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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. 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.
Key Responsibilities
The Clinical Service Desk Supervisor will be responsible for, but not be limited to:
Managing and supervising a team of Service Desk Agents (I, II, and III).
Responsible for the hiring, onboarding, and continued education of Service Desk Agents at all levels.
Serve as an internal escalation point for leads and department wide issues
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
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
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
Adhering to policies and procedures such as HIPAA and client notification expectations
Leading, Managing, and/or working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested
Required Skills And Experience
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
Full understanding of Healthcare Terminology and IT competencies
Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases systems implementations, preferred
Prior experience with ticketing systems and change management processes
Excellent customer service and communication skills, written and verbal
Demonstrated problem-solving skills and decision-making skills
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
Must demonstrate and embody Nordic’s maxims
Desired Skills and Experience
Industry-specific certification(s) (e.g. ITIL, HDI, etc.) preferred.
Experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.).
Experience or knowledge with ITIL.
Additional details
Ability to travel up to 5% of the time
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
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