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Help Desk Supervisor
Denver Health
| Job Summary The Help Desk Supervisor ensures World Class customer service by providing direct Information Technology (IT) support to Denver Health (DH) staff, contractors, students, residents and patients (MyChart application support). The Help Desk Supervisor supervises the day-to-day operations of the DH Help Desk with 10-15 direct reports. They will work closely with the Help Desk Manager and other IT teams to create and maintain escalation procedures, routing entries, knowledgebase articles, and Service Levels Agreements (SLAs) within the Information Technology Service Management (ITSM) tool. Assists with auditing Help Desk employee's performance and the quality of calls, ticket handling, documentation and any training requirements. This position assists with the supervision of a 24x7x365 support teams such, the supervisor must be flexible with work hours. Rotation of shifts can include evenings, overnights and weekends to meet business needs and participates in management team on-call rotation.
Responsibilities * Monitor and manage help desk queue* Assists with ticket triage and handling calls when necessary* Sets expectations and coaches' staff to meet desired results* Develops skills of entry level staff for career progression* Performs annual review of direct reports* Assist manager with technical/managerial conferences to liaise the Help Desk and other IT teams during downtimes* Identify service trends and proactively drive ticket volume and client issues down* Handle escalations of dissatisfied customers* Provide Tier 1 and 2 support for applications, phones, computers and peripherals* Provide strong technical guidance to staff in troubleshooting, efficient resolution and act as a technical escalation asneeded to help resolve client support issues* Screens candidates and facilitates interviews* Coordinate training and orientation of new employees* Manage staff scheduling and timecardsCreates and manages reports related to ITSM and call volume* Identify areas of improvement for IT service delivery, along with the ability to strategically plan and manage these ideasto fruition.Other duties as assigned
Knowledge, Skills & Abilities * Excellent communication and interpersonal skills including the ability to work effectively with technical and non-technicalstaff* Communicate clearly and concisely* Outstanding interpersonal relationship building and employee coaching and development skills* Management experience in a team-oriented fast paced workplace preferred* Demonstrated ability to serve as a knowledgeable resource to the team that provides leadership and direction* Skilled in world class customer service delivery* Manage personal stress and know your limits to recognize when to ask for help* Service-oriented mentality - Actively looking for ways to help people; take initiative and be proactive required* Able to manage multiple conflicting priorities, reprioritize tasks, establish priorities, work independently and meet deadlines.* Demonstrated ability to multi-task, probe, analyze and problem-solve complex issues and make decisions.* An aptitude for (and interest in) learning new and evolving technology required* Recent experience creating processes and procedures to document Knowledge Content for Help Desk / Support Teams* Ability to maintain information in confidence and exercise good judgmentComputers and Technology* Broad understanding of operating systems, hardware platforms, data center operations, telecommunications, security andstorage technologies* An understanding of computer operations including OS installation, application installation, and hardware repair and set-up* Intermediate in the following IT applications.a. Microsoft Office Suite with a heavy emphasis on Microsoft Excel and Outlookb. Incident Management Software (Cherwell, BMC Remedy, Service Now, JIRA)c. Cisco Finesse and CUIC Reportingd. Call recording softwaree. Microsoft SharePoint 2013 or higherf. Microsoft Windows 7 and 10
Education * Associate's Degree (Required) Concentration in Information Systems, Business Administration, Healthcare or other related field preferred* Bachelor's degree preferred * 5 Years of IT Help Desk or similar IT Support experience required
Credentials * CompTIA A+* One proctored IT certification (CompTIA A+, Microsoft MCSA, Cisco CCNA, etc.) required.s * All Certifications required for this job must be obtained and kept current as a condition of continued employment.
Location Shift Work Type Pay Range Minimum: 76,043.04 Midpoint: 95,053.80 Maximum: 114,065.58 All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.
Denver Health is an integrated, efficient, high-quality academic health care system that is considered a model for the nation. The Denver Health system includes the Rocky Mountain Regional Level I Trauma Center, a 525-bed acute care medical center, Denver's 911 emergency medical response system, 8 family health centers, 15 school-based health centers, the Rocky Mountain Poison and Drug Center, the Denver Public Health Department, an HMO, and The Denver Health Foundation. As Colorado's primary safety net institution, Denver Health is a mission-driven organization that has provided more than $3.3 billion in care for the uninsured in the last ten years. Denver Health is a leader in performance and quality improvements and remains financially secure, in part, due to its nationally recognized implementation of lean principles in healthcare. Denver Health is a major resource to the community, serving approximately 185,000 individuals and 67,000 children a year. Located just south of downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer. We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE). "Denver Health is committed to provide equal treatment and equal employment opportunities to all applicants and employees. Denver Health is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class."
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