IT Help Desk Supervisor

4 weeks ago

Dallas, Texas, United States Parkland Health and Hospital System Full time
Job Summary

We are seeking a highly skilled and experienced Help Desk Supervisor to join our team at Parkland Health and Hospital System. As a Help Desk Supervisor, you will be responsible for providing leadership, supervision, and technical support to our IT Help Desk team.

Key Responsibilities
  • Provide daily guidance and supervision to Service Desk staff, ensuring they have the necessary tools and resources to perform their duties effectively.
  • Select, train, schedule, motivate, develop, and supervise IT Help Desk Agents to ensure they have the skills and knowledge required to provide excellent technical support.
  • Create and maintain a service-oriented Service Desk culture, promoting a positive and supportive work environment.
  • Develop and manage the Service Desk team schedule, ensuring adequate coverage and minimizing downtime.
  • Evaluate, prioritize, and schedule Agents to ensure uninterrupted support to End-Users and meet service level objectives.
  • Actively monitor daily call center activity, directing staff activities to optimize availability and support inbound calls and self-service tickets.
  • Perform daily, weekly, and monthly reviews of the Service Desk's performance metrics, making corrective actions to optimize Service Desk performance.
  • Provide daily, weekly, and monthly reporting as defined by leadership.
  • Identify gaps in knowledge of supervised employees and work to further develop their knowledge and/or correct deficiencies.
  • Review and apply coaching methods to improve agent inbound call interaction, customer follow-up actions, and troubleshooting skills.
  • Evaluate employee performance and make recommendations for disciplinary actions up to and including termination.
  • Identify and analyze the design of jobs, work processes, workflows, etc. for the service desk, implementing appropriate changes to improve effectiveness, productivity, and efficiency.
  • Develop the IT Service Management Tool (ServiceNow) to complement Agent workflows and ensure proper routing of tickets and handling of tickets.
  • Collaborate with other departments in cross-functional activities and work towards solving incidents and improving workflows.
  • Act as escalation point for critical issues, major incidents, and facilitate a final resolution.
  • Participate in the Service Desk leader on-call rotation for after-hours and weekend coverage for Incident escalations.
Requirements
  • Bachelor's degree in Computer Science, Information Systems, Management Information Systems, or a related field.
  • At least 6 years of cumulative experience in help desk, desktop support, and/or technical engineering.
  • 2 years of experience with workforce management of a 24/7 IT Help Desk call center of 20 or more Agents.
  • Healthcare IT or a related environment preferred.
  • 2 years of supervisory experience in an IT Help Desk environment.
  • Experience with ServiceNow IT Service Management Tool preferred.
  • CompTIA A+ certification and ITIL Foundations certification preferred.
Preferred Qualifications
  • Proven skillset in Help Desk Quality Assurance and/or Training (content creation and delivery).
  • Outcome and solution-oriented with a high sense of urgency.
  • Expert-level knowledge of IT help desk environment, including troubleshooting protocols.
  • Knowledge of call center Monitoring Tools, such as call listening, chatroom, and call metric reporting tools.
  • Critical thinking, situational awareness, time management, and organizational skills.
  • Ability to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.
  • Excellent verbal and written communication skills.
  • Excellent presentation skills.
  • Effective leadership skills and techniques.
  • Ability to improve agent behavior and performance, using both an informal coaching process as well as a formal document/evaluation process.

Parkland Health and Hospital System is an equal opportunity employer and prohibits discrimination based on age, race, color, religion, sex, sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.

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