ClearSky hospitals provide high-quality care that transforms the lives of those living with disabling injuries and illnesses. We distinguish ourselves through our commitment to excellence, to our patients, to our employees, and to the communities we serve.
We are looking for a Help Desk Supervisor / Manager to join our team! The right individual will have experience supervising and leading a helpdesk and will be dedicated in their role. The Help Desk Supervisor/Manager is responsible for oversight of the day-to-day operations of the company's help desk. Ensure all customer requests and issues are handled in a timely and professional manner, while also ensuring that employees adhere to established policies and procedures. Develops new ways to improve the quality of service provided by helpdesk. This position will be required to work on site.ClearSky is proud to be an equal opportunity employer! We also offer competitive pay and benefits to include 401K and HSA Match, Employee Health & Wellness Program, and Student Loan Repayment Assistance and Tuition Reimbursement! Apply today and make a difference in the lives of our patients and employees.
Essential Functions- Provides in office support to staff, including troubleshooting problems and answering questions about products or services.
- Plans and schedules for all help desk support staff in order to meet service level agreements with customers.
- Manages call queues to prioritize incoming calls based on customer needs and staff availability.
- Coordinates with other departments within the organization to resolve customer issues.
- Directs the actions of other support staff, including providing guidance in handling customer inquiries or requests.
- Establishes procedures to ensure that all issues are addressed efficiently, accurately, and consistently.
- Trains new staff members on company policies and procedures for handling customer requests.
- Maintains records of all calls, questions, complaints, and resolutions for future reference.
- Manages company IT assets and procurement of new assets.
- Maintains information about new technology developments that may affect the industry or company's operations.
Minimum Job RequirementsMinimum Education & Experience
- Bachelor's Degree in related discipline required.
- Two years' experience as Supervisor required.
- Five years' experience working in a Help desk environment.
- Experience in Healthcare environment strongly preferred.
Required Licenses, Certifications, and/or Documentation
- Must maintain acceptable driving record, current driver's license, and insurability.
Required Knowledge, Skills, and Abilities
- Demonstrable knowledge of Windows 10, Office Suite software, Office 365, Microsoft Teams, and Windows Active Directory user administration.
- Basic networking skills including working with TCP/IP/DHCP/DNS.
- Demonstratable knowledge of technology hardware and software.
- Demonstrates proficiency with general computer skills including data entry, word processing, email, and records management.
- Demonstrates critical thinking skills.
- Demonstrates effective customer service skills and communication.
- Effective organizational and time management skills.
- Effective written and verbal communication skills.
- Ability to lead processes and people.
- Ability to prioritize, meet deadlines, and complete complex tasks.
- Ability to maintain quality and safety standards.
- Ability to maintain proper levels of confidentiality.
- Ability to travel as needed.
- Ability to work closely and professionally with others at all levels of the organization.
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