Service Desk Supervisor: Sal, FT Days

Position Highlights:

• Employee-centric: Competitive pay, excellent benefits, tuition assistance, retirement plan matching, recognition program, local discounts.


• Stability: Serving Erie and surrounding counties since 1876.


• Lifestyle: Sandusky was voted “Best Coastal Small Town in America”. You will have the opportunity to enjoy living and working in this growing area along the beautiful shores of Lake Erie.


• Work/life: You will find support to help you manage your personal life while building a career.

What You Will Do:

• Responsible for the supervision of Service Desk members. Provides guidance and assists with service delivery, incident and problem management. Evaluates and recommends training programs to orient new employees and to enhance the skills of existing employees.  Serves as the top most point of escalation for incidents and problems from all Service Desk team members. Provides clear leadership by example while mentoring all Service Desk team members. The position requires superior communication and people skills.  The person in this role plans, directs, and evaluates functions associated with Service Desk and Desktop support while acting as an additional resource to contribute to team productivity.  Provides advanced instruction and advice to staff members from external departments, including Management and Administrative team members. Provides Level-4 Service Desk support to Service Desk staff and system users. Generates and maintains appropriate documentation.  Responsible for the hiring and onboarding process for Service Desk members.  Subject to call by stand-by staff.


• The ability to build relationships and empower people is essential.


• Reviews Service Desk associated metrics and recommends improvements that increase customer satisfaction.


• Motivates the Service Desk team to implement "best practices" in all Service Desk initiatives.


• Coordinates the efforts of the Service Desk staff; evaluates staffing requirements and ensures adequate support is available to maintain continuous operations; ensures proper use of support tools; responds to, evaluates, and resolves problem situations; interviews and recommends applicants for hire.


• Evaluates employee performance; counsels and disciplines employees; develops programs and plans for continuing education and training of Service Desk staff to enhance their knowledge and skills.


• Uses resources efficiently; tracks and reports progress on active projects.


• Seeks and utilizes feedback from users to ensure customer satisfaction.


• Provides technical assistance, training, and ongoing support to Service Desk staff and users of FRMC systems; serves as a liaison between users and technical personnel; manages user expectations and cultivates feedback for system enhancements.


• Puts organizational goals ahead of personal goals; manages fluctuations in work and schedule requirements effectively; demonstrates initiative and cooperation.

          What You Will Need:

• Preferred Associate’s Degree in related field, or 4 years equivalent career experience. CompTIA A+ (Plus) and one additional CompTIA+ certification (Network, Security, Project, etc.) or other comparable/equivalent Manager approved certifications are required or must be obtained within 180 days of the date of hire. Certifications must remain valid.


• Required to attend leadership or other training as requested by Director.


• Demonstrates knowledge of IT Service Management frameworks and processes (Such as ITIL). Experience working with Incident, Problem and Change Management procedures.


• Demonstrates initiative and the ability to work in a stressful environment.


• Demonstrates advanced ability to troubleshoot using the Scientific method.


• Demonstrates expertise knowledge of health systems and the environment.  Extensive knowledge to install, support, and train others in proper use and care of various computer-related equipment, such as (but not limited to) best practices, PCs/workstations, printers, scanners, bar code readers, etc.


• Demonstrates ability to grasp new concepts quickly and stay current with technology.


• Demonstrates analytical abilities, creativity, and attentiveness to detail.


• Demonstrates initiative and the ability to work in a stressful environment.  Ability to occasionally be available to flex hours at times other than employee’s normally scheduled shift.


• Demonstrates compliance with Medical Center and departmental policies and procedures, and a working knowledge of Medical Center emergency codes.


• Demonstrates willingness to work overtime and/or a non-standard work schedule.