IT Service Desk Supervisor
at Adventist Health System

Date Posted: 6/13/2017

Job Description



Job:  Information Technology

Organization:  Adventist IT

Shift:  Day

Job Posting:  May 12, 2017, 12:46:20 PM

GENERAL SUMMARY: The Service Desk Supervisor, under the general direction of the Service Desk Manager, ensures Level One Contact Center support for all AIT supported systems, applications, and equipment. They also provide leadership, coaching, managerial, technical, procedural, and process related assistance to the members of the Service Desk Team during their assigned shift.
PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
• Supervises, coaches, trains and leads the Service Desk Analysts so they are fully engaged with departmental objectives and are committed to working efficiently toward continuous improvement and service excellence.
• Screens the qualifications and experience of applicants, interviews candidates and makes primary recommendations to hiring Manager.
• Supervises and performs coaching, ongoing education, performance appraisals, counseling and general management of assigned Service Desk Analysts. Provides promotion recommendations to Manager.
• Proven ability to multitask, establish partnerships across teams, and proactively address issues and opportunities for improvement in a fast paced, high volume environment to ensure that priority issues are appropriately assigned and necessary resources are engaged.
• Participates in Service Desk Leadership on-call rotation and interprets company policies as they relate to incident management and communications.
• Records problems/concerns, establishes acuity level and does follow-up as necessary on reported incidents including escalation of problem/concern with the authority to bypass the standard escalation path as necessary.
• Ensures that major technical, system or application issues (planned and unplanned) are appropriately addressed and communicated.
• Provides positive impact to Service Desk operational strategies by conducting needs assessments, capacity planning, and cost/benefit analysis related to staffing and scheduling trends, identifying and defining productivity, quality, and customer service standards by contributing information and analysis to departmental strategic plans and reviews.
• Participates in key cross-functional team meetings to provide information on Service Desk processes and serves as an area expert on issues which affect the quality and level of service provided to the customer.
• Serves as Major Incident Manager in accordance with IT Service Management Guidelines.
• Identify, design, implement and communicate process changes in order to improve productivity or employee satisfaction.
• Adhere to IT Service Management policy and procedures for all in scope process areas.

Job Requirements

KNOWLEDGE AND SKILLS REQUIRED:
• Possess critical thinking skills and the ability to multi-task.
• Demonstrates sound judgment, problem solving, decision making, organizational and analytical skills
• Must be a customer service focused, self-motivated professional.
• Ability to be resilient and successfully manage in a fast paced, dynamic contact center environment.
• Strong interpersonal skills with a positive and enthusiastic attitude.
• Ability to quickly learn system functionality with little or no documentation.
• Collaborates with peers, Administrators, Department Managers, analysts and engineers regarding reported issues.
• Demonstrated pragmatic approach to leadership and customer service.
• Demonstrates poise in intense or stressful situations.
• Ability to work well with people of varying levels of technical abilities.
• Demonstrate excellent oral and written communication skills.
• Demonstrate proficiency in troubleshooting and diagnosing of computer software and hardware issues.
• Ability to successfully comprehend and support clinical applications.
• Possess a high-level knowledge of industry standard service management tools (preferably CA Service Desk Manager)
EDUCATION AND EXPERIENCE REQUIRED:
• Associate degree in related field required or a minimum of 3 years of increasing levels of experience in the technology field with at least 2 years experience working as a supervisor, team lead, or Senior level analyst in a customer service or technical support contact center with experience in rapidly shifting procedures and processes
EDUCATION AND EXPERIENCE PREFERRED:
• Bachelor’s degree in related field
• A minimum of 3 years of experience working as a Service Desk Analyst and/or Level Two Support Analyst.
LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:
• ITIL Foundations (must be obtained within 60 days of hire date)
• 1 additional current professional/technical certification (must be obtained within 6 months of hire date)
SUPERVISORY RESPONSIBILITIES
Supervises the Service Desk Analyst staff members.

Job Snapshot

About Us

About Adventist Health System

Who We Are

We are one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.

Who You Are

You are a compassionate, talented professional who wants to work in an environment where you can live out your faith and your values. You are excited about being part of a team that uses the latest technology and medical research to ensure patients receive quality care, but who also recognize that great care is always personal. You enjoy going out of your way to make each patient and their family feel special, and are passionate about guiding them toward optimal health.

Our Community

Our community is global and so is our reach. From coordinating medical mission trips in Ethiopia to planting school gardens in Florida, we are constantly seeking ways to go beyond hospital walls in improving the health of our communities. As a member of our team, you will be encouraged to use your talents in fun, meaningful ways that bring joy and healing to people around the world.

Our Mission

Part of this worldwide network, Adventist Health System was founded in 1973 to support and strengthen the Seventh-day Adventist health care organizations in the Southern and Southwestern regions of the United States. Today it is a national leader in quality, safety and patient satisfaction, comprised of 46 hospital campuses and nearly 77,000 employees.

Although separated by geography, each of our facilities is united by the mission of Extending the Healing Ministry of Christ. Today we continue the tradition of whole-person care by practicing and sharing CREATION Health, a blueprint for living a healthy, happy life based on the principles given in the Bible’s creation story: Choice, Rest, Environment, Activity, Trust, Interpersonal relationships, Outlook and Nutrition.

We provide comprehensive benefits, training and advancement opportunities. We care for our employees as well as we care for our patients.