IT Service Desk Supervisor
San Diego, CA

Job Description

Position Summary:

The IT Service Desk Supervisor is responsible for ensuring high quality, consistent technical customer support, and ensuring technical support service levels are being met or exceeded. Will work with the Director of IT Infrastructure to implement and maintain "ITIL" procedures and best practices to ensure high customer satisfaction and positive support outcomes by meeting or exceeding Service Level Agreements (SLAs). The IT Service Desk Supervisor will be responsible for development and updating of SLAs, KPIs (Key Performance Indicators) and IT Service Desk Standard Operating Procedures and metrics.

This role will supervise the lifecycle of incidents within the IT Service Desk ticketing system and all tasks associated with change management in the IT Service Desk. This includes ensuring that tickets are generated, priorities are assigned, status is communicated, escalations occur where necessary, adhere to SLAs, provide resolutions, ongoing process improvement and suggest solutions for inclusion in Solutions Knowledge Base.

Essential Functions of the Job:

1. Oversee 100% of the requests, incidents and problems. Leads and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.

2. Ensure adequate communications for all service disruptions are handled according to ITIL best practices and internal policies/procedures. Lead and supervise process for communicating outage/emergency activities to the organization.

3. Ensure the IT Service Desk offers Self-Service tools to improve efficiency and customer service.

4. Ensure the IT Service Desk is knowledge-centered. Monitor IT Service Desk activity to ensure a structured and efficient approach to utilizing the IT Service Desk knowledgebase.

5. Coach and mentor the IT Support Specialists. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.

6. Provide data and reporting of productivity metrics and trends to IT Director and others weekly, monthly and as needed. Will develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT.

7. Work closely with the IT Inventory Specialist to manage IT assets. Ensure IT equipment and software is quickly deployed.

8. Work closely with other IT areas (IT Operations, EPMO, Applications, Data Analytics, and Training) to implement new technology in accordance with change management best practices.

9. Monitor phone queue (participating in escalated calls as needed).

10. Oversee Solutions repository and ensure top quality solutions are available to staff. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise Director of IT on situations that may require additional client support or escalation.

11. Review survey feedback to improve services, tools and support experience. Keep confidential all company proprietary information.

12. Supervise IT Service Desk processes and personnel to ensure compliance with all regulatory requirements (HIPAA, HITECH) at SYHealth.

13. Provide input on all Information Technology internal policies.

14. Responsible for ensuring all required hours of operation are adequately staffed to ensure defined SLAs are met.

15. Strong general technical support knowledge to support all applications and systems within SYHealth.

16. Training of new service desk team members.

17. Assist in IT projects as needed.

18. Performs other duties as assigned

Job Requirements:

Required Experience:

* 7+ years' experience within Information Technology
* 3+ years' experience leading help desk or service desk operations
* Strong understanding of ITIL best practices
* Strong understanding of ticketing systems tools - Service Catalog, Reporting, Ticket Management
* Strong understanding of IT Service Desk metrics
* Demonstrated ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines

Preferred Experience:

* Experience providing IT Support in a healthcare
* Electronic Health Record/Electronic Medical Record support experience
* Phone system administration for an IT Call center

Preferred Certifications and Education:

* B.S. in Computer Science, B.S. in Business Administration, Information Systems
* ITIL Certification
* Microsoft Certifications - MCSE, MCSA, MCP
* CompTIA Certifications -Network+, Security+,

Specific Technical Skills:

* Microsoft products: Windows, Office
* ITIL Ticketing System
* Enterprise phone system
* Antivirus Software
* Imaging software
* Asset management software
* Enterprise phone system
* MDM Mobile Data Management

Supervisory Experience: A minimum of 3 years leading a helpdesk or service desk

Working Traits:

* Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.
* Attention to detail.
* Creative thinking and problem solving.
* Ability to capture and communicate the context of a situation.
* Excellent oral and written communication skills, with focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person and in writing.
* Ability to work both independently and as a team member.
* Ability to dig into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
* Ability to work on multiple assignments with minimal supervision.
* Accomplish the quality and quantity of work expected within set limits of cost and time
* Plan own work; carry out assignments and capacity to "see the job through."
* Communicate with others effectively both orally and in writing in working out solutions to problems or questions relating to the work
* Exemplifies and promotes the department's four key success factors: Positivity, Ownership, Efficiency and Transparency, when working with both internal and external customers

About Us

San Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality, compassionate, accessible and affordable healthcare services for the entire family.

The organization was founded by seven women in search of medical services for their families and community. Almost 50 years later, San Ysidro Health now provides innovative care to over 92,000 patients through a vast and integrated network of 34 program sites across the county. San Ysidro Health could not serve our patients without the dedication of our passionate and hardworking employees.

Apply today and become a part of our mission-driven team!

San Ysidro Health has a long-standing commitment to equal employment opportunity for all applicants for employment. Employment decisions including, but not limited to, those such as employee selection, performance evaluation, administration of benefits, working conditions, employee programs, transfers, position changes, training, disciplinary action, compensation, and separations are made without regard to reace, color, religion (including religious dress and grooming), creed, national origin, nationality, citizenship status, domestic partnership status, ancestry, gender, affectional or sexual orientation, gender identity or expression, marital status, civil union status, family status, age, mental or physical disability (including AIDS or HIV-related status), atypical heredity cellular or blood trait of an individual, genetic information or refusal to submit to a genetic test or make available the results of a genetic test, military status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Other details

* Pay Type Hourly
* 1601 Precision Park Lane -California, San Diego, California, United States of America