Supervisor, Service Desk (IT)

5200 Virginia Way, Brentwood, Tennessee, 37027, United States of America

Supervisor, Service Desk

We are looking for a teammate in this position who will oversee day-to-day operations within the service desk area along with coordination of training and development for all ITSS Service Desk Professionals and Specialists. The Service Desk Supervisor is also responsible for reporting statistical information regarding service levels to the Service Desk Managers, Sr. Manager and the Director of IT Support.

ESSENTIAL DUTIES & RESPONSIBILITIES

The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive.

• Trouble-shoot, resolve and escalate customer issues, for which Service Desk Professionals and Specialists are unable to resolve.
• Provide feedback and updates to customers (and other appropriate Teammates) through to resolution of such issues.
• Appropriately tracks customer or other Service Desk operational issues and follows up as needed.
• Participate in On-Call rotation with other service desk leaders.
• Ensures appropriate level of engagement from the Service Desk with Major Incident and Problem processes
• Tracks and maintains aging open incidents for the Service Desk.
• Identifies resources in the Service Desk area to participate in cross training and works with other Service Desk Leadership and the Workforce Management team to adjust scheduling as necessary
• Manages Service Desk coverage and makes changes as needed to shift hours, staffing etc.
• Participates in rotational Supervisor on-call coverage for weekends and holidays
• occasionally works during evening or weekend hours when warranted
• Assists with on-boarding of new teammates
• Reviews performance results for the Service Desk, identifies opportunities for improvement, and makes/implements improvement suggestions
• Offers feedback with performance appraisals and compensation for Service Desk Professionals/Specialists
• Ensures appropriate functionality and coverage with respect to the Service Desk ACD/Telecom system
• Manage through change in a positive and constructive manner

• Demonstrated commitment and adherence to all DaVita core values
• A demonstrated positive attitude and approachability is expected
• College Education (2 year) or equivalent job experience
• Proficient with MS Office applications
• 2 plus years of Customer Service experience in a support environment
• Excellent oral and written communication skills with the ability to communicate technical information to non-technical personnel.
• 1 year previous experience in the Information Technology field
• Demonstrated ability to establish priorities, set objectives and meet them with minimal supervision
• Demonstrated ability to analyze complex problems, use problem-solving skills to resolve them, request assistance and work with outside groups when appropriate to see the problem
• Advanced interpersonal skills
• Requires working knowledge and/or good theoretical knowledge of Service Desk escalation procedures
• Ability to identify, document and adjust processes and process flows to provide customer service to the Village.
• Ability to work evening , weekend, and holiday coverage as needed and scheduled
• Ability to travel up to 10%
• Ability to deal with confidential information and/or issues using discretion and judgment.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more

• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.