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Jackson Health System · 1 day ago

IT Service Desk Supervisor

Miami, FL

Full-time

Onsite

Mid, Senior Level

3+ years exp

Jackson Health System is a nationally recognized academic medical system providing world-class care. The IT Service Desk Supervisor is responsible for managing Level 1 and Level 2 services, ensuring customer satisfaction, staffing levels, and performance metrics are met.

Health CareHospital

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Oversee all of the requests, incidents and problems

Manages and coordinates urgent and complicated support issues

Act as escalation point for all requests and incidents

Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization

Determine root cause of issues and communicate appropriately to internal and external customers

Train, coach and mentor Network Specialists (Level 1 / 2) including career development

Oversee staff activities

Builds/obtains (from other departments) training material for support staff

As needed, schedule employees working times and provide backup support

Interact with internal and external customers

Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed

Will drive Ticket Deep Dive and develop strategies for improvement

Work to make Service Desk the single source of truth and service delivery channel for IT

Monitor and manage phone queue (participating in escalated calls as needed)

Oversee Solutions repository and ensure top quality solutions are available to the staff

Develops Service and Business Level Agreements to set expectations and measure performance

Develops an effective and workable framework for managing and improving customer IT support in the organization

Advise management on situations that may require additional client support or escalation

Manage process for communicating outage/emergency activities to the organization

Manage vendor relationships as it depends on daily operational needs

PO review and approval/budgeting responsibility

Review survey feedback to improve services, tools and support experience

Keep confidential all applicant, client, and verification and company proprietary information

Performs all other related job duties as assigned

Qualification

IT service managementCustomer servicePerformance managementData reportingVendor managementAnalytical skillsStress managementCommunication skillsOrganizational skillsProblem-solving

Required

Generally, requires 3 to 5 years of related experience

High School diploma is required

Ability to analyze, organize and prioritize work accurately while meeting multiple deadlines

Ability to communicate effectively in both oral and written form

Ability to handle difficult and stressful situations with professional composure

Ability to understand and follow instructions

Ability to exercise sound and independent judgment

Knowledge and skill in use of job appropriate technology and software applications

Valid license or certification is required as needed, based on the job or specialty

Preferred

bachelor's degree in related field is strongly preferred

Company

Jackson Health System

Glassdoor4.1

Jackson Health System is a nonprofit academic medical system offering world-class care to any person who walks through its doors.

Founded in 1918

North Miami Beach, Florida, USA

10001+ employees

https://jacksonhealth.org/

H1B Sponsorship

Jackson Health System has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (23)