The Service Desk Supervisor supervises procedures related to identification, prioritization and resolution of end user requests including monitoring, tracking, and coordination of Service Desk functions. This job plans, directs and evaluates processes, functions and staff associated with Information Technology Service Desk operations to cover 365/7/24 support operation. This job also evaluates IT Service Desk effectiveness, identifies training and education needs for Service Desk staff and oversees the administration and documentation of IT Service Desk policies and procedures. Licensure, Certification, or Registration Requirements for Hire: Related information technology certification preferred. Experience REQUIRED: Minimum of three (3 years of service desk experience with a minimum of two (2) years of related leadership experience. Demonstrated progressive experience in the supervision of a technical support team. Proven track record of developing and providing Service Level Agreements and Help Desk deliverables. Solid relationship management and performance management skills. Ability to motivate and direct staff members and subordinates. Ability to present ideas in user-friendly language to non-technical staff and end users. Keen attention to detail. Proven analytical and problem solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Exceptional written and oral communication skills. Education/training REQUIRED: Associate’s Degree in Computer Information Systems, or related field from an accredited program or equivalent combination of related education and experience. Education/training PREFERRED: Bachelor’s Degree in Computer Information Systems, or related field from an accredited program or equivalent combination of related education and experience. Independent action(s) required: Development of relationships with key stakeholders and end users throughout VCUHS. Negotiation, management and monitoring of Service Level Agreements. Production of enterprise metrics related to service delivery, support, and customer satisfaction Manages projects, assesses workload and assigns appropriate resources. Physical Requirements (includes use of assistance devices as appropriate): Activities: Prolonged standing Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking Emotional: Fast pace environment, Able to handle multiple priorities, Able to adapt to frequent change EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4. Who We Are Inventing better care, day by day by discovery Sound outrageous? It absolutely is. Sound impossible? That’s never stopped us before. Sound like hard work, intense research, collaboration with experts around the world, sheer brainpower meets unrelenting willpower? That’s. Exactly. Right. We’ll do whatever it takes to offer the best in care and empower the best in quality of life. And it’s an approach that works — whether it’s a patient who undergoes a new, life-saving procedure or a clinical researcher who finds promise in a new cancer treatment, exciting new medicine is happening at VCU Health. We have it all: • One college and four health sciences schools • An academic medical center • A Level I trauma center • One of only two NCI-designated cancer centers in Virginia • The region’s only full-service children’s hospital • More than 800 physicians in 200 specialties • With a community health center, dedicated research teams, facilities and valued partners in every field Our medical teams are top notch. And we’re not too shy to boast of internationally known physicians, some recognized as the best in the country, top-ranked local specialists and all-around all-stars at every level. From our very first years to our most recent advancements, we are driven to learn more, dig deeper, teach passionately and never rest in order to be a true leader in discovering what’s possible in health and recovery. We are a comprehensive system of care and a pioneer of health. Read VCU Health Year In Review for more about our accomplishments.