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IT Help Desk Supervisor in Reston, VA at Beacon Health Options

Date Posted: 2/27/2019

Job Snapshot

Job Description

About The Position:

The primary objective of the IT Help Desk Supervisor is to ensure that end users are receiving exceptional support. This position serves as the front line leader of the IT Help Desk staff, as such this person is the first escalation point for Service Desk agents. He/she will oversee the general day to day activities and functions of the 24 X 7 Service Desk. In addition, the incumbent will complete tasks such as reporting, incident trend analysis, agent skills analysis, and issue remediation to further develop and enhance the team's technical capabilities. The IT Help Desk Supervisor is responsible for the oversight of Help Desk operations, agent scheduling, timekeeping, performance, and process adherence of the Help Desk. The Help Desk Supervisor participates in, and makes recommendations regarding, hiring and process improvement decisions. Assigns personnel to various projects and directs activities. Reviews and evaluates work and prepares performance reports. Mentors subordinates on all aspects of their role.

Position Responsibilities:

  • Provide technical expertise and problem solving skills to support the Beacon Service Desk.
  • Supervise the day to day activities of the staff to include but not limited to; scheduling, recommendations for hiring and / or termination of staff, personnel issue and conflict resolution, coaching and mentoring, and development and oversight of team goals and metrics.
  • Is the first point of escalation for customer issues, operational issues, and Service Desk agent support.
  • Perform quality control check on the Service Desk / ServiceNow workflow (i.e., reports, tickets, customer service).
  • Monitor Service Desk staff to ensure professionalism, accuracy and proper use of information. Ensure that ServiceNow is effectively utilized to record, monitor and distribute incidents and requests from clients. Monitor the Service Desk staff on information technology issues, administration systems, desktop and network support and problems, to ensure that a timely, effective and high quality service is maintained, through call monitoring and random spot checks.
  • Recommend and support continuous service improvement practices. Implement and document Service Desk work processes. The Supervisor is responsible for improving and adjusting the services provided and will make recommendations on appropriate supporting technologies
  • Continually assesses agent productivity and call activity in order to ensure maximum performance.
  • Ensures the Service Desk adheres to corporate and departmental standards to the fullest extent.
  • Collaborates with the DIR, IT Operations, Management & Reporting in establishing and communicating team and individual goals, and provides constructive feedback to create a high performance culture.
  • Collaborates with other IT areas to help meet the key operational objectives of the company, along with providing seamless support to the end user
  • Completes scheduled and ad-hoc productivity reports for Director IT Operations and Reporting.
  • Provides timely escalation and initiates remediation efforts by engaging appropriate teams
  • Generally works Monday – Friday, however as required, may work nights, weekends, or holidays.

Position Requirements:

  • Minimum of 3 years experience in an IT / Help Desk role
  • Minimum of 1 year of experience in a Lead and/or Supervisor capacity
  • HDI and/or ITIL Foundations are highly desirable
  • Bachelor degree preferred, High School Diploma is required

To Apply:

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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment.  EOE/AA/M/F/Veterans/Disabled