SUMMARY: JOB SUMMARY Required - Working with the IT Service and Delivery Manger the Service Desk Supervisor plans, directs and evaluates the processes, functions, and personnel associated with NKCH Information Technology Service Desk operations to cover a 365/7/24 support operation. Responsibilities include managing and evaluating IT Service Desk effectiveness, identifying training and education needed for Service Desk staff, overseeing the administration and documentation of important IT ServiceDesk policies, procedures, processes and functions such as Service Level Management, Incident Management, Problem Management, Vendor/Service Provider Management, and Change Management. Responsible for providing Customer Service Quality Assurance by conducting follow-up calls to ensure all IT Service Desk Standard Operating Procedures were adhered to during Incident Management and Request Fulfillment activities. Will take part in the hiring, evaluation, and as necessary, counseling and/or discharge of IT Service Desk staff. Reports directly to the IT Service and Delivery Manager. EXPERIENCE: 3 to 5 years of experience in Information Technology, 1 to 3 years of experience in Information Technology supervision/management Healthcare experience desired. SPECIAL SKILLS: Knowledge of software and hardware terminology Implementation/Execution: You are good at organizing and managing multiple priorities and/or tasks by using appropriate methodologies and tools. Innovate: You introduce new ideas and processes which improve performance and productivity. Customer Service Orientation, able to work towards solutions Teamwork: Ability to work in a team environment contributing to a positive environment Time Management: Prioritize projects and tasks to meet deadlines as decided by IT Leadership. Leadership: Be able to lead by example in a positive light, providing insight and understanding to the rest of the team. LICENSE/CERT: Required: ITIL (Information Technology Infrastructure Library), CompTIA A + EDUCATION: , Preferred: Bachelors - Computer Science

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