Service Desk Supervisor, IT bei Mahec

The Service Desk (SD) Supervisor is responsible for overseeing the daily operations of the IT Service desk team, ensuring responsive support and problem resolution for end users maintaining high levels of stakeholder satisfaction. 

The Service Desk Supervisor coaches team members on effective, consistent methods to research, troubleshoot, and deliver solutions.  The person in this roll will train the team on the Service Desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. 

Success in this role will be reflected by consistent, timely response to issues as appropriate along with maintaining a cohesive and motivated service team. 

SPECIFIC RESPONSIBILITIES:

• Supervise the daily work of the Service Desk Technicians I & II that provide IT support to the organization.  Ensure that business goals, deadlines, and performance standards are met by the team.
• Collaborate with IT Service Manager to develop and maintain team KPI’s.
• Create and implement Standard Operating Procedures, ensuring there is a process in place to maintain relevance and efficiency.
• Collaborate with IT Service Manager and other IT Leaders on emerging trends seen in incoming tickets.
• Training and onboarding new Service Desk employees to make sure they understand their roles and have adequate support to become effective.
• Serve as subject matter expert for PC / Laptop hardware and OS in MAHEC’s environment.
• Work collaboratively with any IT staff on support issues, system implementation, maintenance, service updates, and work scheduling as needed.
• Represent the Service Desk Team in work groups for implementation and change management decisions.
• Provide Call Center Service Desk statistics/trends via reports as well as Service Desk ticket statistics/trends to the Service Desk Manager.
• Attends meetings, training classes, and serves on committees as assigned.  Maintains all work areas in an organized manner to facilitate the smooth function of the entire department.  Maintains a high standard of ethics, abiding by departmental procedures, and respecting confidential information encountered in the course of the position.
• Perform staff evaluations, manage time off and remote facilities staffing levels.
• Monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards.
• Identify and escalate trends in repeating issues.
• Develop procedures as needed for effective service delivery.
• Ensure effective information is maintained in our knowledge base for internal team work and for external stakeholders.

This role description is a general description of the essential job functions.  It is not intended to describe all the duties the Service Desk Supervisor may perform.

KEY COMPETENCIES:

• Communication Skills

Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families.

• Decision Making

Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to prioritize your workday appropriately to ensure the most important tasks are completed on time.

• HealthCare Knowledge

Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate.  This also includes keeping up with your licensure and yearly training requirements within your area expertise along with MAHEC’s organizational training. Finally, the ability to apply the depth of knowledge maintained and gained through this process in real life scenarios as appropriate.

• Interpersonal Skills

Showing the ability to meet difficult situations with grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even when its most difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others.

• Organizational Values

Adherence to MAHEC’s founding principles and incorporating them every day. This includes, among others, having integrity and accountability, reverence for other cultures and equitable practices, ability to manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to do the best for each other and gives personal ownership towards the goal of helping people in their time of need.

• Problem Solving

Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come to an appropriate resolution for a given issue. This helps to drive continuous improvement by thinking through where we can improve in a novel way. Measures success by understanding where we are currently and where we want to go and then applying those new ideas to affect positive change.

SPECIFIED SKILLS

• TECHNICAL
  • Strong understanding of IT Service Management principles and practices, including familiarity with service desk software and tools.
  • Requires intimate knowledge of Windows 11, Office 365 products, basic knowledge of networking and active directory and repairing PC hardware

PHYSICAL DEMANDS

• Frequently moves computer equipment weighing up to 50 pounds across campus and to satellite locations.
• Frequently positions self to install computer equipment including under desks.
• Constantly operates a computer.

SUPERVISORY RESPONSIBILITIES:

• Manage the work of the Service Desk Technician I and II employees that are IT first line of support for the organization including delegating tasks

EDUCATION AND EXPERIENCE

• MINIMUM QUALIFICATIONS:  Any combination of education and/or experience equivalent to a four-year degree in computer science and or information systems management; OR Associate degree in computer related field and at least 3-5 years’ experience in an IT service desk environment.  Prior experience with supervising employees preferred.

REQUIRED LICENSES:

• This position is categorized as a designated driver position and requires use of a MAHEC-owned or other vehicle to conduct MAHEC business on a regularly scheduled basis (e.g. daily, weekly, or for work essential for the employee's job).

SCHEDULE:

Regular attendance on-site is an essential function of this position. Typical business hours are Monday – Friday, 8:00 am to 5:00 pm (or flexed to best meet the needs of the clients and/or the Division); 40 hours per workweek; weekend, holiday, or evening coverage is occasionally required. Work hours will need to be flexible in order to respond to special work assignments, or evening activities, as requested by the team leader.

Is on an afterhours on-call rotation for emergency on-site support for critical 24/7 IT business functions.  Escalates to Tier 2 on-call as necessary.