Position Summary
- As the Supervisor of IT Service Desk, this role will assist the Manager, IS Service Management with daily tasks related to supporting HHS staff. They will also assist in the coordination and implementation of IT peripherals on system implementation projects. In addition, they will serve as a knowledgeable resource for the service desk team and provide support as needed.
Primary Position Responsibilities
- 1. Supervise the service desk team to provide high-quality customer service and support
2. Follow all policies and procedures for escalation.
3. Deliver prompt and expert technical support to resolve IT service tickets efficiently
4. Oversee the coordination of IT hardware rollouts and system implementations
5. Assist with obtaining service metrics that will be the basis of process improvement intitatives
6. Provide technical troubleshooting and repair of IT systems
Qualifications
- Minimum Education:
- Required:
- High School Diploma or Equivalent
- Preferred:
- Bachelor's Degree in Computer Science or Healthcare Information Management
Minimum Years of Experience (Amount, Type and Variation):
- Required:
- 3 years of IT Customer Service Support & Management experience.
- Preferred:
- 3 years of ITIL Certified experience.
License, Registry or Certification:
Knowledge, Skills and/or Abilities:
- Required:
- Supervisory and coordination skills
Excellent communication and interpersonal skills
Ability to work both independently and as part of a team
- Preferred:
- Proven track record of success in system maintenance and supervising a team
Excellent troubleshooting and problem-solving skills
Strong understanding of customer service principles and best practices
PI272350938
