IT HELP DESK SUPERVISOR

Jamaica Hospital Medical Center currently seeks an experienced IT Help Desk Supervisor for an immediate onsite, full-time opportunity.  We are looking for a strong leader, to be responsible for overseeing the day-to-day functions of the IT Help Desk team members. Providing best-in-class customer service to our internal customers is the top priority of our IT Team.

ESSENTIAL FUNCTIONS

• Supervise a team of Tier 1 Analysts
• Monitor call queues and maintain a low call abandonment rate
• Provide an escalation point for problems within the Help Desk
• Monitor daily operations of the Help Desk to ensure effective and efficient operations
• Assign work to Technicians in accordance with schedules and deliverables
• Review work for accuracy and completeness
• Further enhance existing and / or develop policies and procedures for Senior Management review
• Standardize documentation and Run Books.
• Ensure the compliance to established practices and procedures
• Analyze performance of the Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action
• Track and analyze trends in Help Desk requests and generate statistical reports
• Train, coach, and mentor Help Desk Analysts
• Other duties may be assigned, as needed or required.