Service Desk Supervisor - IT Ops Services Department - 6024 false

US:

AK:

Anchorage | Management | Full-Time 34.72 - 43.40 USD per hour Posted today Apply Save Description The Alaska Native Tribal Health Consortium is a non-profit Tribal health organization designed to meet the unique health needs of Alaska Native and American Indian people living in Alaska. In partnership with the more than 171,000 Alaska Native and American Indian people that we serve and the Tribal health organizations of the Alaska Tribal Health System, ANTHC provides world-class health services, which include comprehensive medical services at the Alaska Native Medical Center, wellness programs, disease research and prevention, rural provider training and rural water and sanitation systems construction. ANTHC is the largest, most comprehensive Tribal health organization in the United States, and Alaska's second-largest health employer with more than 3,100 employees offering an array of health services to people around the nation's largest state.

Our vision:

Alaska Native people are the healthiest people in the world. ANTHC offers a competitive and comprehensive Benefits Package for all Benefit Eligible Employees, which includes: Medical Insurance provided through the Federal Employee Health Benefits Program as a Tribal Employee, with over 20 plans and tiers. Cost-Share Dental and Vision Insurances Discounted Pet Insurance Retirement Contributions with Pre-Tax or Roth options into a 403(b). 401(a)

ANTHC Retirement Plan:

After one year of employment, ANTHC will begin making matching contributions of up to 5% of your eligible pay, based on your own contributions. In addition, you may be eligible for an annual discretionary contribution of up to 3% from the employer. Paid Time Off starts immediately, earning up to 6 hours per pay period, with paid time off accruals increasing based on years of service. Eleven Paid Holidays Paid Parental Leave or miscarriage/stillbirth eligibility after six months of employment Basic Short/Long Term Disability premiums, Accidental Death and Dismemberment (AD&D) Insurance, and Basic Life Insurance are covered 100% by ANTHC, with additional options for Short-Term Disability Buy-Up Coverage and Voluntary Life for yourself and your family members. Flexible Spending Accounts for Healthcare and Dependent Care. Ancillary Cash Benefits for accident, hospital indemnity, and critical illness. On-Site Child Care Facility with expert-designed classrooms for early child development and preschool. Employee Assistance Program with support for grief, financial counseling, mental/emotional health, and discounted legal advice. Tuition Discounts for you and your eligible dependents at Alaska Pacific University. On-Site Training Courses and Professional Development Opportunities. License and certification reimbursements and occupational insurance for medical staff. Gym Access to Alaska Pacific University includes a salt water pool, rock climbing, workout gym, and steep discounts for outdoor equipment rentals. Emergency Travel Assistance Education Assistance or Education leave eligibility Discount program for travel, gym memberships, amusement parks, and more. Visit us online at www.anthc.org or contact Recruitment directly at HRRecruiting@anthc.org. Alaska Native Tribal Health Consortium has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to

P.L. 93-638

Indian Self Determination Act. This position is locally based in Anchorage, AK and on-site only work schedule.

Summary:

With minimal supervision, the Service Desk Supervisor is responsible for overseeing the daily operations of the IT help desk team, ensuring timely and effective technical support to all internal staff. This role involves leading incident management, monitoring team performance against established Service Level Agreements (SLAs), and fostering a customer-service oriented environment. The supervisor will actively perform the service desk function and mentor help desk staff, manage workloads, and act as a key liaison between the help desk and other departments.

Responsibilities:

Co-supervises the daily operations of IT desktop and phone support teams. Oversee day-to-day operations, monitor ticket queues, and ensure support requests are resolved efficiently and within SLA guidelines. Develop and enforce escalation procedures for unresolved issues, routing problems to appropriate resources. and potential risks that could impact the quality of HIT services. Responsible for incident management, including task prioritization, staff assignments, and escalation procedures, ensuring efficient handling of client issues. Review daily agent call logs to evaluate technical accuracy and assess improvements to the team's formal technical training to ensure continual remediation of technical gaps. Identify recurring technical issues and recommend improvements to IT systems or support processes. Maintain and update documentation, including troubleshooting guides and support scripts. Be the technical point of contact for all IT issues for the IT service support team. Stay abreast of all IT systems in the environment to be an escalation technical lead. Documents and escalates issues to the appropriate personnel when needed, striving for optimal service levels. Collaborates closely with department contacts to strengthen customer relations and improve technical support services. Follows up with clients who have expressed dissatisfaction to resolve issues and enhance customer satisfaction. Using the online learning management system (LMS), creates weekly training content and quizzes, and educational guides from actual IT tickets, incidents and telephony call logs to further improve the technical support knowledge and skills of the technical support team. Supports the integration of new end-user technologies and manages ANTHC's physical and virtual desktop environments. This includes overseeing the planning, deployment, and replacement of PCs, laptops, printers, and terminals, ensuring that hardware and software inventories remain adequately stocked. Works with the IT Operations leadership team to develop and implement customer service strategies that enhance cost-efficiency and the reliability of HIT resources. Ensures that tier 2 tickets and escalations are properly documented before transferring to IT Operations or other escalation points. Standardizes procedures to ensure timely issue resolution and maintains an up-to-date understanding of HIT's products and services. Focuses on ensuring that desktop and phone support staff consistently meet customer service standards by establishing and regularly reviewing coaching methods and processes. Contributes to the department's goals by planning and executing strategies that support system availability and uphold service level agreements. Develops key performance indicators to evaluate the effectiveness of customer service and proactively reports recurring issues to leadership. Manages the weekly reporting of service support progress by using Power BI, or other Business Intelligence tools to automate the evaluation of the service desk efforts and support trends. Assist with managing hardware and software inventories, including asset tracking and organization. Ensures timely hardware refresh of staff computers, Workstation on Wheels (WoWs), UPS's, Downtime Viewers, tablets, mobile phones and other HIT devices used in the hospital. Manages the deployment of software through SCCM for automatic installation of all software needed by the organization. Works closely with the Systems team to ensure the latest software, updates and patches are always up to date. Performs other duties as assigned.

Other information:

KNOWLEDGE, SKILLS, ABILITIES

• Familiarity with MS Office suite, Windows and macOS operating systems, and various other software applications.
• Proficiency in troubleshooting both hardware, software and a variety of software programs.
• Expertise in incident, problem, and change management processes.
• In-depth knowledge of service desk operations, performance metrics, and goal setting. Ability to track and assess service performance and related metrics.
• Cherwell and/or other IT Ticketing Systems (ITSMs)
• Reporting through Business Intelligent software such as Microsoft BI, Pivot Tables or built-in native ITSM reports
• Hands-on knowledge of any Learning Management Systems (LMS) to configure online technical training
• A+, Network+, Security+ or any Microsoft certifications to be a technical point of contact
• Understanding of confidentiality laws, including HIPAA regulations.
• Skilled in managing customer relationships effectively.
• Strong analytical and problem-solving abilities; capable of organizing and prioritizing multiple tasks with keen attention to detail.
• Competent in leading, training, and guiding staff while delegating tasks effectively.
• Adept at establishing and maintaining positive working relationships with colleagues.
• Exceptional verbal and written communication skills, ability to present technical ideas to non-technical staff and end-users.
• Strong customer service expertise and familiarity with best practices

MINIMUM EDUCATION QUALIFICATION A

Bachelor's degree in Computer Science, MIS, Information Technology, Information Systems or related field. Progressively responsible professional IT technical work-related experience, education, or training may be substituted on a year-for-year basis for college education.

MINIMUM EXPERIENCE QUALIFICATION

Non-supervisory - Four (4) years' experience in a technical customer support environment in an information technology venue. AND Two (2) years performing senior or lead level responsibilities. An equivalent combination of relevant IT education and/or IT training may be substituted for IT experience.

ADDITIONAL REQUIREMENTS

According to the needs of the organization, some incumbents in this job class may be required to obtain specific technical certifications and programming language skills. Apply Save Selected Report Fields Add to Existing Report Create New Report