Position Status:

Shift:

Hours per week:

Job Information
Exemption Status: Exempt

A Brief Overview
Operational Leadership The Help Desk Call Center Supervisor oversees the day-to-day operations of the Help Desk Call Center. This role monitors request queues, call volumes, ticket activity, and staffing coverage to ensure service levels and operational standards are consistently met. Team Coaching and Development The supervisor coaches and supports team members in effective call handling, research, troubleshooting, and solution delivery. The role also provides training on Help Desk systems, processes, tools, and procedures used to: • Document and track reported issues accurately. • Resolve incidents and service requests efficiently. • Escalate complex or critical issues to the appropriate resources. Communication and Escalation The supervisor ensures current product information, technical updates, and policies are available and clearly communicated to the team. The role serves as an escalation point for critical issues and coordinates resources through final resolution.

Education Qualifications

• Bachelor's Degree IT or Management related experience Preferred

Experience Qualifications

• 2 years IT Help Desk, Call Center experience or supervisory experience Required

Skills and Abilities

• Strong communication and customer service skills (both verbally and in writing).
• Operation of computer hardware, including printers, scanners, terminals, and other peripherals.
• MS Windows operating system, Office Suite and core software loaded onto standard desktop disk images.
• Troubleshoot, diagnose, and repair basic network, systems, and applications malfunctions.
• Receive and report on basic to complex software and hardware malfunctions.
• Ability to effectively train help desk staff and provide clear and concise work direction to others.

Licenses and Certifications

• A+ Certification - COMPTIA Preferred
• Network + Certification - COMPTIA Preferred

What you will do

• Daily Operations and Service Delivery Supervise the daily activities of the Help Desk Call Center and provide call and ticket support as operational needs require. Ensure timely, professional service for technical incidents, access requests, account administration, and supported applications and devices. • Service Request Fulfillment: Oversee and perform approved requests involving workforce access, employee changes and separations, mobile and communication technologies, distribution groups, multifactor authentication, remote work access, patient portal support, and related enterprise applications. • Identity and Access Management: Direct account creation, modification, reactivation, and deactivation for employees, providers, students, contractors, and vendors. Ensure required permissions are applied accurately, exceptions are addressed, onboarding communications are coordinated, and activity is documented in accordance with security, least-privilege, audit, and service-management standards. • Remote and External Access: Coordinate approved telework and external remote-access requests and ensure accounts and access are established, maintained, and discontinued appropriately. • Technical Guidance: Serve as an escalation resource for Call Representatives and technicians on account provisioning, permissions, and access-related issues, and support training for new Help Desk staff and shift coverage. • Scheduled Downtime Communication: Coordinate with technical teams to prepare and distribute scheduled downtime notifications to affected departments. Ensure communications clearly identify impacted systems, timing, expected duration, and required user actions, with reminders or updates provided as needed.
• Training and Service Quality Support the training of Help Desk staff on job responsibilities, emerging technologies, and support procedures. Reinforce consistent, high-quality service standards, including professional communication and telephone skills.
• Performance Management Evaluate Call Center staff effectiveness and performance annually and as needed.
• Staff Planning and Oversight Plan, organize, and direct the work of Call Center support staff. Develop schedules and shift coverage, train staff on new and existing procedures, review work for accuracy and timely completion, document performance, and recommend corrective action when necessary.
• Technical Support and Escalation Assist in the Call Center as needed. Monitor daily Call Center activity and respond to inquiries. Classify requests, troubleshoot and diagnose issues, provide solutions when possible, escalate complex problems to the appropriate personnel, and ensure established notification procedures are followed.
• Document, track, and report on software and hardware malfunctions; enter detailed description of user’s problems in a ticketing database; and prioritize requests and label according to established procedures.
• Provide management reports on Help Desk Call Center operations and issues, including recommendations for areas of service or technology improvements.
• Proactively identify process improvement opportunities, including end-user training tools and documentation.
• Help coordinate the onboarding of new Help Desk staff and their training.
• Help plan and coordinate Help Desk projects.
• Perform related duties as assigned.

Travel Requirements

• 10% Local travel only to external clinics throughout NE Kansas. No overnight travel required.

Required for All Jobs

• Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
• Performs other duties as assigned

Patient Facing Options

• Position is Not Patient Facing

Remote Work Guidelines

• Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.
• Stable access to electricity and a minimum of 25mb upload and internet speed.
• Dedicate full attention to the job duties and communication with others during working hours.
• Adhere to break and attendance schedules agreed upon with supervisor.
• Abide by Stormont Vail’s Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.

Remote Work Capability

• Hybrid

Scope

• Has Supervisory Responsibility
• 
  
• No Budget Responsibility No Budget Responsibility

Physical Demands

• Balancing: Rarely less than 1 hour
• Carrying: Rarely less than 1 hour
• Climbing (Ladders): Rarely less than 1 hour
• Climbing (Stairs): Rarely less than 1 hour
• Crawling: Rarely less than 1 hour
• Crouching: Rarely less than 1 hour
• Driving (Automatic): Rarely less than 1 hour
• Eye/Hand/Foot Coordination: Frequently 3-5 Hours
• Feeling: Frequently 3-5 Hours
• Grasping (Fine Motor): Frequently 3-5 Hours
• Grasping (Gross Hand): Frequently 3-5 Hours
• Handling: Frequently 3-5 Hours
• Hearing: Frequently 3-5 Hours
• Kneeling: Occasionally 1-3 Hours
• Lifting: Occasionally 1-3 Hours up to 40 lbs
• Operate Foot Controls: Rarely less than 1 hour
• Pulling: Frequently 3-5 Hours up to 20 lbs
• Pushing: Frequently 3-5 Hours up to 20 lbs
• Reaching (Forward): Frequently 3-5 Hours up to 20 lbs
• Reaching (Overhead): Frequently 3-5 Hours up to 20 lbs
• Repetitive Motions: Frequently 3-5 Hours
• Sitting: Frequently 3-5 Hours
• Standing: Frequently 3-5 Hours
• Stooping: Rarely less than 1 hour
• Talking: Frequently 3-5 Hours
• Walking: Frequently 3-5 Hours

Working Conditions

• Burn: Rarely less than 1 hour
• Chemical: Rarely less than 1 hour
• Combative Patients: Rarely less than 1 hour
• Dusts: Occasionally 1-3 Hours
• Electrical: Occasionally 1-3 Hours
• Extreme Temperatures: Rarely less than 1 hour
• Infectious Diseases: Rarely less than 1 hour
• Mechanical: Rarely less than 1 hour
• Noise/Sounds: Frequently 3-5 Hours
• Poor Ventilation, Fumes and/or Gases: Rarely less than 1 hour
• Risk of Exposure to Blood and Body Fluids: Rarely less than 1 hour
• Risk of Exposure to Hazardous Drugs: Rarely less than 1 hour
• Hazards (other): Rarely less than 1 hour
• Vibration: Rarely less than 1 hour
• Wet and/or Humid: Rarely less than 1 hour

Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.

Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.