Jobs for People with MS: National MS Society

Job Description:

This is an analytic supervisory position focused on both leading a small Data Analyst team while continuing to deliver direct analytic support to leadership and stakeholders within their defined business or clinical organization accountability. This position works with data sources serving the needs of customers in one or more areas within the Intermountain Healthcare organization. The Data Analyst Team Supervisor is the primary business relationship manager to one or multiple stakeholders, ensuring projects are correctly prioritized, resourced, and delivered on time.

Service Desk Supervisor (Onsite)

• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties.

• Recommends systems modifications to reduce user problems. Maintains the highest level of technical skill in the field of expertise.

• Assist the Manager or Director of Associate Support according to industry best standards. Maintain formal procedures for consistency and increased productivity.

• Build strong internal relationships amongst various IT and Clinical Teams, including Identity Management, IT Training, Service Management Office, End User Analysts, PMO, Telecom, Physician Technology Team, and Clinical Informatics.

• Work closely with the Security Operations team and the HIPAA Officer to ensure all security and PHI standards are met by the team.- Be placed on-call outside of normal shift hours on a rotational basis for escalations.

• Interpret and analyze associate performance and contact center metrics- Supervise the 24x7 support staff across various geographical zones within the United States for the end-users and affiliates of by defining and establishing schedules, approving time cards, setting priorities, providing direct support, and handling administrative issues.

• Overall responsibility for Service Desk staff and the activities associated with identifying, prioritizing, and resolving reported incidents and service requests.

• Train Service Desk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.

• Analyze and identify trends in issue reporting and devising preventative solutions. Expected to offer suggestions for any notable process improvements and develop the new procedures.- Ensure delivery of accurate information in a positive, professional, courteous, and efficient manner.

Minimum Qualifications

Knowledge, Skills and Abilities

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• The requirements list must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficient with MS Office software, including Word, Excel and Project.

• Regular attendance to perform work on site during regularly scheduled business hours or scheduled shifts is required- Ability to work nights and/or weekends is required for identified positions

Required

• Minimum of 3 years experience in a leadership role

• Minimum 5 years Service Desk / Helpdesk experience

• Must be comfortable with computers and technology- Process hiring, corrective action, and termination transactions

• Familiarity with call center metrics and analysis- Strong organizational skills with the ability to handle multiple projects and appropriately prioritize tasks

• Excellent oral, written, and presentation skills- Ability to work collaboratively with diverse groups

• Possess a service-oriented approach- Must project maturity, confidence, and creativity

• Must possess a high standard of work and thoroughness, detail- Must work effectively in a team environment

• Proven ability to work as part of a collaborative team, willing to work flexible hours as needed

• Experience working with customer service or support organizations- Proficiency with basic Microsoft applications (Word, Excel, Paint, Outlook, Visio, and PowerPoint)

• Must successfully interact with end-users and technical staff on issues and communicate effectively and diplomatically within a multi-functional team

• Must successfully function in a fast-paced, service-oriented environment and adapt to changing healthcare directions- Excellent written and verbal communication skills.

• Experience in dealing with difficult interpersonal situations regarding support issues.

• Perform additional duties as assigned by Manager/Director.

• Bachelor of Science or higher from an accredited college; in health care, Organizational Development, Business Administration, Information Systems Technology, or equivalent work experience.

Preferred

• Proficiency with Active Directory Users and Computers, O365, Microsoft Exchange Server, Client connectivity (Duo, VPN, IP Softphone), and ServiceNow ticketing system

• Prior experience working in a corporate IT healthcare environment

Physical Requirements:

Anticipated job posting close date:

07/27/2024

Location:

Lutheran Medical Center

Work City:

Wheat Ridge

Work State:

Colorado

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$32.84 - $58.35

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/) , and for our Colorado, Montana, and Kansas based caregivers (http://www.sclhealthbenefits.org) ; and our commitment to diversity, equity, and inclusion (https://intermountainhealthcare.org/careers/working-for-intermountain/diversity/) .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.