Supervisor, Desktop Support Services
Summary
At STA, we believe our superpower is our people. It is no accident that our values are rooted in saving lives through organ and tissue donation. This role is focused on growing, looking for a different way to drive our mission, and sustaining the best OPO in the country. Success factors for this role include leading and focusing on operational leadership for the Service Desk and Desktop Support, ensuring customer and business unit needs are met. This includes acting as a customer liaison, providing supervisory and technical guidance, analyzing performance metrics, and recommending operational improvements. The Supervisor manages Service Level Agreements (SLAs), problem resolution, and quality assurance and oversees IT outage procedures. Additionally, they play a crucial role in adding new users to the Service Desk, leading teams, and managing IT projects.
Reporting to the Director of Information Technology, the Supervisor coordinates resources to achieve business and operational objectives. This role involves decision-making on resource utilization, handling staff evaluations and training, managing user service issues, and overseeing team activities. The position requires active participation in Change Management processes and adherence to the Innovation Division escalation path.
Collaborating with the Director of Information Technology and Security, they implement and maintain ITIL procedures, develop and update SLAs and Key Performance Indicators (KPIs), and refine IT Service Desk Standard Operating Procedures (SOPs) and metrics. This role involves supervising incident lifecycle management within the IT Service Desk ticketing system, ensuring efficient change management, prioritizing tickets, communicating statuses, managing escalations, adhering to SLAs, and contributing to ongoing process improvement and the Solutions Knowledge Base.
Essential Job Functions and Responsibilities
The Supervisor, Desktop Support Services serves as:
1) Technical Support and Incident Management: Oversee all aspects of operational technical support at STA, managing every request, incident, and problem with 100% efficiency. Lead urgent and complex support issues, serving as the primary escalation point. Develop and refine phone/ticket escalation processes to ensure effective organizational communication. Analyze and identify root causes of technical issues, ensuring transparent communication with stakeholders. Completes, escalates, and promptly assigns tasks, IT incidents, and IT service requests. Provide resource and operational management of service desk team members, managing priorities, deadlines, and time-critical situations. Manage, maintain, and coordinate 24x7x365 coverage for critical production systems.
2) Operational and Communication Management: Supervise the day-to-day operations of the Desktop Support and Service Desk team, ensuring all service disruptions are effectively managed in line with ITIL best practices and the organization's internal policies. This role involves leading both small and large teams, managing multiple IT projects concurrently while keeping track of progress, and communicating project statuses and reports to management. Additionally, in collaboration with the Director of Information Technology and Security, take charge of the communication process during outages or emergencies, ensuring timely and accurate information dissemination to all relevant parties.
3) Service Desk Enhancement, Reporting, and Performance Management: Responsible for the Service Desk's enhancement and performance monitoring. Implement and maintain self-service tools to improve efficiency and effectiveness. Monitor service desk activities, analyzing performance metrics to generate detailed reports that identify trends and areas for improvement. Develop and execute strategies for continuous service improvement, aiming to establish the service desk as a central hub of information and service delivery. Oversee the development, implementation, and monitoring of Service Level Agreements (SLAs), Service Level Targets (SLTs), and Key Performance Indicators (KPIs). Utilize these metrics to measure service desk and desktop support performance, ensuring alignment with user expectations and organizational objectives. Provide regular data and reporting on productivity metrics and trends to the Director of IT and other stakeholders, emphasizing user-oriented service enhancements and innovative solutions to meet evolving needs.
4) Service Level and Compliance Management: Ensure compliance with all service level agreements (SLAs) and regulatory requirements, including HIPAA and HITECH. Regularly review and provide input on IT internal policies, ensuring they align with STA's operational standards and regulatory obligations. Guarantee service levels are consistently met and operational hours adequately staffed to maintain uninterrupted service quality.
5) Continuous Improvement and Staff Development: Develop the Knowledge Management Systems according to ITIL Standards, ensuring accuracy in the creation, submission, and review of Knowledge Base articles. Cultivate a culture of continuous service improvement, encouraging innovation and efficiency in IT support services. Coach and mentor IT Desktop support staff, fostering an environment of professional growth and skill enhancement. Provide comprehensive training to new team members, ensuring high competency and knowledge. Participate in various IT projects, contributing valuable insights and expertise to support STA's technological advancements and initiatives.
6) Employee Onboarding and Offboarding Management: Act as the IT lead in the onboarding and offboarding of employees, which includes configuring and confirming Outlook clients, setting up OneDrive accounts, managing Active Directory groups (both security and distribution), and setting up cloud-based phone accounts. Regularly assist in New Hire Orientation training, ensuring new employees are well-equipped with necessary IT resources and knowledge.
7) Asset and Software Management: Oversee asset and software management, ensuring a proper inventory for daily operations at Southwest Transplant Alliance (STA). Coordinate efforts with third-party service and maintenance providers to maintain STA's equipment and software optimally. Oversee the warranty repairs process, adhering to authorized warranty and repair authorization procedures. Ensure efficient and effective management of IT assets, aligning with organizational needs and budgetary considerations. This role involves meticulous tracking and updating of inventory records, proactive identification of equipment needs, and strategic planning for software updates and hardware upgrades to support STA's evolving operational requirements.
8) Continuous Skill Development and Technology Adaptation: Maintain and continuously update skills as technology and implementations evolve to assist STA in expanding and diversifying service offerings. Stay abreast of the latest technological trends and advancements, ensuring the Desktop Support team can handle emerging challenges and opportunities within the IT landscape.
9) Other duties as assigned or requested.
Education, Experience, and Licensing Requirements
Required: Associate degree in Business Administration or related field. Bachelor’s degree in MIS, CS, or a related field (preferred).
Required: 5+ years in Information Technology, with 3+ years leading service desk/desktop support operations.
Required: CompTIA, ITIL, or other applicable industry or systems certifications (e.g., A+, ITIL, CCNA).
5+ years of experience using ticketing system software like SolarWinds, ManageEngine, Remedy, etc. This should include service experience with various leadership and executive-level stakeholders.
5+ years of progressively responsible experience in troubleshooting desktop support equipment and software; creating or contributing significantly to standard operating procedures manuals and documentation; and developing, implementing, and maintaining inventory management software.
Strong understanding of ITIL best practices and ticketing systems tools (Service Catalog, Reporting, Ticket Management).
Demonstrated ability to lead and effectively communicate with staff at all levels, including the ability to communicate with both technical and non-technical staff across multiple disciplines.
Qualifications and Skills
Coach and develop – Mentor others. Establish an environment conducive to continuous feedback.
Provide direction – Promote empowerment. Redirect operations as necessary to achieve objectives.
Deep knowledge of modern Windows OS and applications, including the Office 365 Suite.
Experience with Active Directory, MS Intune, Exchange, and Apple support.
Basic networking protocols and components knowledge, including the OSI model, TCP/IP, DNS, switches, and wireless access points.
Strong knowledge in Patch Management, Anti-Malware/Anti-Virus, desktop/laptop imaging, anti-virus, and inventory management tools.
Ability to create reports to show SLAs, metrics, KPIs, and customer satisfaction trends to identify and implement process improvements.
Hands-on experience with infrastructure monitoring technologies, processes, and techniques.
Familiarity with Microsoft products, ITIL Ticketing Systems, enterprise phone systems, antivirus, imaging, asset management, and MDM (Mobile Data Management).
Familiarity with industry regulations (e.g., HIPPA, HITECH, etc.)
Direct experience in a healthcare setting is strongly preferred.
Excellent communication skills required. Must have the ability to communicate effectively with all levels of personnel and to represent the organization publicly.
Ability to work both independently and as part of a team required.
Ability to cope with high levels of stress and able to handle a heavy workload.
Ability to travel in light and commercial aircraft or drive his/her personal auto in order to meet all job duties and responsibilities.
Current Driver’s license required.