Service Desk Supervisor - Service Desk Operations - Clinical Service Desk

The Clinical Service Desk Supervisor manages, mentors, and develops a team of the first and second level clinical support Service Desk team and team leads as the main point of contact for IT support needs while embodying Nordic maxims and values. This role will ensure operations is in accordance with the established procedures and practices and monitors desk performance. Clinical Service Desk Supervisor will work with the Managed Services - Service Desk leadership team on workforce planning and team direction., The Clinical Service Desk Supervisor will be responsible for, but not be limited to:

• 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 Clinical Service Desk Agents (I and II) and Desk Lead(s) 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

Do you have experience in User support?, Do you have a Bachelor’s degree?, * BS/BA in related field, 5+ years related experience, certifications and registrations in certain areas.

• 5+ years in service desk or IT support required
• Prior management function experience preferred but generally, a first-time people manager.
• Full understanding of Healthcare Terminology and IT competencies
• Direct staff management experience leading service-oriented teams required
• Epic Clinical certification in at least one application module required, multiple applications is preferred.
• Knowledge of ITIL processes, previous management, and project management experience preferred.
• 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 processes
• Excellent customer service and communication skills, written and verbal
• HDI Support Center Team Lead certification a plus
• 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., EPIC, ITIL, HDI, etc.) preferred.
• Bilingual in English and Spanish preferred.
• Experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.).
• Experience or knowledge with ITIL.

Additional details

• Ability to travel up to 10% of the time