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IT Help Desk Supervisor
2 months ago
USA Health is Transforming Medicine along the Gulf Coast to care for the unique needs of our community.
USA Health is changing how medical care, education and research impact the health of people who live in Mobile and the surrounding area. Our team of doctors, advanced care providers, nurses, therapists and researchers provide the region's most advanced medicine at multiple facilities, campuses, clinics and classrooms. We offer patients convenient access to innovative treatments and advancements that improve the health and overall wellbeing of our community.
Responsibilities
The purpose of the IT Help Desk Supervisor is to be responsible for leading the IT Help Desk team to provide excellent customer service; functions as amember of the IT Help Desk team including taking calls, supervising calls, and providing support to the team members; ensures customer service is timely and accurate, striving for first call resolution, in all interactions; recruits and trains new IT Help Desk team members; sets and upholds customer service standards; contributes to improving customer service and end user support by actively responding to queries and handling complaints; establishs, documents and trains on best practices through the entire technical support process; ensures all documentation used to support the functions and personnel of the IT Help Desk is clear, concise, up-to-date, and published to the Help Desk Knowledge Base on Sharepoint, or other designated application; provides follow-up with end users to ensure their issue(s) were resolved and identify areas of improvement; develops daily, weekly and monthly reports on help desk team's productivity; provides customer feedback to the appropriate IT teams; conducts quality assurance reviews on IT Help Desk team member's call recordings; ceates and publishes the IT Help Desk staff schedule to include coverage 24 hours a day, 7 days a week, 365 days a year; regular and prompt attendance; ability to work schedule as defined and overtime as required; related duties as required.
Qualifications
Associate's degree from an accredited institution as approved and accepted by the University of South Alabama with a focus in IT and three years of IT experience, one year of which was in a supervisory capacity. Related IT Help Desk experience will substitute on a year-for-year basis for the required education. Education will substitute on a year-for-year basis for the required experience. Experience with electronic medical records in preferred.
Equal Employment Opportunity/Affirmative Action Employer
USA Health is an EO/AA employer and does not discriminate on the basis of race, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, religion, age, genetic information, disability, protected veteran status or any other applicable legally-protected basis.
