Service Desk Supervisor

OneOncology is positioning community oncologists to drive the future of cancer care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer. Our team is bringing together leaders to the market place to help drive OneOncology's mission and vision.

Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of community oncologists and the patients they serve.

Job Description:

The Service Desk Supervisor will report to OneOncology's Director of IT Operations. This role will act as a quarterback and liaison for our technical support teams. The Service Desk Supervisor is tasked with assuring excellent IT service while being customer facing and must demonstrate unparalleled customer service. The Service Desk Supervisor will collaborate with and direct a team of technical experts, either remote or on-site, to satisfy client requests and issues. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and push for resolution from beginning to end. The Service Desk Supervisor will always keep building a team to scale in mind when making staffing and policy decisions.

Responsibilities

• Act as a liaison between our client and tier 3 support teams.
  

• Participate in timely client communication and tracking when emergency or escalated issues arise
  

• Maintain and contribute to documentation in ServiceNow.
  

• Directs team activities, lead, and manages team members
  

• Mentoring your team, providing training, and conducting performance evaluations
  

• Successfully follow protocols, core processes and policies as outlined and presented by leadership via email, training materials and team meetings
  

• Operations of the day-to-day components of the Service Desk. This includes, but is not limited to, trouble ticket resolution, technical customer service, and response to other items related to technology operations.
  

• Proactively raise flags to the rest of the IT team on potentially wider issues by keeping a pulse on incoming issues and trending site topics.
  

• Responds to and resolves requests for assistance with computer systems and provides superior customer support experience for users.
  

• Logs and tracks problems; proactively maintains problem tracking databases as part of the problem resolution process.
  

• Trouble-shoot and escalate customer issues for which tier 1 and tier 2 Service Desk is unable to resolve.
  

• Be the senior most technical resource on the Service Desk.
  

• Determines appropriate technical area or vendor to resolve problems and coordinate with other technical areas as needed.
  

• Partners with product owners to ensure root cause analyses and elimination of service disruptions.
  

• Provide feedback and updates to customers and other appropriate teammates from start through resolution of enterprise-wide technology issues.
  

• Ensures service support processes, procedures, SLA's, performance metrics and service quality align with and exceed customer expectations.
  

• Helps to plan, test, and implement platform upgrades and maintenance in partnership with product owners.
  

• Define and implement continuous improvements to the service platform while identifying opportunities to leverage automation.
  

• Create standards and procedures to support service desk platforms and processes.
  

• Build and maintain KPI measurements and reports to monitor service desk performance
  

• Constantly be aware of the overall team's queue hygiene to address achieving peak SLA adherence and customer satisfaction.
  

• Participation in on-call support
  

• Occasional travel, when required.
  

• Other duties as assigned to help drive our mission of improving the lives of everyone living with cancer.
  

• Knowledge and understanding of best practices for service delivery.
  

• An ability to think critically about systems and adjust as needed.
  

• Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
  

• Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment
  

• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  

• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the Service Desk
  

• Desire to lead and mentor technicians. This includes coaching, regular feedback, and career pathing.
  

• An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
  

• Strong knowledge of hardware, software, and network troubleshooting
  

• Strong project management tracking skills
  

• Able to successfully multitask and prioritize service issues while working under pressure
  

• Experience with remote management of client computers and servers
  

• Strong knowledge for performing:
  

• Active Directory and Exchange user and group maintenance tasks
  

• Virtual Environment Management of Exchange 2010-2019/O365, SQL server management and understanding of various Microsoft Server products (Hyper-V, VMWare, Remote Desktop Services, etc.)
  

• Bachelor's degree in information systems or healthcare related field is preferred
  

• 4 - 5 years of experience in technology, service desk, and/or helpdesk
  

• Healthcare related experience a plus
  

• Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted