AdventHealth Information Technology

All the benefits and perks you need for you and your family:

Benefits from Day One

Career Development

Whole Person Wellbeing Resources

Award-winning IT Department

Our promise to you:

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-Time Days Remote

The role you'll contribute:

The Service Desk Supervisor, under the general direction of the Service Desk Manager, ensures Level One Contact Center support for all AIT supported systems, applications, and equipment. They also provide leadership, coaching, managerial, technical, procedural, and process related assistance to the members of the Service Desk Team during their assigned shift.

The value you'll bring to the team:

• Supervises, coaches, trains and leads the Service Desk Analysts so they are fully engaged with departmental objectives and are committed to working efficiently toward continuous improvement and service excellence.

• Screens the qualifications and experience of applicants, interviews candidates and makes primary recommendations to hiring Manager.

• Supervises and performs coaching, ongoing education, performance appraisals, counseling and general management of assigned Service Desk Analysts. Provides promotion recommendations to Manager.

• Proven ability to multitask, establish partnerships across teams, and proactively address issues and opportunities for improvement in a fast paced, high volume environment to ensure that priority issues are appropriately assigned and necessary resources are engaged.

• Participates in Service Desk Leadership on-call rotation and interprets company policies as they relate to incident management and communications.

• Records problems/concerns, establishes acuity level and does follow-up as necessary on reported incidents including escalation of problem/concern with the authority to bypass the standard escalation path as necessary.

• Ensures that major technical, system or application issues (planned and unplanned) are appropriately addressed and communicated.

Qualifications
The expertise and experiences you'll need to succeed:

EDUCATION AND EXPERIENCE REQUIRED:

• Associate degree in related field required or a minimum of 3 years experience in IT with at least 2 years experience working as a supervisor, team lead, or Senior level analyst in a customer service or technical support contact center with experience in rapidly shifting procedures and processes

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

• ITIL Foundations (must be obtained within 60 days of hire date)

• 1 additional current professional/technical certification (must be obtained within 1 year of hire date)

---