IT Help Desk Supervisor

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that's served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It's our passion.Primary Purpose 1. Responsible for supervising Help Desk Support staff in a 24x7x365 call center, including activities associated with the identification, prioritization, support and resolution of reported Incidents and service requests, ensuring our end users are receiving the appropriate technical assistance in an effective and timely manner. The Help Desk Supervisor will help develop, lead and motivate a high-performance team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction. The Help Desk Supervisor continuously evaluates the service desk team programs, processes, and procedures, adjusting them to manage known and emerging issues.Minimum SpecificationsEducation - Must have a bachelors degree in, Computer Science, Information Systems, Management Information Systems, or a related field.Experience - Must have six years of cumulative experience consisting of help desk, desktop support, and/or technical engineering experience. - Prefer 10+ years of relevant information technology support experience. - Must have a least 2 years of experience with workforce management of a 24/7 IT Help Desk call center of 20 or more Agents. - Healthcare IT or a related environment preferred. - Must have 2 years of supervisory experience in an IT Help Desk environment. - Prefer experience with ServiceNow IT Service Management Tool. - Must have at least 2 years of experience of incident management, systems management, and technical customer support. - At least1 year of experience with remote access software, Office Automation Software Suites, modern Operating Systems, and Networking principles.Equivalent Education and/or Experience - May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above. Certification/Registration/Licensure - Prefer CompTIA A+ certification. - Prefer ITIL Foundations certification. Required Tests for Placement Skills or Special Abilities - Proven skillset in Help Desk Quality Assurance and/or Training (content creation and delivery). - Outcome and solution oriented with a high sense of urgency. - Must have an expert level knowledge of IT help desk environment, including troubleshooting protocols. - Must have knowledge of call center Monitoring Tools, such as call listening,chatroom, and call metric reporting tools. - Must be able to demonstrate critical thinking, situational awareness, time management and organizational skills. - Must be able to adjust to multiple demands, shifting priorities, ambiguity and rapid change. - Must be able to demonstrate knowledge and ability to operate a computer using word processing, spreadsheet, and data management software. - Must have excellent verbal and written communication skills. Demonstrated ability to communicate effectively, both written and orally, among the customers base and Help Desk team. - Must have excellent presentation skills. - Must be able to demonstrate effective leadership skills and techniques. - Must be able to demonstrate skills with work force scheduling tools for a similar sized employee base. - Must be able to demonstrate ability to improve agent behavior and performance, using both an informal coaching process as well as a formal document/evaluation process. - Self-motivated, able to work independently, and takes initiative. - Microsoft Office 365 application suite. ResponsibilitiesResponsibilities 1. Provide leadership, supervision, workforce management, and daily guidance to Service Desk staff. Manage a team of agents to perform systems trouble shooting and setup process requiring multiple detailed processes and procedures. 2. Selects, trains, schedules, motivates, develops, and supervises IT Help Desk Agents. 3. Creates and maintains a service-oriented Service Desk culture. 4. Develops a performance measurements framework based on service desk best practices and facilitating a feedback system to team members on issues such as customer service, communication, and technical skills. 5. Develops and manages the Service Desk team schedule. Evaluates, prioritizes, and schedules Agents to ensure the uninterrupted support to End-Users and supports the service desks productivity, key performance indicators (KPI), and service level objective (SLO) targets. 6. Actively monitors daily call center activity. Directs staff activities in relation to real-time call volume demand, day-to-day and minute-by-minute, to optimize availability to support inbound calls and self-service tickets. 7. Performs daily, weekly, and monthly reviews of the Service Desk's performance metrics to measure productivity, key performance indicators (KPI), and service level objectives (SLO). Makes corrective actions to optimize Service Desk performance. 8. Provides daily, weekly, and monthly reporting as defined by leadership. 9. Identifies gaps in knowledge of supervised employees and works to further develop their knowledge and/or correct deficiencies by either creating or organizing opportunities for learning, behavior modification, or hands-on experiences. 10. Reviews and applies coaching methods to improve agent inbound call interaction, customer follow-up actions, and troubleshooting skills. 11. Evaluates employee performance and makes recommendations for disciplinary actions up to and including termination, to ensure maximum utilization of individual and group capabilities. 12. Identifies and analyzes the design of jobs, work processes, workflows, etc. for the service desk. Implements appropriate changes to improve the effectiveness, productivity, and efficiency that support the overall goals of the department and Parkland. 13. Develops the IT Service Management Tool (ServiceNow) to complement Agent workflows to ensure ensure proper routing of tickets and handling of tickets. 14. Collaborates with other departments in cross-functional activities and work towards to solve incidents and improve workflows. 15. Acts as escalation point for critical issues, major incidents and facilitates a final resolution. 16. Participates in the Service Desk leader on-call rotation for after hours and weekend coverage for Incident escalations. Provides additional coverage as needed. 17. Perform other related duties as assigned.Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.As part of our commitment to our patients and employees' wellness, Parkland Health is a tobacco and smoke-free campus.