To provide the team with a leadership presence and develop a Customer First culture within the team as they represent the main entry point for all customers to access the Service Desk and other Support Services. The Service Desk Shift Supervisor is responsible for day-to-day operation of the first level support service desk analyst team as the main point of contact for IT support needs. The Service Desk Shift Supervisor is a working position that will assist the analyst team to troubleshoot issues raised from customer calls and coordinate problem resolution, answer ACD phone calls to the Service Desk, use customer focused telephone skills to ensure problem resolution and, track all activities and ensure proper closing of assigned jobs. Additionally, the Service Desk Shift Supervisor will act as an internal escalation point after any Service Desk Analyst have fully vetted an incident or request ticket for all possible solutions prior to escalation outside of the Service Desk. You play an extremely valuable role as the Service Desk Shift Supervisor. You are the champion of the Service Desk and you serve as an example for the service desk analysts to follow. You are the communication link between the team analysts and their Manager. You are the first point of internal escalation for the customer. You aid in the smooth operation of the service desk by helping your team maintain service levels and exceed customer expectations on every contact.

Job Responsibilities

• Assist Service Desk Manager in leading a team of Service Desk Analysts.
• Serve as an internal escalation point for resolving the most difficult customer issues.
• Monitors analysts shift compliance to maintain occupancy and productivity.
• Researches required information using available resources.
• Will be answering customer inquiries via phone, self-service, chat and email along with the Service Desk Analysts in balance with Team Lead responsibilities.
• Provide Tier 1 support for all hardware/applications issues, including front-line support.
• Documents all call information according to standard operating procedures.
• Evaluate the quality of service desk analyst calls and corresponding ServiceNow tickets.
• Queue Manager for the Service Desk Team on a particular shift – ensures that portal unassigned tickets, aging tickets and emails are addressed daily to increase and maintain end user satisfaction.
• Work with Service Desk Manager to provide feedback to analysts on strengths and areas for improvement.
• Service Desk POC for Tier II teams on shift for analyst related mis-assignments and questions.
• Confirm a high level of responsiveness, communication, professionalism, and overall staff knowledge.
• Ensuring staffing levels are maintained throughout operation hours.
• Monitoring the achievement of target service levels, generating management reports and noting any ‘gaps’ in performance.
• Leading the service desk in achieving performance targets and identifying areas where improvements can be made.
• Representing the Service Desk at inter-departmental meetings.
• Fields analyst questions throughout their shift to avoid escalated misassignments.
• Identifying training needs for Service Desk analysts.
• Maintains attendance on their shift and notifies the Service Desk Manager of any attendance trends.
• Floor coaching and mentoring for team members to ensure the Service Desk meets its SLA goals.
• Provides feedback to Service Desk Manager on each analyst for One-On-One meetings.
• Conduct daily and weekly team huddle meetings for dissemination of information, just-in-time training and open discussion.
• Performs as additional surge resource answering calls to the Service Desk when additional capacity is needed.

Additional Requirements
Education:

Bachelor’s Degree / Computer Science - Or HS Diploma/GED and 4 years of IT related work experience.

Experience:

Experience in providing technical support, break-fix and how-to’s. Strong knowledge of customer service practices and procedures. Experience troubleshooting problems with end user devices or applications to include Remote Work, Mobile Devices (Android/Apple), Windows/MAC OS and other end user devices such as printers, scanners, and desktop applications.

Minimum Required: A minimum of 4 years of IT Service Desk experience in a high call volume Call Center required, including 2 years of healthcare IT related experience. Experience with ServiceNow or similar ITSM tool required.

Preferred/Desired: IT experience in a Healthcare organization preferred. Previous supervisory experience combined with Service Desk experience preferred.

Skills:

Preferred/Desired: HDI Support Center Team Lead Certification. Any one or combination of the following - CompTIA A or HDI – Support Center Analyst (HDI-SCA), HDI Troubleshooting and Problem-Solving Boot Camp, Microsoft Certified Professional (MCP) or equivalent, ITIL v4 Foundation Certificate, Knowledge Centered Service (KCS) Principles and Foundations.

ABOUT US

Inova is Northern Virginia’s leading nonprofit healthcare provider. Our mission is to provide world-class healthcare – every time, every touch – to each person in every community we have the privilege to serve. Inova’s 18,000 team members serve more than 2 million individuals annually through an integrated network of hospitals, primary and specialty care practices, emergency and urgent care centers, outpatient services and destination institutes.
Safety Always: Learn how we keep our team members and patients Safe@Inova.

Job Type: Full-time

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• CompTIA A or HDI – Support Center Analyst (HDI-SCA): 2 years (Preferred)
• Support Center Analyst (HDI-SCA: 2 years (Preferred)
• Knowledge Management: 2 years (Required)
• Customer service in a Service Desk or call center: 3 years (Required)
• ServiceNow or similar ITSM tool: 2 years (Required)

License/Certification:

• HDI Support Center Team Lead Certification (Preferred)
• ITIL 4 Foundation Certification will be required after start (Preferred)

Work Location: In person