support strategy development and implementation
• Root cause and trend analysis experience
• Competency in call management tools