Help desk supervisor

Status : Direct Hire

Job Title : Desktop Support Supervisor

Location : On-site

Salary : $85,000-$95,000

About the company :

They're a nonprofit providing health insurance services to meet the healthcare needs of low-income Oregonians. They serve about one-quarter of Oregon Health Plan members.

Their mission is to inspire and partner to create quality and equity in individual and community health. Their vision is healthy communities for all individuals, regardless of income or social factors.

They focus on the total health of our members, not just traditional health care. In teaming up with members, families, and communities, they help Oregonians live better lives, prevent illness and respond effectively to health issues.

Every day, they help hundreds of thousands of Oregonians get the care they deserve. But good health is more than health care.

That’s why they invest in programs that help people get housing, healthy food, job training, and more.

Desktop Support Supervisor :

This position is responsible for leading the daily operations of the Service Center technical support team to meet organizational needs and in compliance with state and federal requirements.

Primary responsibilities include technical and employee supervision, planning, and communications.

Desktop Support Supervisor Responsibilities :

Technical Supervision :

• Supervise daily operations of the technical support team, such as call performance, work management, and daily operational processes, with emphasis on exceptional customer experience.
• Approve staff scheduling and work assignments and coordinate coverage during times of absences and increased workload.
• Oversee 24x7 on-call rotation for Service Center staff; serve as escalation point for Service Center staff.
• Ensure that daily operational processes are completed.
• Act as a technical escalation point for technical staff; provide technical support as needed.
• Work with the Service Center Manager to design, implement and maintain detailed written policies, processes, and standard operating procedures.
• Provide input into long-term IS planning.
• Coordinate the technical support team’s communication with internal and external customers.

Employee Supervision :

• Supervise team(s) and recommend team direction and goals in alignment with the organizational mission, vision, and values.
• Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations.
• Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff.
• Train, supervise, motivate, and coach employees; provide support toward employee development.
• Incorporate guidance from equity tools into people leadership, planning, operations, evaluation, and decision-making.
• Ensure team adheres to department and organizational standards, policies, and procedures.
• Evaluate employee performance and provide regular feedback to support success; recognize strong performance and addresses performance gaps and accountability (corrective action).
• Perform supervisory tasks in collaboration with Human Resources as needed.

Organizational Responsibilities :

• Perform work in alignment with the organization’s mission, vision, and values.
• Support the organization’s commitment to equity, diversity, and inclusion by fostering a culture of open-mindedness, cultural awareness, compassion, and respect for all individuals.
• Strive to meet annual business goals in support of the organization’s strategic goals.
• Adhere to the organization’s policies, procedures, and other relevant compliance needs.
• Perform other duties as needed.

Desktop Support Supervisor Qualifications :

Minimum 5 years experience in a technical support role, including 1 year at a senior technical support level.

Preferred :

• Demonstrated ITIL training and / or certification.
• 1 year experience in managed care health insurance.
• 1 years of experience leading or supervising End User Technical Support teams : to include Desktop to L3 employees.
• 1 years of practical experience effectively leveraging IT Service Management (ITSM) tools.
• Minimum 1-year experience in a supervisory, lead position or completion of the Aspiring Leaders Program; lead roles should include regular assistance to a manager or supervisor in employee hiring, coaching, performance evaluation, and other supervisory tasks.

Knowledge, Skills, and Abilities Required :

• Working knowledge of end user facing technologies, including PCs, laptops, thin clients, tablets, phones, Macs, printers, and associated peripherals.
• Working knowledge of Windows Active Directory administration, TCP / IP, Exchange, Microsoft productivity suites, and other similar software.
• Understanding of service management, including associated tools and processes, and governance frameworks such as ITIL.
• Knowledge about how the IS functions work and relate to one another.
• Knowledge of computer programming concepts and practices.

Last updated : 2024-03-23