JOB SUMMARY:

　　The role of the Service Desk Supervisor is to lead a team of service desk analysts who respond to hardware, software and application problems reported by staff and physicians of Rady Children's Hospital - San Diego. The nature of the inquiries includes but is not limited to requests for assistance with the organization's computers, telephones, applications and systems. The incumbent coordinates and assigns work to the analysts under the supervisor's direct leadership. The incumbent clearly communicates expectations regarding productivity, work assignments, deadlines and level of customer service expected of each staff member. The supervisor will develop initial and continuous training programs for direct report staff. Other direct staff management duties include: Hiring and termination of direct reports; Administration, discipline, evaluation, promotion, salary adjustment, time card management and time off requests; Definition of performance expectations and provisions consistent feedback on an ongoing basis; Makes recommendations for career planning, succession planning and development; Resolution of interpersonal conflicts between employees and their peers or clients. The incumbent is responsible for the comprehension and retention of large, complex amounts of new information as required designing, developing and supporting and serving as a knowledge base for Service Analysts and all end users. The incumbent coordinates work directly with the Director of Infrastructure (CTO), to whom they report. The supervisor communicates proactively regarding productivity, trends and potential issues in order to find a solution. The incumbent will spend 80% of the time managing the work of others, working on projects and facilitating all IM cross functional ITIL processes and 20% working on tickets alongside the team. Latter activities include the following: Facilitation of all IM wide cross functional processes, e.g. Change Management, Incident Management, Problem Management, Service Request processing, Configuration Management and other ITIL based functions; Direct management of the Change process as indicated by IM wide participation in Change Advisory Board (CAB) decisions concerning changes to the information systems production environment; Management and facilitation of the Information Technology Operations Council (ITOC); Management and facilitation of Priority1 (P1) … N types of incidents including Root Cause Analysis (RCA) processing.

　　MINIMUM QUALIFICATIONS:

　　Bachelor's Degree

　　Area of Study in a Field Related to the Position

　　5 Years of Experience

　　Ability to trouble shoot incidents in a timely manner as it relates to P1 issues, sometimes with the facilitation of other IM groups and with direct report staff

　　Knowledge of computer hardware, including Desktop PCs, Laptops, Monitors, Printers, Mobile Phones, Tablets, COWS, Telemedicine equipment and other specialty end user devices

　　Ability to add, modify and remove printers from AD or other relevant user groups

　　Ability to document performance and behavioral issues

　　Ability to coach and mentor staff of diverse backgrounds

　　Experience with desktop operating systems, including, Windows XP, Windows 7 and 10, Office 2003, 2007 and 2010

　　In addition to the minimum qualifications above, prefer 3 years of experience leading teams of Service Desk analysts in an enterprise computing environment supporting large numbers of users and machines on multiple platforms with a high number of systems and applications

　　Ability to understand the customer service and IT strategy of the organization and channel the effort of staff accordingly

　　Experience with ITIL processes

　　PREFERRED QUALIFICATIONS:

　　Thorough understanding of challenges commonly encountered in a healthcare environment, such as HIPAA compliance, patient safety and other clinical users

　　Experience working in a healthcare environment

　　The expected hiring range for this position is $43.57 to $59.91

　　Rady Children’s Hospital is committed to compensation that is externally competitive and internally equitable. We demonstrate this commitment by conducting regular market reviews to remain competitive with organizations of similar size in the nonprofit, healthcare sector. The range listed above does not represent the full salary range for the position but is the expected hiring range for qualified candidates. Compensation decisions consider a variety of factors including experience, education, licensure, unique skillsets, organizational need, and internal equity. This posting will remain open from the “date posted” until the hiring manager has determined there is a sufficient applicant pool or until the position is filled.

　　EOE including disability/vet