2nd-Shift IT Production Support Lead (Service Desk/NOC)

Norton Healthcare; Whitner (KY); On-site; USD 65,000 - 85,000; Full time

Job summary

Norton Healthcare seeks a Supervisor for 2nd Shift IS Production Support to ensure the production environment meets business and service goals. You will lead the Service Desk and NOC daily, shaping processes and metrics to hit SLA commitments.

Responsibilities include staff scheduling, adherence to duties, and enforcing Norton Healthcare's technical standards using the latest tools. Focus on high-quality customer service and effective helpdesk management.

Qualifications

• Requires IT leadership experience (1 year with Associate Degree; 3 years without) leading projects or teams.
• Must obtain ITIL credential within 6 months of hire; SCM credential within 6 months; Security+ within 6 months; Network+ within 6 months.

Responsibilities

• Oversee daily management of Norton Healthcare's Service Desk and Network Operations Center.
• Develop processes, metrics, and standards to meet SLA commitments.
• Manage staff schedules and ensure adherence to operational duties.
• Ensure technical standards are developed and followed using current technology resources.

Skills

Team leadership

IT project leadership

Customer service

Education

Associate degree

Tools

ITIL credential

SCM credential

Security+

Network+

Job description

Norton Healthcare seeks a Supervisor for 2nd Shift IS Production Support to ensure the production environment meets business and service goals. You will lead the Service Desk and NOC daily, shaping processes and metrics to hit SLA commitments.

Responsibilities include staff scheduling, adherence to duties, and enforcing Norton Healthcare's technical standards using the latest tools. Focus on high-quality customer service and effective helpdesk management.