Supervisor HIT Service Desk REMOTE
Advocate Aurora Health
Department:
Status:
Benefits Eligible:
Hours Per Week:
Schedule Details/Additional Information:
The Service Desk operates 24/7/365. This shift will mainly be Monday - Friday 1st shift hours. However the candidate may be asked to cover evenings, weekends, and holidays. They will also be asked to be in an on-call rotation during the evenings, weekends, and holidays.
Pay Range
$34.90 - $52.35MAJOR RESPONSIBILITIES
- Identifies appropriate Key Performance indicators (KPIs). Establishes SLA improvement targets and monitors progress, adjusting as needed. Reviews industry best practices and makes recommendations for improvement to leadership. Supports and promotes the efficiency and effectiveness of IT services and processes, ensuring associated technology is operating as designed to meet the defined system level agreements (SLAs) through collaboration with other IT teams.
- Supports the management of and delivery of cross departmental projects. Ensures appropriate changes are effectively communicated to the team.
- Works closely with IT teams in supporting and implementation to ensure IT services are maintained in a manner resulting in high availability and reliability. Recommends technology improvements as part of the operations strategy and remains current on the latest technology and industry trends.
- Proactively reviews trends to determine if underlying problems exist, with the goal of resolution prior to a significant event. Promotes continuous improvements to service management processes using industry accepted methodologies.
- Monitors current Service Desk workforce management to ensure appropriate coverage is available for growth and future business needs.
- Maintains and enhances a strong service-oriented environment for all customers, focused on availability and efficient problem resolution.
- Supervises staff necessary to provide IT services and support.
- Performs Human Resources responsibilities for teammates which includes performance coaching and reviews, promoting team morale, recommending hiring, compensation changes, promotions, corrective actions, and terminations.
- Responsible for understanding and adhering to the organization’s Code of Ethical Conduct and for ensuring that personal actions, and the actions of teams supervised comply with policies, regulations, and laws applicable to the business.
MINIMUM EDUCATION AND EXPERIENCE REQUIRED
Level of Education: Bachelor’s degree in Business, Information Technology, or related field preferred.
Years of Experience: Typically requires 4 years of experience in IT with 1-2 years of supervisory or lead experience.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES (KSA)
- IT technical support experience with extensive customer support skills in a complex IT environment.
- Proficiency in MS Office Suite, or experience with similar products.
- Excellent verbal and written communication skills and the demonstrated ability to communicate well with all levels of the organization.
- Broad understanding of tools and technologies from end user devices through database management system.
- Proven experience working in a team oriented collaborative environment.
- Demonstrated experience in developing processes and documents to ensure quality delivery of services.
- Excellent organizational, analytical, and interpersonal skills.
- Clear and strong understanding of customer service requirements and skills.
- Highly organized with the ability to direct multiple activities simultaneously.
- Self-motivated, able to work independently to complete tasks and respond to departmental requests and to collaborate with others to utilize their resources and knowledge to identify high quality solutions.
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS
- Exposed to normal office environment.
- Position may require travel; may be exposed to road and weather hazards.
- Must be able to maintain high performance and work independently in a remote scenario.
- Operates all equipment necessary to perform the job.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
Our Commitment to You:
Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
Compensation
- Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
- Premium pay such as shift, on call, and more based on a teammate's job
- Incentive pay for select positions
- Opportunity for annual increases based on performance
Benefits and more
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
About Advocate Health
Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.