Our Nothern Virginia Healthcare Client is seeking a service desk supervisor for a long-term contract opportunity to provide a customer-first culture and a team leadership presence. .
location: Sterling, Virginia
job type: Contract
work hours: 8am to 6pm
To provide the team with a leadership presence and develop a Customer First culture within
the team as they represent the main entry point for all customers to access the Service Desk
and other Support Services.
The Service Desk Shift Supervisor is responsible for day-to-day operation of the first level
support service desk analyst team as the main point of contact for IT support needs. The
Service Desk Shift Supervisor is a working position that will assist the analyst team to
troubleshoot issues raised from customer calls and coordinate problem resolution, answer
ACD phone calls to the Service Desk, use customer focused telephone skills to ensure
problem resolution and, track all activities and ensure proper closing of assigned jobs.
Additionally, the Service Desk Shift Supervisor will act as an internal escalation point after any
Service Desk Analyst have fully vetted an incident or request ticket for all possible solutions
prior to escalation outside of the Service Desk.
You play an extremely valuable role as the Service Desk Shift Supervisor. You are the
champion of the Service Desk and you serve as an example for the service desk analysts to
follow. You are the communication link between the team analysts and their Manager. You are
the first point of internal escalation for the customer. You aid in the smooth operation of the
service desk by helping your team maintain service levels and exceed customer expectations
on every contact.
? Assist Service Desk Manager in leading a team of Service Desk Analysts.
? Serve as an internal escalation point for resolving the most difficult customer issues.
? Monitors analysts shift compliance to maintain occupancy and productivity.
? Researches required information using available resources.
? Will be answering customer inquiries via phone, self-service, chat and email along with
the Service Desk Analysts in balance with Team Lead responsibilities.
? Provide Tier 1 support for all hardware/applications issues, including front-line
? Documents all call information according to standard operating procedures.
? Evaluate the quality of service desk analyst calls and corresponding ServiceNow
? Queue Manager for the Service Desk Team on a particular shift - ensures that portal
unassigned tickets, aging tickets and emails are addressed daily to increase and
maintain end user satisfaction.
? Work with Service Desk Manager to provide feedback to analysts on strengths and
areas for improvement.
Experience in providing technical support, break-fix and how-to's.
Knowledge of customer service practices and procedures. Experience
troubleshooting problems with end user devices or applications to include Remote
Work, Mobile Devices (Android/Apple), Windows/MAC OS and other end user
devices such as printers, scanners, and desktop applications.
Minimum Required: A minimum of 4 years of IT Service Desk experience in a
high call volume Call Center required, including 2 years of healthcare IT related
experience. Experience with ServiceNow or similar ITSM tool required.
Preferred/Desired: IT experience in a Healthcare organization preferred.
Previous supervisory experience combined with Service Desk experience
Preferred/Desired: Associates Degree or equivalent experience.
Preferred/Desired: HDI Support Center Team Lead Certification. Any one or
combination of the following - CompTIA A+ or HDI - Support Center Analyst (HDI-
SCA), HDI Troubleshooting and Problem-Solving Boot Camp, Microsoft Certified
Professional (MCP) or equivalent, ITIL v4 Foundation Certificate, Knowledge
Centered Service (KCS) Principles and Foundations.
- Experience level: Experienced
- Minimum 4 years of experience
- Education: Associates
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.