Nordic
Service Desk Supervisor – Service Desk Operations – Clinical Service Desk
US - National
Sponsorship not specifiedDetected 27 days ago
ComplianceCustomer SupportHIPAALeadershipCommunicationProblem SolvingMentoring
About the role
- This role will ensure operations is in accordance with the established procedures and practices and monitors desk performance.
- Clinical Service Desk Supervisor will work with the Managed Services - Service Desk leadership team on workforce planning and team direction.
- Additional details - Ability to travel up to 5% of the time Nordic is an equal opportunity employer.
Responsibilities
- Serve as an internal escalation point for leads and department wide issues
- Executing plans and processes to deliver on quality benchmarks and department goals
- Developing Service Desk Agents (I, II, III) through coaching and 1:1 sessions to review personal performance
- The Clinical Service Desk Supervisor manages, mentors, and develops a team of the first and second level clinical support Service Desk team and team leads as the main point of contact for IT support needs while embodying Nordic maxims and values.
Requirements
- BS/BA in related field, 5+ years related experience, certifications and registrations in certain areas.
- 5+ years in service desk or IT support required
- Direct staff management experience leading service-oriented teams required
- Prior experience with ticketing systems and change management processes
- Ability to work well under pressure while maintaining high productivity
- Strong attention to detail and ability to organize
- Must be able to work independently, as well as within a team environment
Nice to have
- Managing and supervising a team of Service Desk Agents (I, II, and III).
- Overseeing of call assignments, schedule, and schedule adherence within the Clinical Service Desk team
- Meeting complex customer requirements and managing requests from clients related to the Service Desks area(s) of application expertise
- Creating, facilitating, and distributing internal communication including newsletters, emails, and team meetings.
- Trending and oversight of service desk metrics including but not limited to CSAT, KPIs, and volumes to ensure SLAs are met and performance targets are met.
- Knowledge management oversight to ensure Knowledge Based Articles to improve quality and productivity
- Serving as liaison for clients and service desk for day-to-day operations and subject matter expertise
- Accountability to service levels across the service desk are met and exceeding customer expectations
Benefits
- Responsible for the hiring, onboarding, and continued education of Service Desk Agents at all levels.
- Contributing to team operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities to grow solution expertise including leading regular team meetings
Company info
- Make a difference.
This listing is sourced directly from Nordic's careers page and normalized into a canonical job model.