DaVita IT Service Desk Supervisor in Brentwood, Tennessee
We need the Teammate in this position to oversee day-to-day operations within the service desk area along with coordination of training and development for all ITSS Service Desk
Professionals and Specialists. The Service Desk Supervisor is also responsible for reporting statistical information regarding service levels to the Service Desk Managers, Sr. Manager and the Director of IT Support.
ESSENTIAL DUTIES & RESPONSIBILITIES
The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive.
Trouble-shoot, resolve and escalate customer issues, for which Service Desk Professionals and Specialists are unable to resolve.
Provide feedback and updates to customers (and other appropriate Teammates) through to resolution of such issues.
Appropriately tracks customer or other Service Desk operational issues and follows up as needed.
Ensures appropriate level of engagement from the Service Desk with Major Incident and Problem processes
Tracks and maintains aging open incidents for the Service Desk.
Identifies resources in the Service Desk area to participate in cross training and works with other Service Desk Leadership and the Workforce Management team to adjust scheduling as necessary
Manages Service Desk coverage and makes changes as needed to shift hours, staffing etc.
Participates in rotational Supervisor on-call coverage for weekends and holidays
occasionally works during evening or weekend hours when warranted
Assists with on-boarding of new teammates
Reviews performance results for the Service Desk, identifies opportunities for improvement, and makes/implements improvement suggestions
Offers feedback with performance appraisals and compensation for Service Desk Professionals/Specialists
Ensures appropriate functionality and coverage with respect to the Service Desk ACD/Telecom system
Manage through change in a positive and constructive manner
Here is what you can expect when you join our Village:
A "community first, company second" culture based on Core Values that really matter.
Clinical outcomes consistently ranked above the national average.
Award-winning education and training across multiple career paths to help you reach your potential.
Performance-based rewards based on stellar individual and team contributions.
A comprehensive benefits package designed to enhance your health, your financial well-being and your future.
Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation.
Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required.
Demonstrated commitment and adherence to all DaVita core values
A demonstrated positive attitude and approachability is expected
College Education (2 year) or equivalent job experience
Proficient with MS Office applications
2 plus years of Customer Service experience in a support environment
Excellent oral and written communication skills with the ability to communicate technical information to non-technical personnel.
1 year previous experience in the Information Technology field
Demonstrated ability to establish priorities, set objectives and meet them with minimal supervision
Demonstrated ability to analyze complex problems, use problem-solving skills to resolve them, request assistance and work with outside groups when appropriate to see the problem
Advanced interpersonal skills
Requires working knowledge and/or good theoretical knowledge of Service Desk escalation procedures
Ability to identify, document and adjust processes and process flows to provide customer service to the Village.
Ability to work evening , weekend, and holiday coverage as needed and scheduled
Ability to travel up to 10%
Ability to deal with confidential information and/or issues using discretion and judgment.
About Information Technology
The Information Technology Department designs, develops and maintains software programs required to keep DaVita on the leading edge of medical technology. DaVita's Information Technology Department has both clinic facing and non-clinic facing subgroups that provide our clinician teammates the tools to provide quality patient care. DaVita IT utilizes designers, developers, system architects, project managers, application architects, nurses, trainers and many more professionals to incorporate the technology needs of our clinicians, business and physician customers.
Join us as we pursue our vision " To Build the Greatest Healthcare Community the World has Ever Seen . "
Why wait? Explore a career with DaVita today.
Go to http://careers.davita.com to learn more or apply.
To learn more about our Village and the world of dialysis, click here .
Follow us on Facebook and LinkedIn
DaVita is an equal opportunity/affirmative action employer. As such, DaVita makes hiring decisions solely on the basis of qualifications and experience, and without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.