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Supervisor, Service Desk

1 month ago

Warrenville, United States Northshore Full time
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 experience in managing processes, applications, or systems in a healthcare setting or relevant related industries.
  • Zero (0) years of leadership experience as defined as essential to the role. Demonstrated excellent verbal and written communication skills essential.
Minimum Work Experience Preferred
  • Three (3) or more years of experience in managing processes, applications, or systems in an integrated healthcare delivery system or relevant related industries.
  • One (1) or more years of team leadership experience. Experience using portfolio of responsibility.
Knowledge and Skills
  • Demonstrates solid verbal and written communication skills.
  • Solid understanding of information processing fundamentals and best practices.
  • Ability to manage multiple projects with efficiency.
  • Solid domain knowledge and interpersonal skills.
  • Ability to plan, lead and implement initiatives.
  • Personal and ethical accountability.
  • Demonstrates analytical and critical thinking for problem solving / issue resolution.
  • A lean towards curiosity, out of the box thinking and innovative.
  • Focus on people and active engagement in recruitment and retention.
  • Experience in a 24x7 call center environment
  • Experience with Cisco Contact Center, Reporting, and Calabrio
  • Experience with ITSM ticket management platform
Benefits:
  • Career Pathways to Promote Professional Growth and Development
  • Various Medical, Dental, Pet and Vision options
  • Tuition Reimbursement
  • Free Parking
  • Wellness Program Savings Plan
  • Health Savings Account Options
  • Retirement Options with Company Match
  • Paid Time Off and Holiday Pay
  • Community Involvement Opportunities


Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.