The Service Desk Supervisor ensures that SJHS users maintain productivity in the operation of computer technology by leading, motivating, coaching, and monitoring the performance of a team of Service Desk Analysts. The Service Desk Supervisor will ensure their team and shift is scheduled to provide adequate Analysts for quality service. The Supervisor is accountable for the daily administration of Service Desk operations thereby ensuring Service Level Objectives (SLOs) are met or exceeded. He/she monitors the direct supervision of Analysts including performance appraisals, workload, scheduling, task completion, and is also responsible for fostering a positive team environment.
Supervising the Service Desk's overall performance. This will include daily monitoring of agreed upon service levels, making sure that all customer issues are resolved within satisfaction.
Scheduling of staff to ensure adequate coverage at all times in order to meet the department's service goals; approves requests for time off and manages schedules for coverage of absences and recommends staffing adjustments as necessary.
Supervises the team to ensure Service Levels are achieved or exceeded.
Monitors escalated ticket problems to ensure customer satisfaction.
Monitors customer service calls to ensure customer satisfaction goals are achieved.
Monitoring of CSR calls to make certain proper procedures and policies are followed, ensuring that quality support is provided to customers.
Monitors internal databases to ensure that customer issues are getting resolved in the appropriate time frames.
Ensures that any issues that cannot be resolved by the CSR are escalated to the appropriate group, and takes responsibility for learning what steps needed to be taken in order to resolve the issue, thereby increasing the overall Department's knowledge of troubleshooting.
Works with the Service Desk Manager and Trainer to develop and deliver technical and process related training modules.
Acts as a procedural resource for the team.
Ensures that Service Desk Analysts complete the minimum training curriculum to be placed in additional support queues.
Provide supplemental training and mentors Service Desk Analysts to perform their assigned functions.
Conducts employee appraisals, highlighting areas of achievement and areas for development.
Provides 24x7 supervision of the SJHS service desk in Orange/Anaheim CA, and provides backup to the Service Desk located in Lubbock TX. Is on-call for escalations as the need arises.
Knowledge / Skills / Abilities:
Prior working experience with Office 2003, ITSM tools& ITIL Fundamentals.
Strong oral and written communication skills
Excellent interpersonal and leadership skills
Ability to deal effectively with customers, staff and management
Excellent team building skills
A strong dedication to quality customer service
Strong analytical skills
Strong people motivating skills
A working knowledge of service delivery procedures
Strong knowledge of IT Service Management Systems
Strong knowledge of Microsoft Word and Excel
Strong knowledge with a Process Flow documentation tool (Visio)
Excellent problem solving skills and inherent decision-making ability
A good working knowledge of the day-to-day operating environment, available tools, operating techniques and customer applications
Thorough knowledge of company operations so that the Service Desk can demonstrate that they understand their customer
Treats all information and data within the scope of the position with appropriate confidentiality and security
Cooperates fully in all risk management activities and investigations.
Minimum Position Qualifications:
College diploma or university degree in the field of computer science, computer information systems, or computer engineering, or equivalent work experience
Minimum of 4 years of ServiceDesk supervisory experience in a large, enterprise environment with direct supervisory responsibility with at least 15 employees and a ‘client’ base of at least 5,000 users. Practical experience with current Service Desk tools (ACD, PMS, Report Writers).
License / Certification:
ITIL Fundamentals v2 or v3, Help Desk Institute Service Desk Management. Maintaining certifications deemed necessary by the Director of Customer Care will be an ongoing requirement of the position
St. Joseph Health (SJH) is an integrated healthcare delivery system sponsored by the St. Joseph Health Ministry and organized into three regions: Northern California, Southern California, West Texas/Eastern New Mexico.
SJH provides a full range of care from facilities including 14 acute care hospitals, home health agencies, hospice care, outpatient services, skilled nursing facilities, community clinics, and physician organizations. SJH maintains a 'continuum of care,' matched to the diverse needs of the urban centers, smaller cities and rural communities in three states. For the third year in a row in 2009, the Gallup Organization awarded St. Joseph Health its highest honor - the Great Workplace Award. SJH provides exceptional benefits, opportunities for advancement and relocation within the system.
St. Joseph Health is comprised of four core values: Service, Excellence, Dignity, and Justice are the guiding principles of all we do.
Excellent compensation program and benefits provided. SJH is an EEO/AA Employer.
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St. Joseph Health - 20 months ago
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St. Joseph Health (SJH) is an integrated healthcare delivery system sponsored by the St. Joseph Health Ministry and organized into three...