Service Desk Supervisor - Service Desk Operations - Clinical Service Desk

nordic; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Nordic is seeking a Service Desk Manager in the United States to lead a multi-level service desk team, drive hiring, onboarding, and ongoing education, and serve as the main escalation point for operational issues.

You will monitor CSAT, SLAs, and KPI trends, coach agents through regular 1:1 sessions, and coordinate projects while adhering to HIPAA and client requirements.

Qualifications

• BS/BA in related field required with 5+ years of related experience.
• 5+ years in service desk or IT support required.
• Direct staff management experience leading service-oriented teams.
• Full understanding of Healthcare Terminology and IT competencies.
• Experience with ticketing systems and change management processes.
• Excellent customer service and communication skills, written and verbal.
• Demonstrated problem-solving and decision-making skills.
• Ability to work well under pressure and stay productive.
• Adhere to Nordic's policies including HIPAA and client expectations.

Responsibilities

• Lead and supervise a team of Service Desk Agents (I, II, III).
• Oversee hiring, onboarding, and ongoing education of agents.
• Serve as internal escalation point for leads and department issues.
• Drive efficiency and productivity while promoting continuous learning.
• Ensure quality benchmarks and department goals are met.
• Coach agents through 1:1s and performance reviews.
• Manage call assignments, schedules, and adherence.
• Meet client requirements and manage requests related to service areas.
• Create and distribute internal communications and oversee knowledge management.
• Monitor service desk metrics (CSAT, KPIs, volumes) to ensure SLAs.
• Liaise with clients and service desk for day-to-day operations.
• Lead projects as needed and contribute to corporate initiatives.

Skills

Team leadership of service desk

Healthcare IT knowledge

Stakeholder communication

Ticketing systems

Change management

HIPAA knowledge

Problem-solving

Work under pressure

Education

BS/BA in related field

Tools

ITIL

Quick Assist

Bomgar

Job description

Make a difference. Be happy. Grow your career.

Key Responsibilities

• Managing and supervising a team of Service Desk Agents (I, II, and III).
• Responsible for the hiring, onboarding, and continued education of Service Desk Agents at all levels.
• Serve as an internal escalation point for leads and department wide issues
• Contributing to team operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities to grow solution expertise including leading regular team meetings
• Executing plans and processes to deliver on quality benchmarks and department goals
• Developing Service Desk Agents (I, II, III) through coaching and 1:1 sessions to review personal performance
• Overseeing of call assignments, schedule, and schedule adherence within the Clinical Service Desk team
• Meeting complex customer requirements and managing requests from clients related to the Service Desks area(s) of application expertise
• Creating, facilitating, and distributing internal communication including newsletters, emails, and team meetings.
• Trending and oversight of service desk metrics including but not limited to CSAT, KPIs, and volumes to ensure SLAs are met and performance targets are met.
• Knowledge management oversight to ensure Knowledge Based Articles to improve quality and productivity
• Serving as liaison for clients and service desk for day-to-day operations and subject matter expertise
• Accountability to service levels across the service desk are met and exceeding customer expectations
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Leading, Managing, and/or working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Required Skills And Experience

• BS/BA in related field, 5+ years related experience, certifications and registrations in certain areas.
• 5+ years in service desk or IT support required
• Direct staff management experience leading service-oriented teams required
• Full understanding of Healthcare Terminology and IT competencies
• Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases systems implementations, preferred
• Prior experience with ticketing systems and change management processesExcellent customer service and communication skills, written and verbal
• Demonstrated problem-solving skills and decision-making skills
• Ability to work well under pressure while maintaining high productivity
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic's maxims

Desired Skills and Experience

• Industry-specific certification(s) (e.g. ITIL, HDI, etc.) preferred.
• Experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.).
• Experience or knowledge with ITIL.

Additional details

• Ability to travel up to 5% of the time

Nordic is an equal opportunity employer.

We are committed to creating an inclusive environment for all employees and applicants.

We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws.

We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.