The Supervisor, Medxcel IT Service Desk is responsible for leading a team that supports the user’s experience with Medxcel’s technology platforms. The Supervisor assists the Manager with daily operation of the department by providing guidance and support to the Specialists.

The ideal candidate will have strong technology and communication skills with proven success in assessing issues, identifying solutions, and delivering to expectations. He or she will be responsible for some system administration and process documentation for work and call flows across multiple channels and audiences.

This position will be located at Central Office- Indianapolis,IN.

Service Desk Team Leadership and Development

• Lead and motivate team members to pursue excellence.
• Define, review and coach to key performance indicators.
• Conduct one-on-one meetings with associates.
• Confidentially lead Specialists in all areas, including but not limited to, conflict management, task delegation, disciplinary actions, and development for long-term success for either internal or external career ambitions.
• Establish priorities and measure work of associates.

Internal and External Customer Interactions

• Handle incoming phone calls, tickets, and other support requests as needed.
• Serve as Medxcel IS support SME to provide Tier 2 support for escalated issues.
• Oversee and maintain Specialist service levels.
• Technology enhancements – support planning and implementation of Medxcel system enhancements.
• Partner with IS stakeholders on future technology solutions roadmap.

IT Provisioning and Access

• Assign and monitor IT provisioning tasks.
• Collaborate with Manager and business stakeholders for continuous improvement on provisioning and access request processes.
• Manage and maintain business continuity processes for Operations and the Medxcel Contact Center (CEC), including Escalation processes and the after-hours emergency dialer.
• Provide process oversight for IT equipment procurement and lifecycle.

Education:

• Associates degree, Information Technology or related field. Or equivalent work experience required
• Bachelors degree, Information Technology or related field. Or equivalent work experience preferred

Experience:

• 3 years’ experience in customer focused solution delivery, preferably in a help desk environment.
• Ability to work under pressure and manage multiple competing priorities.
• Ability to develop and lead a team including hiring, training, and on-going coaching for success.
• Creative, strategic, and analytic thinker who can manage multiple priorities and concurrent deadlines while motivating and leading a small team preferred.
• Experience communicating with all levels of an organization including senior or executive levels preferred.

Knowledge, Skills and Abilities:

• Must have knowledge in VoIP telephony applications within a Call Center environment.
• Must have knowledge of software applications such as Microsoft Office suite, including Dynamics, Azure and Microsoft 365.
• Must have knowledge of incident and problem management practices preferably within the ITIL framework.