IT Service Desk Supervisor

Make a difference. Be happy. Grow your career.

IT SERVICE DESK SUPERVISOR

The IT Service Desk Supervisor manages, mentors, and develops a team of the first and second level technical support Service Desk team and team leads as the main point of contact and SME for IT support.  This role will ensure operations is in accordance with the established procedures and practices and monitors desk performance.  IT Service Desk Supervisor will work with the Managed Services – Service Desk leadership team on workforce planning and team direction.

Key Responsibilities

The IT Service Desk Supervisor will be responsible for, but not be limited to:

• Managing and supervising a team of Desk Lead(s) and Service Desk Agents (I and II).
• Responsible for the hiring, onboarding, and continued education of Service Desk Agents (I and II) and Desk Lead(s)
• Serving as an internal escalation point for leads and department wide issues
• Contributing to team objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities and leading regular team meetings
• Executing plans and processes to deliver on quality benchmarks and department goals
• Developing IT Service Desk Agents (I and II) and Desk Lead(s) through coaching and 1:1 sessions to review personal performance
• Overseeing of call assignments, schedule, and schedule adherence within the IT Service Desk team
• Meeting complex customer requirements and managing requests from clients related to the Service Desks area(s) of application expertise
• Create, facilitate, and distribute internal communication including newsletters, emails, and team meetings.
• Trending and oversight of service desk metrics including but not limited to CSAT, KPIs, and volumes to ensure SLAs are met and performance targets are met.
• Knowledge management, including oversight of Knowledge Based Articles to improve quality and productivity
• Using latest industry and IT knowledge to provide client facing and internal process recommendations
• Serving as liaison for clients and service desk for day-to-day operations and subject matter expertise
• Responsible for meeting service levels and exceeding customer expectations
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Leading, managing, and/or working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Skills and Experience

• Post-secondary education or equivalent experience, required
• 4+ years in service desk or IT support
• 2+ years of experience in a management function required
• Full understanding of Healthcare Terminology and IT competencies
• High level of technical skills, troubleshooting and basic PC/diagnostic knowledge with various hardware, software, and networking
• Direct staff management experience leading service-oriented teams required
• Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases systems implementations, preferred
• Prior experience with ticketing systems and change management processes required
• Excellent customer service and communication skills, written and verbal
• HDI Support Center Team Lead certification, MCP (Microsoft Certified Professional), MCDST (Microsoft Certified Desktop Support Technician), HDA (Help Desk Analyst), and/or CSS (Customer Support Specialist) a plus
• ITIL v4 Foundations certification, required
• Demonstrated problem-solving skills and decision-making skills
• Ability to work well under pressure while maintaining high productivity
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic’s maxims

Additional Details

• Working in Madison, WI, is not required, but preferred.  Trips to the Nordic Home Office in Madison, WI will be expected  
• Ability to travel up to 10% of the time