What are the responsibilities and job description for the Supervisor, Service Desk Tier-2 position at BIDMC?
Department Description: Information Technology (IT) has undertaken a multi-year effort to harmonize IT systems across Beth Israel Lahey Health. IT staff members may have the opportunity to participate in special projects that span Beth Israel Lahey Health as part of this harmonization effort. This position may be assigned to work on special projects, and other job duties, as needed.
Job Location: Boston, Massachusetts
Req ID: 43530BR
Job Summary: Responsible for delivering world class support services across all BILH entities supervising the consolidated BILH IT Tier 2 Service Desk. This individual is a contributor to the Service Desk consolidation in collaboration with the Director of the Service Desk. Oversees support tickets ensuring they are responded to and resolved within SLA. Contributes to the development and execution of the enterprise-wide IT strategy for Service Desk services. Contributes to the innovation of the Service Desk and helps develops and assists with the implementation of strategies involving developing SME's (Subject Matter Experts). Provides strong leadership to direct reports and fosters an environment of success, personal development and job fulfillment leading to low attrition.
Essential Responsibilities:
- Consistently exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with BILH needs.
- Contributes to the mission and vision for the Service Desk team in collaboration with the Director of the Service Desk Brings innovative technology services of the organization to foster a business-oriented culture and mindset driven by continual service improvement techniques. Acts as a champion with the responsibility of communicating innovative technology goals to IT senior leaders.
- Partners with IT Leaders and their teams on cross functional projects and initiatives. Ensures the Service Desk is prepared for anything that can cause a surge in support tickets both from a training and staffing perspective
- Must be operationally excellent with a focus on the customer experience geared towards fast response and resolution of issues.
- Provides direction, mentoring and coaching to staff to increase the capabilities and effectiveness of your team, to develop competencies to ensure they are meeting their goals and objectives.
- Helps implement and oversees policies and procedures aligned with industry best practices.
- Acts as an escalation POC for Tier 1 support as the incidents are escalated to Tier 2
- Oversees ticket quality and provides coaching and mentorship to staff
- Ensures proper staffing needs are met and builds data driven business cases when additional staff is required to meet SLA's and business demands.Ensures an ITIL approach is utilized with all support tickets.
- Has the authority to direct and support employees daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews. Direct Reports: 4-6 Indirect Reports: None
- High School diploma or GED required. Bachelor's degree preferred.
- 3-5 years related work experience required and 1-3 years supervisory/management experience required
- Must have a deep technical depth across Infrastructure and Business Applications
- Must have a customer centric mindset
- Advanced technical computer skills as required for technical support specific to functional area and related systems.
- Runs a data driven decision making mindset
- Has a strong analytical mindset and be able to create ITSM dashboards and metric performance reports
- ITIL Certified
- Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
- Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
- Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
- Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
- Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
- Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
- Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
- Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.
Physical Nature of the Job:
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally
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