Help Desk Supervisor

Help Desk Supervisor
Shawnee, KS

The Talmadge Group is one of the most rapidly growing Service Disabled Veteran Owned Small Businesses working with the Public Sector. We are looking for exceptional Information Technology Professionals to join our Team in working with our clients to grow their business and our economy. If you are interested in work that makes a difference then we want to speak with you as soon as possible.

Talmadge is interviewing for a Help Desk Supervisor with 4+ years supervisory experience. This is a full time position with one of Kansas City's fastest growing Healthcare corporations. They offer superior pay and benefits, flexible work hours and are known for their dedication to a work/life balance environment.

SKILLS AND EXPERIENCE:

- Experience in the maintenance, troubleshooting, and upgrading of computer equipment is required.
- Experience with Microsoft Office software.
- Experience with Microsoft operating systems.
- Prior experience as a Service Desk Supervisor in Service Desk/Help Desk environment.

CERTIFICATES, LICENSES, OR REGISTRATIONS: Microsoft Certified Windows 7, Configuring (70-680) or will obtain within first 6 months and Microsoft Certified Windows 7, Enterprise Desktop Support Technician (70-685) or will obtain within first 12 months

POSITION DESCRIPTION:

- Responsible to create, implement and track policies and procedures for the IT Service Desk in conjunction with IT management.
- Acts as a first escalation point for client management.
- Ensures adherence to predetermined service level agreements (SLAs) with clients.
- Ensures compliance with departmental goals.
- Effectively communicate hospital and departmental goals and standards to all direct reports.
- Ensures compliance of hospital policies and procedures for all direct reports.
- Ensures quality goals and standards are met by the IT Service Desk.
- Provides direction and career development for all direct reports.
- Creates and maintain training manuals and plans for the IT Service Desk.
- Assisting users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
- Completion of Hospital projects as they are related to the IT department.
- Assisting users over the telephone, through email, online chat and/or at desk side in a prompt, professional and courteous manner.
- Works with vendor support to resolve technical problems with desktop computing equipment and software.
- Works in conjunction with the IT PMO department to evaluate, make recommendations and complete projects as they are related to the IT department.
- Skilled in communication under potentially adverse situations with a focus on customer service and satisfaction.
- Responsible for obtaining information to diagnose a problem, and simultaneously create, assign and document all reported issues into the Hospital Service Desk tracking system. Demonstrates competence in documenting trouble ticket resolutions, maintains hospital knowledgebase articles and actively participates in maintaining and support policies and procedures.
- Maintains an ever increasing level of proficiency in hardware, software, networking and other technologies related to the ITS department.
- Maintains an accurate accounting of time spent on end user issues and on IT projects and demonstrates the ability to manage time and resources in the best interest of the hospital.
- Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
- Demonstrates competence in troubleshooting and resolution of reported issues and the ability to escalate through appropriate channels any issues that cannot be resolved at Tier I; acts as primary point of contact to route trouble ticket escalations to other teams within the IT department.
- Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records.
- Identifies opportunities to see where training needs would improve productivity within the department or within the Hospital
- Trains end users and other HITS Service Desk staff on basic hardware, software and network resources, on a one-on-one basis.
- Responsible for maintaining Symon tracking boards and Inview GUI for IT Service Desk.
- Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
- Provides escalated support for Tier I and II Service Desk Technicians.
- Participates in on-call rotation and provides end user support during off hours, holidays and weekends.
- Demonstrates a willingness to work as a member of a team.

If you are interested in pursuing this extraordinary opportunity, please contact Jacqueline immediately.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.
The Talmadge Group, Inc. is an Equal Opportunity/Affirmative Action Company.