South Shore Health
IT Service Desk Supervisor
South Shore Health, Weymouth, MA, United States
If you are an existing employee of South Shore Health then please apply through the internal career site.
Requisition Number:
R-18609
Facility:
LOC0014 - 549 Columbian Street549 Columbian StreetWeymouth, MA 02190
Department Name:
SHS IT Support Services Leaders
Status:
Full time
Budgeted Hours:
40
Shift:
Day (United States of America)
The IT Service Desk Supervisor (SDS) efforts to deliver standardized daily operations of a team tasked with delivering remote desktop support and over-the-phone support to the health system.
This individual must be able to develop, implement, maintain / support help desk activities and provides expertise on defined service delivery reporting statistics. The SDS will be responsible for the coordination of daily help desk activities including scheduling (24/7 coverage, PTO..etc), daily operational huddles while providing direction to other Service Desk colleagues on ticket resolution, problem escalation and management, as well as project-related activities. This individual will be responsible for working with their Leads and Analysts on identifying trends in issue reporting and develop recommendations for preventative solutions to mitigate chronic or on-going issues.
The SDS will be responsible for keeping the IT Support Services Manager abreast of any daily issues or escalations that occur throughout the day and collaborate on staff scheduling related issues.
Job Responsibilities:
1. Staff Scheduling
2. Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
3. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
4. Receives, prioritizes, responds to incoming service requests, calls, and/or emails regarding any and all I.T. related incidents or problems according to customer service standards and SLAs.
5. Escalation point for remote support of mobile device and application support issues.
6. Analyzes and resolves chronic incidents and recurring requests regarding use of application software or hardware, and develops recommendations to mitigate top chronic issues reported to service desk.
7. Work with Manager to design and determine department workflow, and project assignments.
8. Accurately documents and maintains issue/problem resolution, root cause information, and knowledge base/support articles.
9. Monitors all departments tickets and tasks and provides service direction or escalation as necessary.
10. Provide support for escalated service desk tickets following established protocols.
11. Develops and implements enhancements to service desk ticketing software system.
12. Provide stats for the daily Service Desk huddle and service management reviews.
13. Publish support documentation to assist staff with requests for information & provide staff training, if required.
14. Adhere to departmental policies for reporting and managing requests and change control.
15. Keeps abreast of existing and developing support standards through evaluation of various service tools and models.
16. Maintains a strong collaboration and partnership with key interdepartmental leaders.
17. Provide technical support, including troubleshooting via phone, administering software repairs, and opening tickets with third party OEMs.
18. Develop and or Provide documentation on any applicable processes and procedures to junior staff.
19. Updating or produce technical training materials and training protocols, and ability to deliver ad hock training to team members.
20. Analyze business process needs and technical requirements for new projects, from assessment through delivery, to include system migrations, implementations, and enterprise wide initiatives.
Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.
Embraces technological advances that allow us to communicate information effectively and efficiently based on role.
Knowledge, Skills & Abilities:
Day Shift and on-call coverage/rotating schedule
Responsibilities if Required:
Education if Required:
License/Registration/Certification Requirements:
Requisition Number:
R-18609
Facility:
LOC0014 - 549 Columbian Street549 Columbian StreetWeymouth, MA 02190
Department Name:
SHS IT Support Services Leaders
Status:
Full time
Budgeted Hours:
40
Shift:
Day (United States of America)
The IT Service Desk Supervisor (SDS) efforts to deliver standardized daily operations of a team tasked with delivering remote desktop support and over-the-phone support to the health system.
This individual must be able to develop, implement, maintain / support help desk activities and provides expertise on defined service delivery reporting statistics. The SDS will be responsible for the coordination of daily help desk activities including scheduling (24/7 coverage, PTO..etc), daily operational huddles while providing direction to other Service Desk colleagues on ticket resolution, problem escalation and management, as well as project-related activities. This individual will be responsible for working with their Leads and Analysts on identifying trends in issue reporting and develop recommendations for preventative solutions to mitigate chronic or on-going issues.
The SDS will be responsible for keeping the IT Support Services Manager abreast of any daily issues or escalations that occur throughout the day and collaborate on staff scheduling related issues.
Job Responsibilities:
1. Staff Scheduling
2. Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
3. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
4. Receives, prioritizes, responds to incoming service requests, calls, and/or emails regarding any and all I.T. related incidents or problems according to customer service standards and SLAs.
5. Escalation point for remote support of mobile device and application support issues.
6. Analyzes and resolves chronic incidents and recurring requests regarding use of application software or hardware, and develops recommendations to mitigate top chronic issues reported to service desk.
7. Work with Manager to design and determine department workflow, and project assignments.
8. Accurately documents and maintains issue/problem resolution, root cause information, and knowledge base/support articles.
9. Monitors all departments tickets and tasks and provides service direction or escalation as necessary.
10. Provide support for escalated service desk tickets following established protocols.
11. Develops and implements enhancements to service desk ticketing software system.
12. Provide stats for the daily Service Desk huddle and service management reviews.
13. Publish support documentation to assist staff with requests for information & provide staff training, if required.
14. Adhere to departmental policies for reporting and managing requests and change control.
15. Keeps abreast of existing and developing support standards through evaluation of various service tools and models.
16. Maintains a strong collaboration and partnership with key interdepartmental leaders.
17. Provide technical support, including troubleshooting via phone, administering software repairs, and opening tickets with third party OEMs.
18. Develop and or Provide documentation on any applicable processes and procedures to junior staff.
19. Updating or produce technical training materials and training protocols, and ability to deliver ad hock training to team members.
20. Analyze business process needs and technical requirements for new projects, from assessment through delivery, to include system migrations, implementations, and enterprise wide initiatives.
Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.
Embraces technological advances that allow us to communicate information effectively and efficiently based on role.
Knowledge, Skills & Abilities:
- Strong communications skills including the ability to build relationships and effectively communicate with project teams and key clinical stakeholders, including business services, nurses and physicians.
- Flexible team player with strong project management and organizational skills with ability to establish and achieve goals and maintain timelines.
- Strong knowledge in Windows desktop operating systems, virtual desktop infrastructure (VDI) and with Microsoft Office tools, including Word, Excel, Powerpoint, Access, Project and Visio.
- Personal transportation for local travel between SSHS sites.
- Participate in varying schedules as assigned.
- Participate in emergency and on-call coverage as assigned.
- On-call requirement which involves 24/7 coverage on a rotating schedule.
Day Shift and on-call coverage/rotating schedule
Responsibilities if Required:
Education if Required:
License/Registration/Certification Requirements: