Service Desk Supervisor

The service desk supervisor position is responsible for the management and coordination of a 24x7 service desk in Wilmington. The role will be the first point of contact for IT customers and be responsible for the proper processing of end-user issues and maintains service level agreements. This is a customer-facing position with responsibility for significant input to, and/or development of, process improvements affecting the team, the department, and most importantly, our customers. Responsibilities include: Supervise the day-to-day operation of hospital IT service desk Work with the Florida Supervisor to assure seamless support and ensure an excellent customer experience.Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issuesEnsure Client satisfaction and serve as liaison between customer, resources, and vendorsService and resolve customer problems and escalations as requiredAssumes management responsibility of severe problems or calls that are exceeding documented target resolution timeServe as the Service Desk escalation point Assists with and develop Service Desk SLAs, processes, and customer information documentation Directs, mentors and supports analyst and technician trainingMonitor staff performance to ensure that service levels are maintainedOn Site Staff administrative and supervisory work including oversight of On-site technical and non-technical staffPerforms root cause analysis and implements continuous improvement practices24x7 On call duties as required Qualifications: Bachelor's Degree with 3-5 years of relevant experienceService Desk experience, including call center software knowledge.Excellent communication, time management, and decision making skills.ITIL certification  IT healthcare experience (preferred) If you are a results-oriented individual who strives for excellence, and you are interested in learning more about the numerous opportunities and benefits that our healthcare provider client has to offer, then we invite you to apply.