Help Desk Call Center Supervisor - Information Systems - FT - Day

100 Stormont-Vail HealthCare, Inc.; EUA; Presencial; USD 65 000 - 95 000; Tempo integral

Resumo da oferta

100 Stormont-Vail HealthCare, Inc. is seeking a Help Desk Call Center Supervisor to oversee day-to-day operations, manage requests, and ensure service levels.

The role includes coaching staff in effective call handling, troubleshooting, and problem resolution, with training on systems, processes, and tools. Qualifications include a Bachelor's degree in IT or management-related field and 2 years of Help Desk or supervisory experience; A+ and Network+ are preferred.

Qualificações

• Bachelor's degree required in IT or management-related field.
• Minimum 2 years of IT Help Desk, Call Center, or supervisory experience.
• A+ and/or Network+ certifications preferred.

Responsabilidades

• Oversee daily activities of the Help Desk Call Center and ensure service levels.
• Coach and develop team members in call handling, troubleshooting, and resolution delivery.
• Train staff on Help Desk systems, processes, tools, and procedures.
• Escalate complex issues and coordinate resources for final resolution.
• Communicate current product information and policies to the team.

Conhecimentos

Communication skills

Hardware operation

Windows & MS Office

Troubleshooting

Issue reporting

Staff training

Formação académica

Bachelor's degree IT/Management

A+ Certification

Network+ Certification

Descrição da oferta de emprego

Position Status: Full time Shift: First Shift (Days - Less than 12 hours per shift) (United States of America) Hours per week: 40 Job Information Exemption Status: Exempt

A Brief Overview

Operational Leadership

The Help Desk Call Center Supervisor oversees the day-to-day operations of the Help Desk Call Center. This role monitors request queues, call volumes, ticket activity, and staffing coverage to ensure service levels and operational standards are consistently met.

Team Coaching and Development

The supervisor coaches and supports team members in effective call handling, research, troubleshooting, and solution delivery. The role also provides training on Help Desk systems, processes, tools, and procedures used to:

• Document and track reported issues accurately.
• Resolve incidents and service requests efficiently.
• Escalate complex or critical issues to the appropriate resources.

Communication and Escalation

The supervisor ensures current product information, technical updates, and policies are available and clearly communicated to the team. The role serves as an escalation point for critical issues and coordinates resources through final resolution.

Education Qualifications

Bachelor's Degree IT or Management related experience

Preferred Experience Qualifications

2 years IT Help Desk, Call Center experience or supervisory experience

Required Skills and Abilities

• Strong communication and customer service skills (both verbally and in writing).
• Operation of computer hardware, including printers, scanners, terminals, and other peripherals.
• MS Windows operating system, Office Suite and core software loaded onto standard desktop disk images.
• Troubleshoot, diagnose, and repair basic network, systems, and applications malfunctions.
• Receive and report on basic to complex software and hardware malfunctions.
• Ability to effectively train help desk staff and provide clear and concise work direction to others.

Licenses and Certifications

• A+ Certification - COMPTIA
• Preferred Network + Certification - COMPTIA

What you will do

Daily Operations and Service Delivery

Supervise the daily activities of the Help Desk Call Center and provide call and ticket support as operational needs require. Ensure timely, professional service for technical incidents, access requests, account administration, and supported applications and devices.

• Service Request Fulfillment: Oversee and perform approved requests involving workforce access, employee changes and separations, mobile and communication technologies, distribution groups, multifactor authentication, remote work access, patient portal support, and related enterprise applications.
• Identity and Access Management: Direct account creation, modification, reactivation, and deactivation for employees, providers, students, contractors, and vendors.Ensure required permissions are applied accurately, exceptions are addressed, onboarding communications are coordinated, and activity is documented in accordance with security, least-privilege, audit, and service-management standards.
• Remote and External Access: Coordinate approved telework and external remote-access requests and ensure accounts and access are established, maintained, and discontinued appropriately.
• Technical Guidance: Serve as an escalation resource for Call Representatives and technicians on account provisioning, permissions, and access-related issues, and support training for new Help Desk staff and shift coverage.
• Scheduled Downtime Communication: Coordinate with technical teams to prepare and distribute scheduled downtime notifications to affected departments.Ensure communications clearly identify impacted systems, timing, expected duration, and required user actions, with reminders or updates provided as needed.

Training and Service Quality

Support the training of Help Desk staff on job responsibilities, emerging technologies, and support procedures. Reinforce consistent, high-quality service standards, including professional communication and telephone skills.

Performance Management

Evaluate Call Center staff effectiveness and performance annually and as needed.

Staff Planning and Oversight

Plan, organize, and direct the work of Call Center support staff. Develop schedules and shift coverage, train staff on new and existing procedures, review work for accuracy and timely completion, document performance, and recommend corrective action when necessary.

Technical Support and Escalation

Assist in the Call Center as needed. Monitor daily Call Center activity and respond to inquiries. Classify requests, troubleshoot and diagnose issues, provide solutions when possible, escal… Provide management reports on Help Desk Call Center operations and issues, including recommendations for areas of service or technology improvements. Proactively identify process improvement opportunities, including end-user training tools and documentation. Help coordinate the onboarding of new Help Desk staff and their training. Help plan and coordinate Help Desk projects. Perform related duties as assigned.

Travel Requirements

10% Local travel only to external clinics throughout NE Kansas. No overnight travel required.

Required for All Jobs Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health Performs other duties as assigned.

Patient Facing Options

Position is Not Patient Facing

Remote Work Guidelines

Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards. Stable access to electricity and a minimum of 25mb upload and internet speed. Dedicate full attention to the job duties and communication with others during working hours. Adhere to break and attendance schedules agreed upon with supervisor. Abide by Stormont Vail’s Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.

Remote Work Capability

Hybrid Scope Has Supervisory Responsibility No Budget Responsibility No Budget Responsibility

Physical Demands

• Balancing: Rarely less than 1 hour
• Carrying: Rarely less than 1 hour
• Climbing (Ladders): Rarely less than 1 hour
• Climbing (Stairs): Rarely less than 1 hour
• Crawling: Rarely less than 1 hour
• Crouching: Rarely less than 1 hour
• Driving (Automatic): Rarely less than 1 hour
• Eye/Hand/Foot Coordination: Frequently 3-5 Hours
• Feeling: Frequently 3-5 Hours
• Grasping (Fine Motor): Frequently 3-5 Hours
• Grasping (Gross Hand): Frequently 3-5 Hours
• Handling: Frequently 3-5 Hours
• Hearing: Frequently 3-5 Hours
• Kneeling: Occasionally 1-3 Hours
• Lifting: Occasionally 1-3 Hours up to 40 lbs
• Operate Foot Controls: Rarely less than 1 hour
• Pulling: Frequently 3-5 Hours up to 20 lbs
• Pushing: Frequently 3-5 Hours up to 20 lbs
• Reaching (Forward): Frequently 3-5 Hours up to 20 lbs
• Reaching (Overhead): Frequently 3-5 Hours up to 20 lbs
• Repetitive Motions: Frequently 3-5 Hours
• Sitting: Frequently 3-5 Hours
• Standing: Frequently 3-5 Hours
• Stooping: Rarely less than 1 hour
• Talking: Frequently 3-5 Hours
• Walking: Frequently 3-5 Hours
• Working Conditions Burn: Rarely less than 1 hour
• Chemical: Rarely less than 1 hour
• Combative Patients: Rarely less than 1 hour
• Dusts: Occasionally 1-3 Hours
• Electrical: Occasionally 1-3 Hours
• Extreme Temperatures: Rarely less than 1 hour
• Infectious Diseases: Rarely less than 1 hour
• Mechanical: Rarely less than 1 hour
• Noise/Sounds: Frequently 3-5 Hours
• Poor Ventilation, Fumes and/or Gases: Rarely less than 1 hour
• Risk of Exposure to Blood and Body Fluids: Rarely less than 1 hour
• Risk of Exposure to Hazardous Drugs: Rarely less than 1 hour
• Hazards (other): Rarely less than 1 hour
• Vibration: Rarely less than 1 hour
• Wet and/or Humid: Rarely less than 1 hour

Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment. Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.

Stormont Vail Health is a nonprofit integrated health system that has been serving the health care needs of Kansas for more than 130 years. Stormont Vail has been recognized as a Magnet organization since 2009 by the American Nurses Credentialing Center. It is composed of Stormont Vail Hospital, a 586-bed acute care hospital, and Cotton O’Neil Clinic, a multi-specialty physician group with more than 500 providers, which includes more than 250 physicians. Nearly 5,300 employees provide care and support services for patients in the hospital and 35 other locations, including the Cotton O’Neil Heart Center, Cancer Center, Diabetes & Endocrinology Center, Digestive Health Center, Pediatrics clinics and 10 regional primary care clinics. Stormont Vail Health is committed to its mission of improving the health of the community by being a national leader in providing compassionate, high quality and efficient integrated care through collaboration that results in a healthier community.