Supervisor Technology Services_COFR - Intermountain Health
Wheat Ridge, CO
About the Job
Job Description:
This is an technical supervisory position focused on both leading a small Onsite Service Desk team while continuing to deliver direct support to leadership and stakeholders within their defined business or clinical organization needs. This position works with infrastructure projects including serving the needs of customers in one or more areas within the Intermountain Healthcare organization. The Service Team Supervisor is the primary business relationship manager to one or multiple stakeholders, ensuring projects are correctly prioritized, resourced, and delivered on time.
Service Desk Supervisor Onsite in Denver, Colorado.
+ Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties.
+ Recommends systems modifications to reduce user problems. Maintains the highest level of technical skill in the field of expertise.
+ Assist the Manager or Director of Associate Support according to industry best standards. Maintain formal procedures for consistency and increased productivity.
+ Build strong internal relationships amongst various IT and Clinical Teams, including Identity Management, IT Training, Service Management Office, End User Analysts, PMO, Telecom, Physician Technology Team, and Clinical Informatics.
+ Work closely with the Security Operations team and the HIPAA Officer to ensure all security and PHI standards are met by the team.- Be placed on-call outside of normal shift hours on a rotational basis for escalations.
+ Interpret and analyze associate performance and contact center metrics- Supervise the 24x7 support staff across various geographical zones within the United States for the end-users and affiliates of by defining and establishing schedules, approving time cards, setting priorities, providing direct support, and handling administrative issues.
+ Overall responsibility for Service Desk staff and the activities associated with identifying, prioritizing, and resolving reported incidents and service requests.
+ Train Service Desk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.
+ Analyze and identify trends in issue reporting and devising preventative solutions. Expected to offer suggestions for any notable process improvements and develop the new procedures.- Ensure delivery of accurate information in a positive, professional, courteous, and efficient manner.
Physical Requirements:
Anticipated job posting close date:
07/27/2024
Location:
Lutheran Medical Center
Work City:
Wheat Ridge
Work State:
Colorado
Scheduled Weekly Hours:
40
The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$32.84 - $58.35
We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/) , and for our Colorado, Montana, and Kansas based caregivers (http://www.sclhealthbenefits.org) ; and our commitment to diversity, equity, and inclusion (https://intermountainhealthcare.org/careers/working-for-intermountain/diversity/) .
Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
This is an technical supervisory position focused on both leading a small Onsite Service Desk team while continuing to deliver direct support to leadership and stakeholders within their defined business or clinical organization needs. This position works with infrastructure projects including serving the needs of customers in one or more areas within the Intermountain Healthcare organization. The Service Team Supervisor is the primary business relationship manager to one or multiple stakeholders, ensuring projects are correctly prioritized, resourced, and delivered on time.
Service Desk Supervisor Onsite in Denver, Colorado.
+ Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties.
+ Recommends systems modifications to reduce user problems. Maintains the highest level of technical skill in the field of expertise.
+ Assist the Manager or Director of Associate Support according to industry best standards. Maintain formal procedures for consistency and increased productivity.
+ Build strong internal relationships amongst various IT and Clinical Teams, including Identity Management, IT Training, Service Management Office, End User Analysts, PMO, Telecom, Physician Technology Team, and Clinical Informatics.
+ Work closely with the Security Operations team and the HIPAA Officer to ensure all security and PHI standards are met by the team.- Be placed on-call outside of normal shift hours on a rotational basis for escalations.
+ Interpret and analyze associate performance and contact center metrics- Supervise the 24x7 support staff across various geographical zones within the United States for the end-users and affiliates of by defining and establishing schedules, approving time cards, setting priorities, providing direct support, and handling administrative issues.
+ Overall responsibility for Service Desk staff and the activities associated with identifying, prioritizing, and resolving reported incidents and service requests.
+ Train Service Desk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.
+ Analyze and identify trends in issue reporting and devising preventative solutions. Expected to offer suggestions for any notable process improvements and develop the new procedures.- Ensure delivery of accurate information in a positive, professional, courteous, and efficient manner.
Physical Requirements:
Anticipated job posting close date:
07/27/2024
Location:
Lutheran Medical Center
Work City:
Wheat Ridge
Work State:
Colorado
Scheduled Weekly Hours:
40
The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$32.84 - $58.35
We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/) , and for our Colorado, Montana, and Kansas based caregivers (http://www.sclhealthbenefits.org) ; and our commitment to diversity, equity, and inclusion (https://intermountainhealthcare.org/careers/working-for-intermountain/diversity/) .
Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Source : Intermountain Health