Job Description

  • Job LocationUS-AZ-SCOTTSDALE
    Requisition ID
    2019-23438
    Shift
    01 - Days
    Department
    IT Customer Service
    Facility
    Support Services
    Position Type
    Regular Full-Time
    Physical Work Location and New Employee Orientation Location : Address
    9003 E. Shea Blvd
    Work Hours
    Mon-Friday 8pm -5pm
  • Overview

    HonorHealth is a non-profit, local healthcare organization known for community service and outstanding medical quality. HonorHealth encompasses five acute care hospitals with approximately 11,500 employees and 4,500 volunteers, over 70 primary and specialty care practices, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.

    HonorHealth is a leader in medical innovation, talent and technology with a genuine commitment to your growth. The health system's vibrant careers take place in an environment filled with opportunity and respect because we see the HONOR in you.

    Qualifications

    Education
    Bachelor's Degree or 4 years' related experience in Computer Science, Information Systems, or a related discipline Required

    Experience
    6 years of experience in support of customer desktops or Service Desk Required
    1 year of experience in an IT lead or IT supervisor support role. Required

    Responsibilities

    Job Summary
    The IT Support Supervisor focuses on supervising, mentoring, coaching, training and coordination of IT support staff. The Supervisor is responsible for overseeing and directing the day-to-day work activities of Level I, II and III employees.
    In addition the IT Support Supervisor leads Tier 1 or Tier 2 teams to resolve incidents, requests and problems and oversees project assignments.

    • People Management
      •Provides first-line management to monitor and regulate employees in their performance of assigned or delegated tasks.
      •Supervises the activities of a team’s technical support staff to ensure the systems operate effectively and reliably.
      •Coaches and trains technicians, performs quality assurance on incidents and requests to identify coaching opportunities.
      •Under the guidance of the department manager, supervises staff including hiring, interviewing, disciplinary actions, terminations, training, work assignment, projects plans, scheduling, career development, mentoring, coaching, performance goal setting and reviews.
    • Customer Service
      •Provides a satisfying customer experience by interacting in a kind and pleasant manner.
      •Uses communication skills to listen to, identify & address customer needs while building a relationship and rapport with customers. Builds positive working relationships with team members, managers & all departments.
      •Prioritizes and responds promptly based on severity levels to needs of the customer. Proactively or timely recognizes opportunities for service recovery and acts to resolve issues.
      •Frequently communicates with IS team, Manager and necessary departments.
    • Project & Task Management
      •Develops project plans.
      •Assigns resources to projects and acts as escalation point to ensure achievement of established project milestones.
      •Oversees submission to the knowledgebase, maintains team website, creates process maps, develops new framework & processes around problem management, develops training materials for customers and staff.
      •Monitors work queue volume, assigns resources & delegates work, coordinates major incidents response, responds to customer complaints & surveys, maintains & supports ITSM applications & runs ITSM reports.
      •Oversees, monitors and performs system maintenance, repairs, replacements, upgrades and implementations of computer & software systems, configuring, developing, planning, testing, training, documenting and executing changes to supported systems to increase productivity. Identifies and evaluates opportunities. Provides cost/benefit, systems analysis, report development, end user workflow review, process design and project management/planning.
      •Assists with department budgets, reporting, establishment and enforcement of policies, processes, procedures, standards, systems strategy, departmental planning, change management, incident management and quality enhancements.



    It is the policy of HonorHealth to provide equal opportunity in employment. Selection and employment of applicants will be made on the basis of their qualifications without regard to race, color, religion, creed, national origin, age, disability, sexual orientation, marital status, veteran status or any other legally protected status.

    Please review the Equal Employment Opportunity poster.

    Please review the Equal Employment Opportunity Poster.HonorHealth wants all interested and qualified candidates to apply for employment opportunities. If you are an applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us at EmploymentOffice@HonorHealth.com . Please indicate the specifics of the assistance needed. This option is reserved only for individuals with disabilities that are unable to use the online tools and is not intended for other purposes.

    Application Instructions

    Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

    Apply Online