Service Desk Supervisor

Position Summary / Career Interest:

The Service Desk Supervisor is responsible for assisting the Service Desk Manager in the everyday activities related to the HITS Service Desk ensuring productivity, while maintaining an outstanding level of customer service to our customers. The Service Desk Supervisor will be responsible for proactive planning, supporting and organizing the Service Desk to be flexible and adaptable. This individual will serve as the primary trainer for the HITS Service Desk and is an internal escalation point for issues within the Service Desk. They will be responsible for updating all documentation related to the processes and procedures related to the Service Desk. The Service Desk Supervisor will also assist in the creation and revising of daily, weekly, and monthly reports concerning metrics and goals of the Service Desk, in order to identify trends and areas of improvement. The Service Desk Supervisor will act as the KCS coach for the Service Desk and will be responsible for promoting skill development, train the Service Desk on the KCS workflow, KCS article management/reporting and reviews KCS articles for accuracy. The Service Desk Supervisor will also act as the Domain Expert for the HITS Service Desk and will be responsible for ensuring efficient and effective problem solving for the team, assist in maintenance and development of the knowledge base quality and flow, development of reports on key metrics for value to the department and business and ensure effective knowledgebase operations. The Service Desk Supervisor will also be instrumental in the hiring process, as well as carrying out corrective action when necessary.


Responsibilities and Essential Job Functions

• "Responsible to create, implement and track policies and procedures for the HITS Service Desk in conjunction with HITS management.
• Acts as a first escalation point for client management. Ensures adherence to predetermined service level agreements (SLAs) with clients.
• Ensures compliance with departmental goals.
• Effectively communicate hospital and departmental goals and standards to all direct reports.
• Ensures compliance of hospital policies and procedures for all direct reports.
• Ensures quality goals and standards are met by the HITS Service Desk.
• Provides direction and career development for all direct reports.
• Creates and maintain training manuals and plans for the HITS Service Desk
• . Assisting users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Completion of Hospital projects as they are related to the HITS department.
• Assisting users over the telephone, through email, online chat and/or at desk side in a prompt, professional and courteous manner.
• Works with vendor support to resolve technical problems with desktop computing equipment and software.
• Works in conjunction with the ITS PMO department to evaluate, make recommendations and complete projects as they are related to the HITS department.
• Skilled in communication under potentially adverse situations with a focus on customer service and satisfaction.
• Responsible for obtaining information to diagnose a problem, and simultaneously create, assign and document all reported issues into the Hospital Service Desk tracking system.
• Demonstrates competence in documenting trouble ticket resolutions, maintains hospital knowledgebase articles and actively participates in maintaining and support policies and procedures.
• Maintains an ever increasing level of proficiency in hardware, software, networking and other technologies related to the ITS department.
• Maintains an accurate accounting of time spent on end user issues and on HITS projects and demonstrates the ability to manage time and resources in the best interest of the hospital.
• Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
• Demonstrates competence in troubleshooting and resolution of reported issues and the ability to escalate through appropriate channels any issues that cannot be resolved at Tier I; acts as primary point of contact to route trouble ticket escalations to other teams within the HITS department.
• Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records.
• Identifies opportunities to see where training needs would improve productivity within the department or within the Hospital Trains end users and other HITS Service Desk staff on basic hardware, software and network resources, on a one-on-one basis.
• Responsible for maintaining Symon tracking boards and In view guide for HITS Service Desk.
• Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
• Provides escalated support for Tier I and II Service Desk Technicians.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate
• 5 or more years experience in Information Technology (in lieu of High School Diploma)
• Experience with Microsoft Office

Preferred Education and Experience

• Associates Degree Computer Science

Required Licensure and Certification

• Must pass EPIC certification within 180 Days

Preferred Licensure and Certification

• Microsoft Certifed IT Professional - Microsoft

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.