Supervisor, Help Desk

Description

GI Alliance is seeking an experienced Help Desk Supervisor.

Duties of this position include, but are not limited to, the following:

Position purpose

The Technical Service Supervisor will lead, provide mentorship, and guidance to the local IT support team and serve as the local IT subject matter expert on endpoint peripherals, telephony, and network related issues. This leader will also manage the day-to-day service support workflow for the local region and assist in tasks/ challenges related to Divisional operations as needed. The Technical Service Supervisor will also serve as the escalation path for issues related from the IT Support Specialists and Office Managers.

Responsibilities/Duties/Functions/Tasks

• Provide daily workload management which includes monitoring call queue, ticket queue, teams chat queue, prioritization of support tickets, providing remote support, and ensuring work is distributed evenly and completed in a timely fashion according to SLA’s.
• Develop work processes that increase the level of productivity, enhance communication, monitor the level of service delivery, and determine areas of improvement.
• Assist in the development of technical documentation (procedures/processes) and team schedule.
• Approve and monitor employee timecards, schedule adherence, and attendance.
• Maintain KPIs such as SLA’s and call stats.
• Evaluate critical issues and escalations to the appropriate technical teams.
• Update IT Director on critical issues and trends impacting the local Service Desk team.
• Communicate with clinic Office Managers concerning resolution of IT issues and provide notification of outages, updates, or scheduled maintenance.
• Respond, communicate, and report suspicious cybersecurity related issues to the appropriate technical team.
• Support incident response/disaster recovery activities related to information systems.
• Ensure users receive support to resolve issues and provide solutions to repetitive issues.
• Ensure endpoints deployed meet hardware, software, and security standards during deployment.
• Collaborate with local vendors during telco upgrades and installations.
• Coordinate work activities and assign duties on a project basis.
• Other duties as assigned by management.
  
  

Qualifications

Qualifications

Education/Certifications

• High school diploma or general education degree (GED)
• CompTIA A+, CompTIA N+, CCNA.
• Preferred, diploma from college or vocational school, or equivalence of education and work experience.
• Preferred ITIL 4, Cloud+
  
  

Experience

• Minimum of 2 years of leadership/supervisory experience.
• Minimum of 3-5 years of service desk/help desk experience.
• Experience with ITSM and ITIL.
• 2-4 years MS Office, O365, and Azure AD experience.
• Strong knowledge of PC/MAC environments, including hardware, software, and printers.
• Experience working with clinical staff is preferred.
• Experience or knowledge of end user peripheral imaging
  
  

Additional Qualifications

• Experience with ITSM solutions such as Spiceworks, SolarWinds, ServiceNow, etc.
• Excellent interpersonal skills
• Any two-factor authentication tool experience
• Any VPN service experience
• Telephony Software (any phone system support experience)
• Remote software (remote login and troubleshooting experience)
• Proven ability to diagnose, resolve, and document technical support issues.
• Strong written and verbal communications skills.
• Positive, customer-centric approach.
• Must have valid driver’s license and auto insurance, own transportation.
  
  

Performance Requirements

• Excellent communication skills, both written and verbal.
• Self-managed or need little supervision.
• Persistence in staying on task to solve technical problems.
• Flexibility and initiative.
• Accountability for individual and team schedule and reporting on activities
  
  

Work Environment: This job operates in mostly professional office environments, although some clinical settings as well.

Mental/Physical Requirements: Must be able to lift 30 pounds of supplies. Occasional stress from dealing with staff and patients.

Work Environment: This job operates in professional office environments.

Physical Requirements: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

GI Alliance is an Equal Opportunity Employer. We are committed to creating an inclusive, welcoming, and equitable work environment. Our company values and celebrates the diversity of our physicians, staff and patients. We firmly believe our service is greatly enriched by our diversity of thought, experience, perspective, culture, and background.

Please Note: All job offers are contingent on the successful completion of pre-employment criminal history check.

NOTE: ALL APPLICATIONS MUST BE COMPLETED IN FULL FOR CONSIDERATION.

No phone calls or agencies, please.

EEO/AA-M/F/disabled/protected veteran