Supervisor, Service Desk

The Job/What You'll Do:

The purpose of this role is to provide leadership to manage, monitor, and maintain Solari Service Desk services and technical staff, focusing on end-user and applications support. In partnership with the Manager of End User Support, this role directly oversees help desk ticketing and technology support for Solari staff. This role will also focus on planning, coordinating, and designing technology-related services for the organization and providing administrative direction and support to ensure smooth and seamless daily technical operations for the helpdesk and IT specialists.

Responsibilities:

• Manage 24/7/365 helpdesk operations, including SLA management, escalation support for IT Specialists, adherence to Solari policies, and reprioritization of emergent incidents.
• Perform active leadership and general support during peak business hours.
• Benchmark, analyze, report on, and make recommendations for the improvement and growth of the Technology infrastructure and systems.
• Direct research on potential technology solutions in support of procurement efforts.
• Keep current with the latest technologies, particularly those in healthcare.
• Assist management with all Technology vendors and respective service level agreements.
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all end-user systems.
• Oversee provisioning of end-user accounts and services (EHR, Telecom tech, MSFT Entra, AD on-prem, Exchange (both on-prem and cloud), O365, etc.)
• Practice asset management for all hardware, software, and equipment.
• Manage Technology Support staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions including the ability to mentor IT staff on how to take ownership of the helpdesk ticketing system, company policy and procedures, and train staff on company-specific software tools.
• Oversee system imaging processes, including management of tools and images, new hire onboarding equipment distribution, and termination practices.

Developing and Leading Employees

• Makes work assignments and provides the appropriate level of direction.
• Provides critical feedback to employees around areas of development for increased performance.
• Sets and evaluates clear and collaborative individual performance goals for employees.
• Provides regular individual supervision and performance feedback to employees.
• Coaches and provides mentoring for employee development around professional interests and career goals using company-provided resources; follows up on progress and milestones.
• Complete meaningful Performance Reviews for all employees and submit them as required.

Knowledge, Skills, Abilities:

• Excellent communication skills

• Team-oriented, collaborative style

• Ability to conduct research and present information in user-friendly language

• Perform general mathematical calculations for creating business cases and budgets.

• Process-oriented mindset.

• Proven analytical, evaluative, and problem-solving abilities.

• Customer-service focused.

• Rotational on-call availability.

• Ability to work in a fast-moving environment multi-task and adapt quickly to change while demonstrating our values of Compassion, Effort, and Ownership.

• Ability to act professionally and maintain appropriate boundaries with clients and staff.

• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.

• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional, and leadership growth.

Education & Experience:

• 5-8 years of prior helpdesk leadership experience required.
  • Specifications: Prior experience with deployment, monitoring, maintenance, development, upgrades, and/or support of IT systems, including Microsoft Active Directory, Microsoft Azure/Entra, Microsoft Windows 10/11, Office365, Desktop PCs, Laptops, and associated peripherals strongly preferred. Prior help desk leadership experience is required.
• At least one of the following certifications is required: A+, Network+, Sec+,
  • Preferred: Project Management (PMP), Healthcare IT (CPHIMS), or IT auditing (CISA), VMWare Certified Professional (VCP).
• An Associate's in Computer Science, Information Systems, or a related field is preferred.

Work Environment and Conditions:

While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25-50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak.