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Service Desk Supervisor
AdventHealthAltamonte Springs, FL, United States5 days ago
Job type
- Full-time
Job descriptionSupervises, coaches, trains and leads the Service Desk Analysts so they are fully engaged with departmental objectives and are committed to working efficiently toward continuous improvement and service excellence. Screens the qualifications and experience of applicants, interviews candidates and makes primary recommendations to hiring Manager. Supervises and performs coaching, ongoing education, performance appraisals, counseling and general management of assigned Service Desk Analysts. Provides promotion recommendations to Manager. Proven ability to multitask, establish partnerships across teams, and proactively address issues and opportunities for improvement in a fast paced, high volume environment to ensure that priority issues are appropriately assigned and necessary resources are engaged. Participates in Service Desk Leadership on-call rotation and interprets company policies as they relate to incident management and communications. Records problems / concerns, establishes acuity level and does follow-up as necessary on reported incidents including escalation of problem / concern with the authority to bypass the standard escalation path as necessary. Ensures that major technical, system or application issues (planned and unplanned) are appropriately addressed and communicated. Provides positive impact to Service Desk operational strategies by conducting needs assessments, capacity planning, and cost / benefit analysis related to staffing and scheduling trends, identifying and defining productivity, quality, and customer service standards by contributing information and analysis to departmental strategic plans and reviews. Participates in key cross-functional team meetings to provide information on Service Desk processes and serves as an area expert on issues which affect the quality and level of service provided to the customer. Serves as Major Incident Manager in accordance with IT Service Management Guidelines. Identify, design, implement and communicate process changes in order to improve productivity or employee satisfaction. Adhere to IT Service Management policy and procedures for all in scope process areas. Adhere to IT Service Management policy and procedures for all in scope process areas. Serves as process owner for the Service Desk disciplines : Training, Quality Assurance, Productivity, and Employee Development. Serves as Quality Monitor and evaluates required allotment of calls prior to the monthly due date. Creates and maintains Service Desk knowledge documentation. Manages Service Desk daily productivity, projects and workload balance of incoming calls and request forms to ensure that reported issues are processed to meet and / or exceed department goals in accordance with Service Level and Organizational Level Agreements. Ensures compliance with corporate and departmental policies and guidelines, i.e., Attendance, Code of Conduct, and Disciplinary Guidelines. Identifies areas of opportunity through customer feedback, interaction with resolution teams, support trends and productivity analysis to positively influence support strategy, team performance and service improvement.
All the benefits and perks you need for you and your family :
- Benefits from Day One
- Career Development
- Whole Person Wellbeing Resources
- Mental Health Resources and Support
Our promise to you :
Joining AdventHealth is about being part
of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Job Location : Altamonte Springs, Fl
Shift : Full-Time, Night / Mid Shift’s
The role you will contribute :
The Service Desk Supervisor, under the general direction of the Service Desk Manager, ensures Level One Contact Center support for all AIT supported systems, applications, and equipment. They also provide leadership, coaching, managerial, technical, procedural, and process related assistance to the members of the Service Desk Team during their assigned shift.
The value you will bring to the team :
Secondary Responsibilities :
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Service Desk • Altamonte Springs, FL, United States
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