As one of the nation's leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children â“ even those who may never enter our doors â“ through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
Nemours is seeking a Service Desk Supervisor (Full-Time) to join our Nemours Children's Hospital team in Orlando, Florida.
Located in Orlando, Fla., Nemours Children's Hospital is the newest addition to the Nemours integrated healthcare system. Our 100-bed pediatric hospital also features the area's only 24-hour Emergency Department designed just for kids as well as outpatient pediatric clinics including several specialties previously unavailable in the region. A hospital designed by families for families, Nemours Children's Hospital blends the healing power of nature with the latest in healthcare innovation to deliver world-class care to the children of Central Florida and beyond. In keeping with our goal of bringing Nemours care into the communities we serve, we also provide specialty outpatient care in several clinics located throughout the region.
Primary function is to supervise the daily operational activities of the Enterprise Service Desk, which includes oversight for twenty + direct reports, spanning two regions, remotely managing personnel is a key function. The Supervisor will serve as a point of customer and internal IS escalations, ensuring strong service delivery and exceptional customer service. The role requires ensuring sufficient staffing levels, resource scheduling and coaching/mentoring analysts. Generating and circulating individual performance metrics associated with analyst objectives is a monthly responsibility.
Daily activities include reconciling time cards, managing customer escalations, policy enforcement, and conducting work quality assessments. Participate in the after hours escalation rotation with Service Desk Manager in support of the 24/7 Service Desk. Must ensure prompt customer communications regarding system outages. Manages Service Desk Ticket queues and ensures Service Desk tickets are completed within Service Level agreements.
Responds to escalated user requests/incidents received and provides first level support for both remote and local customers regarding office and clinical information systems, network, hardware, and software issues, triaging and routing to next level of support where appropriate.
Provide supervision of daily Service Desk team activities- including monitoring individual work queues, assigning work and providing status updates, prioritization of tasks and coordination of resources, learning, understanding and enforcing policy, maintaining SOP and reliable method documents. Ensure the daily work queue is efficiently managed to meet SLA, expected by dates, minimizing and evaluating breached and pended tickets. Monitor staff work and efficiency.
Responsible for daily task scheduling, vacation and Kronos time management as well the business & after-hours escalation point.
Ensure sufficient phone coverage including assisting with the hiring for vacant positions and scheduling.
Conduct rounding sessions with each Service Desk Analyst on a regular basis. Provide regular performance updates and coaching - provide active feedback of current staff performance and correction/recommendations to maintain metrics.
Regular travel between Orlando and Delaware is a requirement.
Associate's Degree/Bachelor's Degree preferred. Consideration will be taken for those that have direct experience with Service Desk management.
Minimum of three (3) to five (5) years experience required.
Prior Supervisor level experience within an IT field preferred.
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique âœBridge to a Healthy Futureâ pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.