Supvr, IT Support Center Day Shift

RESPONSIBILITIES I. JOB SUMMARY/RESPONSIBILITIES:

• Working under the Manager, IT End User Services & Support, supervises the performance of Level 1, 2 and 3 service desk services to internal and external clients 24x7 and ensures that service levels are met or exceeded.
• Responsible for managing the day-to-day functions, services, and activities of IT service management and the service desk.
• Works with end users and departmental management to ensure that service issues and root cause analysis are addressed.

• Essential: finger dexterity, seeing, hearing, and speaking.
• Continuous: sitting, static gripping of an object for prolonged periods.
• Frequent: walking.
• Occasional: standing, stooping/bending, climbing stairs, walking on uneven ground, lifting and carrying usual weight of 1 pound up to 5 pounds, reaching above, at and below shoulder level, frequent gripping of an object.
• Operates: computer, calculator, telephone, fax, printer and smart phone.

• Not substantially subjected to adverse environmental conditions.
• May require offsite travel for meetings.

• Bachelor's degree in information technology, business, healthcare or related field; or four (4) years experience in information technology may be substituted for educational requirement.
• Current certification in one (1) or more of the following preferred:
  • Help Desk International Certification
  • ITIL Foundation or other ITSM Certification
  • Microsoft certifications
  • Cisco or other technical certifications
  • Epic Care certification

• In addition to the educational requirement, four (4) years progressive service desk experience, preferably in an acute care facility or integrated healthcare delivery application system environment.
• One (1) year supervisory/leadership experience.
• Experience to demonstrate the following:
  • Demonstrated knowledge of end-user computer technology, IT client services (help/service desk) and information systems.
  • Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels throughout the organization.
  • Strong problem solving, communication and time management skills.
  • Organizational change management and process improvement training/experience preferred.

Equal Opportunity Employer/Disability/Vet