at NorthShore University Health System in Warrenville, Illinois, United States
Job Description
Position Highlights:
Position: Supervisor, Service Desk
Location: 4201 Winfield Road, Warrenville IL
Full Time
Hours: 8:00am - 4:30pm
Hybrid Schedule
Job Summary
As a Supervisor of the Service Desk at Endeavor Health, you will be responsible for leading the development, testing, configuration, optimization, and implementation services of solutions specific to areas of responsibility. In this role, you will be responsible for the full life cycle management, from strategic planning, development, and maintenance to the launch of solutions and platforms. You will be responsible for identifying opportunities with the goal of reducing manual efforts, contributing to growth of the organization, promotion of patient and user experience and creating innovative solutions with operations. You will be developing and fostering strong working relationships with key stakeholders to align technology solutions to the goals of the system. Additionally, you will be responsible for promoting the consistent use of available tools, techniques, workflows, and platforms.
To be successful in this role, you will be expected to remain updated on the latest solutions and technologies and advocate for the adoption of industry best practices.
What you will do:
Assists with driving end-to-end activities for the assigned solutions portfolio and developing and leading teams for high performance outcomes.
Assists with providing direction for solution implementation, testing, support, and deployment, technical and workflow guidance.
Establishes relationships with domain leaders to understand strategic business needs and user needs; identifies business requirements to guide specifications for ease of business operations.
Participate in governance committees to collaborate with key stakeholders about priority and workload.
Develops strong partnerships with other fellow leaders to identify synergies and opportunities for improvement.
Collaborates with vendors to ensure systems and solutions are achieving or exceeding the needs of Endeavor Health.
Contributes to activities such as: Capital and Operating budgets, policy and procedure development and maintenance, talent management and acquisition, sustaining relationships with operational stakeholders,
Remains updated on latest technologies available in the market and promotes the implementation of relevant technologies. Participates in industry related organizations, such as HIMSS, CHIME, Epic UGM / XGM, VMWare World, as appropriate.
Collaborate and actively participate across functional components led by other leaders, ensuring overlaps and touch points are seamless, effective, efficient and achieve measurable outcomes.
Interviews, hires, orients, trains, evaluates the performances of and, when necessary, disciplines and/or discharges department personnel. Provides direction, as necessary, to staff regarding sensitive and/or complex work, related problems, resolves complaints and responds to inquiries regarding department operations. Works with manager to create and implement Service Desk performance objectives and defines competencies of Service Desk roles.
Oversees all requests and incidents. Supervises and coordinates Service Desk response to urgent and complicated support issues. Acts as escalation point for all requests and incidents. Communicate appropriately throughout the organization.
Produces reports for Service Desk metrics. Plans, schedules, and determines work priorities of subordinate personnel, ensuring accuracy and timely availability of reports produced. Works with manager to create, implement and communicate Service Desk metrics to ensure the timely resolution of issues.
Responsible for downtime communications and Major Incident Response procedures.
Implements department policies and procedures in order to achieve agreed-upon goals. Oversees maintenance of logs, records and/or trouble tickets and prepares periodic reports. Ensures that all phases of Service Desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
Collaborates with Systems Support team, Applications team, Technical Engineering team, Network team, Telecommunication team and Training team in preparing Service Desk to address issues concerning new programs, systems or hardware, and upgrades to programs, systems, or hardware.
Maintains knowledge base articles in order to assist Service Desk staff in resolving issues quickly and efficiently.
What you will need:
Minimum Education Level
Associate degree or equivalent work experience.
Level of Education Preferred
Bachelor's degree in computer science, or information systems.
Minimum Licensure Requirements
Licenses specific to portfolio of responsibility - none
Minimum Work Experience
One (1) or more years of... For full info follow application link.
EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.
