Service Desk Supervisor

Thank you for considering a career at Bon Secours Mercy Health!

Job Title:

Supervisor, Service Desk

Reports to:

Manager, Service Desk

# Direct reports:

10-15

Summary of Primary Function/General Purpose of Position (2-3 sentences)

The Service Desk Supervisor is responsible for leading and motivating the Service Desk Team to deliver outstanding technical and non-technical support in a manner that is both timely and satisfying to our end user community. This includes the standardization and management of procedures related to the categorization, prioritization, and resolution of end user calls to the support center.

Essential Job Functions

Essential Functions (7-10) Statements - List the essential functions of the job. Essential functions are the reasons a job exists.

Coordinates day-to-day tasks/activities in the call center to ensure first call resolution (FCR) and quality Customer Service

Manage workstations and phone systems required by all team members both internal and work from home systems

Configure and improve call distribution and call flow needed to collect, track, and manage incidents and service requests

Monitor incoming support calls to provide problem solving, information for scorecards, reports on statistics and recommend changes to management

Identify, escalate (e.g., Level 2 and Level 3 escalation), manage Incident Resolution and Close Incidents and Service Requests

Provide technical staff and End Users with training related to the implementation of new products and Services per requirements

Ensuring the staff’s ability to resolve incidents on the first call in accordance with the Procedures Manual, knowledge database documents, and configuration database(s)

Assist the team with diagnosing and resolving incidents; employ desktop remote-control capability with user’s approval and disconnect when complete. Where possible, implement appropriate corrective actions for known errors (e.g., workarounds for known unresolved Problems)

Manage team to document solutions used to resolved incidents in our centralized knowledgebase. Accurately update all information pertinent to trouble ticket including general verbiage, codes, etc.

Develop, review, and document updates to current  Call Center  processes and policies

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.

Patient Population

The following must be included in all position descriptions that involve direct or indirect patient care.  This is a JCAHO requirement.  Also select  the age of the patient population served:

☐

Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit.  

☐

Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.

☐

Neonates (0-4 weeks)

☐

Adolescents (13-17 years)

☐

Infant (1-12 months)

☐

Adults (18-64 years).

☐

Pediatrics (1-12 years)

☐

Geriatrics (65 years and older)

☐

Not applicable to this position.

Employment Qualifications

Education Qualifications - List the minimum education, training, and experience required to perform the essential functions of the position. 

Required Minimum Education:

Specialty/Major

Preferred Education

College (4-year) Degree

Specialty/Major

Information Systems and/or equivalent work experience

Licensing/ Certification -

Licensure/Certification Required

n/a

Licensure/Certification Preferred

HDI, ITIL,

Minimum Qualifications

Minimum Years and Type of Experience

3+ years of experience within an enterprise Service Desk environment

Other Knowledge, Skills and Abilities Required

Exceptional oral and written communication and negotiation skills as well as proposal writing skills and experience; Has significant and demonstrated technical background in help desk/service desk management; Responsible for achieving team level SLAs and supporting Key Performance Integrators (KPIs);

Other Knowledge, Skills and Abilities Preferred

Coordinates work activities with other supervisors and peers; Identifies and resolves operational problems using defined processes, expertise and judgment; Coaches, trains, mentors service desk staff; Implement innovative and qualified staffing and scheduling models for guaranteed coverage, including on-call scheduling and service delivery for 24x7x365 operations; Develop a customer care philosophy that ensures high customer satisfaction; Experience with ServiceNow preferred; ITIL certification a plus

Bon Secours Mercy Healthis an equal opportunity employer.

We’ll also reward your hard work with:

• Comprehensive, affordable medical, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• An employer-matched 403(b) for those who qualify
• Paid time off
• Educational Assistance
• And much more

Scheduled Weekly Hours:

Work Shift:

Department:

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com.