Supervisor IS Service Delivery

Description

Providence is seeking a Supervisor IS Service Delivery:

Responsible for staff development and performance of Associate IS Support Analyst, IS Support Analyst, SR IS Support Analyst. Supervises and oversees training and quality of all Service Desk staff along with the full range of training activities, including needs analysis, development of course curricula, training materials and delivery of training for Service Desk and external groups as needed. Requires the ability to adapt one's presentation style to caregivers from a wide array of culturally, educationally, and geographically diverse environments.

Providence caregivers are not simply valued – they’re invaluable. Join our team at Enterprise Information Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

In this position you will have the following responsibilities:

• Demonstrates Providence St. Joseph Health core values of Compassion, Dignity, Justice, Excellence and Integrity in all interactions.
• Supervises and oversees delivery of training including needs analysis, development of course curricula, training materials for Service Desk and external groups as needed.
• Responsible for staff development and performance of Associate IS Support Analyst, IS Support Analyst, SR IS Support Analyst.
• Responsible for quality assessment and control using company approved tools to monitor, assess and document Service Desk and Field Service Desktop interactions for accuracy while ensuring company policies and procedures are being followed.
• Responsible for developing, creating and implementing Service Desk quality processes and procedures to ensure service staff caregivers are in compliance with all IS, Security and hospital guidelines.
• Function independently, self-starter, achievement oriented with ability to comprehend complicated issues and formulate creative solutions for problem-solving and opportunity development.
• Ability to collaborate, reach consensus with others and delegate appropriately to handle multiple priorities.
• Performs mid-year and year-end performance reviews, highlighting areas of achievement and areas for development.
• Defines goals, milestones, tasks, engages in time and resource planning; leads team meetings to ensure objectives are being met.
• Other duties as requested or required.

Job Specific Knowledge, Skills and Abilities:

• Ability to develop and deliver effective presentations; live, via online or virtual mediums.
• Ability to effectively build relationships with customers, executive management, and other stakeholders through positive interaction and problem identification and resolution.
• Ability to represent the company with external customers/clients.
• Ability to prioritize responsibilities and to organize workload to ensure that timeframes are met and the work is successfully completed within deadlines.
• Demonstrated planning and project oversight/management skills.
• Employs a wide range of communication styles and approaches to suit different situations / audiences; presents complex issues / data with a high level of clarity.
• Takes action to ensure that all people are treated fairly and equitably; incorporates different personal styles that are effective in accomplishing desired outcomes; demonstrates a fit between PSJH mission and core values and own sense of meaning.
• Looks to establish most effective course of action; maintains focus on key objectives for self and team; actively works with team to overcome obstacles and holds them accountable for results.
• Develops techniques to encourage a quality-oriented culture; actively supports ways and means of continuous improvement within the team to eliminate inefficiencies and ensure achievement of targets, goals and required service levels.
• Interacts constructively with members of the team; seeks the input of group members to encourage participation; recognizes others who have contributed towards group goals; treats others with respect and compassion in all actions and decisions.

Required Qualifications:

• Associate's Degree Healthcare, Information Technology, General Studies. Or equivalent educ/experience.
• 2 years Call center, training, quality assurance experience and Leadership experience.

Preferred Qualifications:

• within 2 years of hire ITIL Foundations.
• within 2 years of hire HDI Support Center Analyst.
• within 2 years of hire HDI Coaching Skills for Quality Support.
• 4 years Related IT experience.

Salary Range by location:

WA Puget Sound Oregon (Portland) Alaska (Anchorage)

Min: $39.32 , Max: $62.25

Texas

Min: $29.99 , Max: $47.48

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.

Requsition ID: 282885

Company: Providence Jobs

Job Category: Operations & Support

Job Function: Information Technology

Job Schedule: Full time

Job Shift: Day

Career Track: Leadership

Department: 4011 SS IS STE SRVC DESK

Address: TX Lubbock 3615 19th St

Work Location: Covenant Medical Center

Pay Range: $See Posting - $See Posting

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.