This is a remote position

You.

You bring your body, mind, heart and spirit to your work as a Remote Service Desk Supervisor.

You’re generous with your thoughts, your partnerships and especially your voice, because your opinion matters.

You’re great at what you do, but you want to be part of something even greater. Because you believe that while individuals can be strong, the right team is invincible.

Us.

System Services is our Corporate Headquarters in Broomfield, Colorado and is located within the Oracle campus. SCL Health is a faith-based, nonprofit healthcare organization dedicated to improving the well-being of the people we serve.

Benefits are one of the ways we encourage health for you and your family. Our generous package includes medical, dental and vision coverage. But health is more than a well-working body: it encompasses body, mind and social well-being. To that end, we’ve launched a Healthy Living program to address your holistic health. Healthy Living includes financial incentives, digital tools, tobacco cessation, classes, counseling and paid time off. We also offer financial wellness tools and retirement planning.

We.

Together we’ll align mission and careers, values and workplace. We’ll encourage joy and take pride in our integrity.

We’ll laugh at each other’s jokes (even the bad ones). We’ll hello and high five. We’ll celebrate milestones and acknowledge the value of spirituality in healing.

We’re proud of what we know, which includes how much there is to learn.

Your day.

As a Remote Service Desk Supervisor, you need to know how to:

• Promote the mission, vision, and values of SCL Health, and abide by service behavior standards.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains the highest level of technical skill in the field of expertise.
• Assist the Manager or Director of Associate Support according to industry best standards. Maintain formal procedures for consistency and increased productivity. Build strong internal relationships amongst various IT and Clinical Teams, including Identity Management, IT Training, Service Management Office, End User Analysts, PMO, Telecom, Physician Technology Team, and Clinical Informatics. Work closely with the Security Operations team and the HIPAA Officer to ensure all security and PHI standards are met by the team.
• Be placed on-call outside of normal shift hours on a rotational basis for escalations.
• Interpret and analyze associate performance and contact center metrics
• Supervise the 24x7 support staff across various geographical zones within the United States for the end-users and affiliates of SCLHS by defining and establishing schedules, approving time cards, setting priorities, providing direct support, and handling administrative issues. Overall responsibility for Service Desk staff and the activities associated with identifying, prioritizing, and resolving reported incidents and service requests.
• Train Service Desk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.
• Analyze and identify trends in issue reporting and devising preventative solutions. Expected to offer suggestions for any notable process improvements and develop the new procedures.
• Ensure delivery of accurate information in a positive, professional, courteous, and efficient manner

Your experience.

We hire people, not resumes. But we also expect excellence, which is why we require:

Knowledge, Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements list must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficient with MS Office software, including Word, Excel and Project.
• Regular attendance to perform work on site during regularly scheduled business hours or scheduled shifts is required
• Ability to work nights and/or weekends is required for identified positions
  

Required:

• Minimum of 3 years experience in a leadership role
• Minimum 5 years Service Desk / Helpdesk experience
• Must be comfortable with computers and technology
• Process hiring, corrective action, and termination transactions
• Familiarity with call center metrics and analysis
• Strong organizational skills with the ability to handle multiple projects and appropriately prioritize tasks
• Excellent oral, written, and presentation skills
• Ability to work collaboratively with diverse groups
• Possess a service-oriented approach
• Must project maturity, confidence, and creativity
• Must possess a high standard of work and thoroughness, detail
• Must work effectively in a team environment
• Proven ability to work as part of a collaborative team, willing to work flexible hours as needed
• Experience working with customer service or support organizations
• Proficiency with basic Microsoft applications (Word, Excel, Paint, Outlook, Visio, and PowerPoint)
• Must successfully interact with end-users and technical staff on issues and communicate effectively and diplomatically within a multi-functional team
• Must successfully function in a fast-paced, service-oriented environment and adapt to changing healthcare directions
• Excellent written and verbal communication skills. Experience in dealing with difficult interpersonal situations regarding support issues.
• Perform additional duties as assigned by Manager/Director.
• Bachelor of Science or higher from an accredited college; in health care, Organizational Development, Business Administration, Information Systems Technology, or equivalent work experience.

Preferred:

• Proficiency with Active Directory Users and Computers, O365, Microsoft Exchange Server, Client connectivity (Duo, VPN, IP Softphone), and ServiceNow ticketing system
• Prior experience working in a corporate IT healthcare environment

Your next move.

Now that you know more about being a Remote Service Desk Supervisor on our team we hope you’ll join us. At SCL Health you’ll reaffirm every day how much you love this work, and why you were called to it in the first place.

#LI-Remote