Reporting to the Director of Information Technology, the Supervisor of Helpdesk is responsible for managing all procedures related to resolving of IT incidents, including the intake, monitoring, and tracking of help desk tickets. This includes implementing help desk best practices and

ensuring a high level of customer service. The Supervisor of Helpdesk is also responsible for analyzing user support requests for potential opportunities to improve the end-user experience, allocate resources accordingly, and support implementations of new applications as well as upgrades to existing applications.

System Specific Duties and Responsibilities:

• Supervising daily operations of the IT help desk, including the triage, tracking, escalation, and resolution of help desk tickets in accordance with established service level agreements.
• Provides IT, application, and system support to end users as necessary.
• Creates and maintains training material, knowledge base, and documentation to enable end-user self-service.
• Performs root-cause analysis on user support requests and develops solutions to prevent identified issues from repeating.
• Supervises IT help desk and desktop support staff, including professional development and supporting them in carrying out their responsibilities.
• Tracks and reports on user support KPIs to ensure a high level of customer service and adherence to service level agreements.
• Develops and implements policies and procedures to enable consistent service levels and quick resolutions.
• Works with end users and leadership to analyze organizational hardware and software requirements.
• Identifies ways to improve workflow and customer satisfaction.
• Maintains current knowledge of organizational hardware, software, and networks, staying informed of developments and trends in the field.

Education:

• Bachelor's Degree in computer science or related IT field, or equivalent combination of education and experience is required.
• Relevant certification (ITIL, COBIT) is preferred.

Experience

• Five (5) years of experience in IT customer service support is required.
• Two (2) years of experience in IT supervisory role is preferred.
• Hospital or healthcare experience is preferred.

The kind of position-related experience includes:

• Knowledge and understanding of the integration of healthcare information systems.
• Knowledge of help desk operations, service management, and customer support.
• Knowledge of security and control frameworks, such as ITIL.
• Strong communication skills, written and verbal are required.
• Strong customer service and interpersonal skills.
• Ability to collaborate effectively and work as part of a team.
• Ability to develop and deliver training.
• Ability to communicate effectively about complex matters with others who have varying levels of education.
• Ability to work under pressure and on multiple projects at once.
• Ability to meet aggressive deadlines.
• Advanced skill level with MS Office.