IT Customer Service Supervisor Job at Grand View Health
Schedule: Full Time, 8:30am-5pm, Monday-Friday
Responsibilities
The IT Customer Service Supervisor has supervisory responsibility for tier 1 IT support: incident management, service requests, configuration requests, problem management and requests for information.
Essential Functions:
Essential Functions:
- Provide tier 1 IT support for end-user technical and service issues.
- Establish and enforce Help Desk service-level agreements in consultation with end users to establish problem resolution expectations and time frames.
- Create visibility to ticket assignments and escalations, providing follow-up to meet service-level expectations.
- Coordinate and/or perform hands-on fixes at the desktop level, including installation and upgrade of software, installing hardware, implement file back-ups and configuring systems and applications.
- Participation with maintaining inventory of hardware, software and support assets.
- Experience working with multitiered ticket handling/resolution systems.
- Continue to improve Help Desk software to ensure best use of system.
- Ensure department provides customer service that is timely and accurate on a daily basis. Develop reports and measurable KPIs on Help Desk productivity.
- Provide training and guidance for recommended best practices for using and supporting Microsoft 365 applications.
- All IT Service Desk functions, including IT hardware and software asset management and lifecycle plans, new PC builds, support contracts, new employee orientation and all mobile device management.
- Will work with systems/network administrators for quick resolution of more in-depth requests.
- Ability to perform all essential job functions with or without reasonable accommodation.
- Perform all other duties as assigned.
Qualifications
EDUCATION AND EXPERIENCE:- High school diploma/GED required.
- Bachelor's degree in Computer Science or related fireld required or 4 years of experience in a similar role and related certification (such as Microsoft, Cisco or Comp TIA) may be substituted in lieu of a Bachelor's degree.
- Over 3 to 5 years of experience in an IT role acting in a lead capacity overseeing projects and deployment.
SKILLS AND ABILITITES:
- Experience with IT service management process and tools for managing incidents, service requests and configuration changes.
- Proven track record of developing and providing service-level agreements and Help Desk deliverables.
- Strong knowledge of Microsoft Office 365 applications and services.
- Networking experience, including a demonstrated understanding of VPN, LAN, WAN and wireless.
- Understanding of ticketing systems.
- Build relationships and manage conflicts.
- Strong analytical problem-solving skills.
- Strong interpersonal and technical skills.
- High level of ambition and motivation for success and be solutions-oriented, results-driven and self-starter.
- Must have regular and punctual attendance.
Benefits:
- Medical, free dental, vision insurance for full time and part time
- 403B
- Pension plan
- On-site discounted child care center
- Tuition reimbursement up to $5250 per year
- Free life insurance
- Free parking
- Paid time off
- Sick time
- Flexible spending accounts
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