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Service Desk Supervisor

Job in Kansas City - Wyandotte County - KS Kansas - USA , 66101
Company: The University of Kansas Hospital
Full Time position
Listed on 2021-03-18
Job specializations:
  • Customer Service/Help Desk
    Help Desk Internship, Help Desk
  • IT/Tech
    IT Support
Job Description & How to Apply Below
Position Title

Service Desk Supervisor

Bell Hospital

Position Summary / Career Interest:

The Service Desk Supervisor is responsible for assisting the Service Desk Manager in the everyday activities related to the HITS Service Desk ensuring productivity, while maintaining an outstanding level of customer service to our customers.

The Service Desk Supervisor will be responsible for proactive planning, supporting and organizing the Service Desk to be flexible and adaptable. This individual will serve as the primary trainer for the HITS Service Desk and is an internal escalation point for issues within the Service Desk. They will be responsible for updating all documentation related to the processes and procedures related to the Service Desk.

The Service Desk Supervisor will also assist in the creation and revising of daily, weekly, and monthly reports concerning metrics and goals of the Service Desk, in order to identify trends and areas of improvement.

The Service Desk Supervisor will act as the KCS coach for the Service Desk and will be responsible for promoting skill development, train the Service Desk on the KCS workflow, KCS article management/reporting and reviews KCS articles for accuracy. The Service Desk Supervisor will also act as the Domain Expert for the HITS Service Desk and will be responsible for ensuring efficient and effective problem solving for the team, assist in maintenance and development of the knowledge base quality and flow, development of reports on key metrics for value to the department and business and ensure effective knowledgebase operations.

The Service Desk Supervisor will also be instrumental in the hiring process, as well as carrying out corrective action when necessary.

Position Description:

* Primary responsibility is assisting users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
* Secondary responsibility is assisting users over the telephone, through email, online chat and/or at desk side in a prompt, professional and courteous manner.
* Works with vendor support to resolve technical problems with desktop computing equipment and software.
* Skilled in communication under potentially adverse situations with a focus on customer service and satisfaction.
* Responsible for obtaining information to diagnose a problem, and simultaneously create, assign and document all reported issues into the Hospital Service Desk tracking system.
* Maintains an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the ITS department.
* Participates in Hospital technology projects as assigned.
* Maintains an accurate accounting of time spent on end user issues and on ITS projects.
* Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
* Demonstrates competence in troubleshooting and resolution of reported issues and the ability to escalate through appropriate channels any issues that cannot be resolved at Tier I.
* Demonstrates competence in documenting trouble ticket resolutions, maintains Hospital knowledgebase articles and actively participates in maintaining and supporting policies and procedures.
* Demonstrates the ability to manage time and resources in the best interest of the Hospital.
* Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records.
* Identifies opportunities to see where training needs would improve productivity within the department or within the Hospital
* Trains end users on basic hardware, software and network resources, on a one-on-one basis.
* Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
* Participates in on-call rotation and provides end user support during off hours, holidays and weekends.
* Demonstrates a willingness to work as a member of a team.
* Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
* Note: These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.



* High School Diploma OR
* 5 years of experience in Information Technology
* Experience with Microsoft Office
* Must Pass EPIC certification within first 6 months of employment


* Associates Degree in Computer Science
* Microsoft Certified Solutions Associate (MCSA)

Time Type:

Full time

Job Requisition ID:


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Less than 1 Year work experience
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