Managed Services Service Desk Supervisor

Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides health IT staffing, advisory consulting, and managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic’s culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.

A Nordic Managed Services service desk supervisor will serve as the main point of contact for IT support needs in our Managed Services division. We're looking for someone to think, act, adapt with urgency, serving as an internal escalation point. You'll need to make it about "we" by managing, supervising, training, and mentoring a team of service desk agents to ensure that SLAs are achieved. If this sounds like you, here are a couple things you’ll need:

• 4 or more years of service desk or IT support experience
• 2 or more years of experience in a management function or have relevant mentoring experience
• High level of technical skills, troubleshooting and basic PC/diagnostic knowledge with various hardware, software, and networking

If you know someone else who would be a great fit for this position, let us know.

The Service Desk Supervisor is responsible for the management of the first- and second-level support service desk team as the main point of contact for IT support needs. They will assist with the team in offering first- and second-level support to organizations by answering calls, chats, and emails from end users, troubleshooting IT issues from end users, and documenting issues to be handed off to an application support team. The Service Desk Supervisor will serve as an internal escalation point after service desk agents I’s and II’s have fully vetted an incident or ticket for all possible solutions.

Key Responsibilities

The Service Desk Supervisor within our Managed Services business will be responsible for, but not limited to:

• Managing and supervising a team of service desk agents (I and II)
• Responsible for the hiring and onboarding of service desk agents (I and II)
• Serving as an internal escalation point for resolving difficult customer issues
• Training and mentoring service desk agents (I and II) to ensure that SLAs are achieved
• Leading regular meetings to disseminate information to team members
• Creating, modifying, and upkeeping the schedule for the service desk agent I & II’s
• Ensuring adequate coverage for the service desk agents, including identifying backfills if there is a known outage
• Managing call assignments within the service desk team
• Reviewing service desk call queues and dashboard metrics on a regular basis
• Leading the service desk in achieving performance targets and identifying areas where improvements can be made
• Writing, evaluating, and contributing to knowledge base articles
• Conducting user follow-ups for customer satisfaction surveys with lower scores to diagnose what can be done to achieve higher satisfaction from the end user
• Identifying training needs and providing regular feedback to team members
• Representing the service desk at inter-departmental meetings
• Evaluating the quality of service desk calls and tickets
• Ensuring superior service levels across the service desk and exceeding customer expectations
• Providing excellent customer service
• Assisting with technical support for moderate and complex issues by creating and resolving cases
• Responding to end users with an analysis of their needs through qualifying questions over the phone and using remote applications to diagnose the needs when appropriate
• Receiving customer contacts and issues via multiple methods, including inbound and outbound phone calls, voicemails, ticket queues, and IM
• Resolving the issue as quickly as possible, or adequately documenting and transitioning the issue, following escalation protocols, as needed
• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
• Troubleshooting internal applications specific to the business, as well as problems with network connectivity, Windows, VPN/web access, etc.
• Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Attending and participating in team meetings
• Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Skills and Experience

• Post-secondary education or equivalent experience, required
• 4+ years in service desk or IT support
• 2+ years of experience in a management function or have relevant mentoring experience
• High level of technical skills, troubleshooting and basic PC/diagnostic knowledge with various hardware, software, and networking
• Excellent written and verbal customer service and communication skills
• HDI Support Center Team Lead or COMPTIA A+ certification a plus
• Proficient in English to support our clients’ needs, Spanish is a plus
• Demonstrated problem-solving skills and decision-making skills
• Ability to work well under pressure while maintaining high productivity
• Ability to work nights and weekends depending on assigned shift
• 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

Compensation and Additional Details

• Working in Madison, WI, is not required, but preferred; trips to the Nordic home office in Madison, WI will be expected
• Ability to take on-call rotations outside of core business hours, including nights and weekends
• Ability to travel up to 5% of the time

Hear why these employees love Nordic.

Vivek shares a little about what he looks for in a Managed Services employee.

We think Nordic is a great place to work. But don’t take our word. Our employees have consistently rated Nordic one of the best places to work. Proof?

• Wisconsin State Journal Top Workplaces (2020)
• Modern Healthcare's Best Places to Work (2014-2017, 2019-2020)
• Madison Magazine Best Places to Work (2016-2019)
• Becker's Healthcare Top Places to Work (2016-2019)
• Inc. Top 50 Best Places to Work (2017-2018)

For even more workplace awards, visit our awards page.